Service Levels (Legacy offering)¶
For a list of current offerings, refer to Rackspace Elastic Engineering and Optimizer +.
Fanatical Support for AWS combines tooling and automation with human experts to deliver a world-class experience. We offer two service levels, Navigator and Aviator, which are selected for each AWS account we support.
Navigator: “I want to do most things myself, but I want access to Rackspace’s AWS experts and tools.”
Aviator: “I want Rackspace to operate and manage my AWS environments for me or with me.”
Navigator and Aviator are now legacy service levels that existing customers can maintain on their accounts.
Starting in July 2019, Service Blocks are the standard support offers. Please see the Service Blocks section of the Product Guide for further information about these offers.
Features: Tooling and Automation¶
A curated set of Rackspace developed and best of breed AWS ecosystem tools:
AWS Account Generation Pre-Configured with Rackspace Best Practices
Service Levels: Navigator and Aviator
Features
AWS root account credentials encrypted and locked away
MFA enabled on root account and secret configuration key encrypted and locked away
No named IAM users; all AWS access via single, dynamically scoped IAM role and temporary STS credentials
CloudTrail and AWS Config enabled with centralized logging
Separate AWS accounts per environment (e.g. development, staging, production)
Access to AWS Trusted Advisor
Service Levels: Navigator, Aviator, Platform Essentials
Features
Access to all Trusted Advisor checks
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Service Levels: Navigator, Aviator, Platform Essentials
Features
Cost and usage visualizations
Savings recommendations
Governance through policies and actions
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Service Levels: Aviator, Manage & Operate (customer and Rackspace use)
Features
On-demand provisioning of bastions for secure network access to VPC resources
Automatic, temporary credential management via the In-Instance Credential Management Service
Full logging
In-Instance Credential Management Service
Service Levels: Aviator, Manage & Operate (customer and Rackspace use)
Features
Automatic certificate authority and SSH key rotation across your fleet of EC2 instances
Temporary, fast expiring keys with silent renewal
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Service Levels: Aviator, Manage & Operate
Features
Deployment, configuration and management of AWS Instance Scheduler
Allows configuration of custom start and stop schedules for EC2 and RDS instances
Provides cost saving on environments that aren’t used 24/7
Features: Human Experts¶
Tap into an army of certified AWS architects and engineers ready to deliver Fanatical Support to your business 24x7x365. Available via ticket and phone.
AWS best practice and architecture consultation from 100% AWS certified experts
Service Levels: Navigator, Platform Essentials (standard use cases) and Aviator, Manage & Operate (customized to your specific application)
Hands-on management and assistance for all supported AWS services
Service Levels: Aviator, Manage & Operate
EC2 operating system management
Service Levels: Aviator, Manage & Operate
Features
Supported operating systems are listed in the Supported Operating Systems section
Configuration, Optimization, Patching, Upgrades
Prerequisites: The following agents must be installed and working on your
EC2 instances in order to be supported by Rackspace
Passport - The server agent allows Rackspace support team to access your instances via SSH (Linux®) or RDP (Windows®)
SSM - The AWS Systems Manager agent allows Rackspace to manage your EC2 instances remotely (instance configuration, maintenance of agent versions and updates, OS patching, software inventory monitoring)
IAM role “RackspaceMinimumSSMRole” with attached IAM policy “AmazonSSMManagedInstanceCore” will be attached to EC2 instances that are provisioned without a role/instance profile attached.
IAM policy “AmazonSSMManagedInstanceCore” will be applied to EC2-attached instance roles in which the policy is absent.
Security group and network policies must allow access to SSM endpoints.
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Service Levels: Aviator, Manage & Operate
Features
Rackspace AWS certified engineer response to CloudWatch alarms 24x7x365
Set up CloudWatch alarms to a pre-configured SNS topic or let us do it for you
Custom CloudFormation template creation
Service Levels: Aviator, Architect & Deploy
Data restoration support (for EC2 and RDS exclusively)
Service Levels: Aviator, Manage & Operate
Response Time SLAs¶
Rackspace will respond to your support requests submitted to us via ticket in the following timeframes. All requests should be made directly to Rackspace and we will escalate to AWS directly, if needed.
Emergency (Business-Critical System Outage / Extreme Business Impact): If Rackspace Infrastructure monitoring and alerting services determines your AWS Services are inaccessible from the public internet, which may result in the inability to complete business transactions, our initial response to emergency monitoring alarms will occur within fifteen minutes (Aviator service level only; monitoring response is not included in the Navigator service level).
Urgent (Production System Outage / Significant Business Impact): If your AWS Services are functioning improperly or at less than optimal performance and the failure is impacting business transactions, our initial response is 60 minutes. Customers must call Rackspace immediately after creating the Urgent ticket to trigger the one hour response guarantee. This severity is only available for the Aviator service level.
High (Production System Impaired / Moderate Business Impact): If your AWS Services are functioning improperly or at less than optimal performance, but the failure is not impacting business transactions, our initial response to your support request submitted to us via a ticket will occur within four hours at the Aviator or Navigator service levels.
Normal (Issues and Requests / Minimal Business Impact): If your AWS Services are functioning normally but you have a time sensitive request, question, or issue that needs addressed, our initial response to your support request submitted to us via a ticket will occur within 12 hours at the Aviator and Navigator service levels.
Low (General Information, Questions, and Guidance): If your AWS Services are functioning normally but you require information or assistance, wish to schedule maintenance, or require the completion of any other non-immediate tasks, our initial response to your support request submitted to us via a ticket will occur within 24 hours at the Aviator and Navigator service levels.
Supported Operating Systems¶
Fanatical Support for AWS supports the following operating systems (OSs):
Operating System |
Supported Until |
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Amazon Linux 2 |
June 30, 2023 |
Red Hat® Enterprise Linux® (RHEL) and CentOS® 7 |
June 30, 2024 |
RHEL and CentOS 8 |
May 2029 |
Ubuntu® 16.04 LTS |
April 30, 2021 |
Ubuntu 18.04 LTS |
April 30, 2023 |
Ubuntu 20.04 LTS |
April 30, 2025 |
Windows Server® 2012 R2 |
October 2023 |
Windows Server 2016 |
January 2027 |
Windows Server 2019 |
January 2029 |
The following OSs are approaching End of Life (EOL) as determined by the OS vendor:
Operating System |
EOL Date |
---|---|
RHEL and CentOS 6 |
November 2020 |
Amazon Linux (legacy) |
December 2020 |
Ubuntu 16.04 LTS |
April 2021 |