Service levels

Applicable service levels depend on the services that you purchased. The following service levels might not apply.

Incident Response: Requests are categorized into three tiers:

  • Standard: If your site is functioning within acceptable parameters but you require assistance in loading software or have a help desk-type question, Rackspace responds to your request within four hours.

  • Urgent: If your server or site is accessible but in a reduced state, such as timeouts or slow response, Rackspace responds to your request within one hour.

  • Emergency: If you cannot access your server or site from the public Internet, Rackspace responds within 15 minutes.

All submitted requests are automatically categorized as Standard requests. Rackspace responds to your support requests in the timelines listed below.

Note

For requests that require an Urgent or Emergency classification, call the 24x7x365 support line directly.

RAS Digital Experience does not include any new Service Level Agreements (SLAs) to which you subscribe.

Response-time SLA

Service area

Level

Performance measure description

Service measure

SLA 1.1

Incident

Priority 1 response

Whole or critical part of the service is unusable, causing major business impact

15 minutes

SLA 1.2

Incident

Priority 2 response

Important but not immediately critical part of the service is unusable, causing business impact or more than five users are affected

1 hour

SLA 1.3

Incident

Priority 3 response

Inconvenient issue affecting fewer than five users

4 hours

Exclusions apply. Credits that would be available but for this limitation shall not be carried forward to future months. You are not entitled to a credit for a failure to meet guarantees resulting from circumstances that are not within Rackspace control. You are not entitled to a credit if you are in breach of the Agreement (including your payment obligations to Rackspace) at the time of the occurrence of the event giving rise to the credit until you have cured the breach. You are not entitled to a credit if the event giving rise to the credit would not have occurred but for your breach of the Agreement. You must request a credit through your Rackspace account within 14 days following the event giving rise to the credit. Rackspace shall contact you within 30 days to approve or reject the claim or to request more information. If the claim is approved, the credit shall appear on your monthly invoice following approval. The SLA described in this section is limited to your configuration and does not extend to your end users or to other Rackspace Services. You acknowledge that any changes made pursuant to this section may not be effective in removing an attacker or preventing the attack from damaging your configuration.