Rackspace Elastic Engineering and Optimizer +

Rackspace knows that our customers have varying needs at different stages of their cloud journey. That’s why we provide a set of support offers that solve for your needs at any stage of your cloud lifecycle. Our services provide you access to certified cloud specialists through a flexible POD-based model, experts who can implement industry best cloud monitoring technologies, cost optimization recommendations, experts to solve your IT challenges, and other value-added services, all backed by AWS certified engineers and architects.

Our offers allow you to customize your experience with the ability to choose the service options to match your needs.

Rackspace Elastic Engineering

Rackspace Elastic Engineering is a managed support model that provides on-demand access to public cloud experts through ongoing sprints to continually remediate, innovate, evolve, and improve the customer’s environments. Rackspace Elastic Engineering has tiers of service that include a number of hours per month.

This flexible, collaborative approach to professional services enables customers to dynamically change scope and priorities based on business needs while collaborating side-by-side with highly skilled Rackspace Technology cloud experts to build, migrate, optimize, and maintain the customer’s cloud environments.

The following table provides a sample of the types of services provided with Rackspace Elastic Engineering. We coordinate tasks, scheduling, and priorities between Rackspace Technology and the customer.

Service

Description

Infrastructure Builds

  • Deploy infrastructure or applications into the environment

  • Modify infrastructure to reduce cost, increase performance, and scale optimization

DevOps and Automation

  • Manage, maintain, and enhance automation systems for operational effectiveness, stability and security

  • Change existing automation systems, or develop new automation systems

Performance Management

  • Identify performance targets and continuously adjust infrastructure to deliver the desired performance at the optimal cost

  • Tune applications, provide detailed analysis of application-level performance problems

Database Management

  • Scale databases, provide performance management and maintenance services

  • Create database clusters, read slaves, and so on

Application Operations

  • Manage the configuration and patching of common, off-the-shelf applications

  • Provide custom upgrades and patches for off-the-shelf applications, develop configuration frameworks and methodologies for custom applications

Security Management

  • Use architectural best practices to maintain environment security

  • Respond to security incidents identified by the Customer Security Team

  • Deploy customer-provided third-party security tools

  • Create reports or contribute to reports that a customer needs as part of an infrastructure audit for certification purposes

Disaster Recovery Planning

  • Run disaster recovery solutions, extend existing solutions, and run customer-directed tests of disaster recovery systems

Planned Maintenance

  • Perform preventative maintenance so that infrastructure, database, and application operations are stable and secure

  • Perform optional maintenance and customer-directed changes, which can include applying security patches on a regular basis

Cost Optimization

  • Implement architectural changes to support cost management decisions

Advice and Support

  • Answer questions related to cloud usage, best practices, and make recommendations

Advanced Monitoring and Resolution

Built for customers’ critical workloads and always vigilant 24x7x365, our team of operations engineers monitors and responds to alerts in customer environments. Advanced Monitoring and Resolution (AMR) is an optionated deployment of cloud services monitors that act as an extension of customer operational teams by providing automation where possible and human actions for activities that are beyond automation.

With Rackspace Technology acting as an extension of your 24x7 operational team, you can focus on what matters most to your business.

AMR services

AMR provides real-time monitoring and alerting for your cloud environment. An expert team of operations engineers monitors and responds to any alerts in your environment. Rackspace Technology has the breadth of knowledge required to operate the most complex cloud deployments on a global scale. By combining with the Rackspace Elastic Engineering service, you gain the peace of mind that comes with having an environment cared for by a team of cloud-certified operations engineers that help drive continuous innovation.

AMR includes:

  • Optionated deployment of cloud services monitoring using known best-practices

  • 24x7x365 monitoring coverage backed by cloud experts

  • Improved resolution timelines by leveraging Rackspace Technology automation

  • Guidance for a default list of alerts and thresholds, which we can customized to meet customer needs

  • On-going support to adjust monitoring as the customer environment grows

Note

AMR requires Optimizer+ or Optimizer+ with Platform Support as a prerequisite.

VM Management

VM Management (VMM) is a simple, full-featured tool that makes your most critical and time-consuming server tasks easy to complete. Built to be multi-cloud, VMM manages your VMs wherever they are located through a simple interface and billed on a consolidated invoice. Set up your cloud the way you want and then proceed with your migrations, transformations, and new development activities.

VMM complements Rackspace Elastic Engineering by removing critical but distracting workloads so you can focus your resources on building your next-generation infrastructure.

Services

VMM is currently in Limited Availability (LA). Descriptions of all services are subject to change. In LA, VMM provides patching, and in subsequent releases, it might include backup services for multi-cloud infrastructures. VMM also provides the following services:

  • Reporting

  • Support

  • API and UI access through the Rackspace Technology Control Panel

Patching

VMM provides standard baseline patching. Customers can create custom patch baselines, patch groups, and maintenance windows to adhere to their own patching strategy. The API makes all of these services available for customization.

Best practices for each Operating System (OS) define the patch baselines, but we customize them to fit customer needs.

In addition, customers can inject their own customization for patching to enable process interruptions like reboots, non-standard package downloads, and so on.

Optimizer+

Optimizer+ is a lightweight support option that provides world-class operational tooling, support, and expert guidance needed to get the most out of public cloud infrastructure. With Optimizer+, a team of cost optimization experts provides detailed actions and recommendations to maximize workload performance while saving money and supplementing your IT staff.

The Optimizer+ service also includes:

  • Unified billing for all of customer Rackspace Technology platforms and other managed public cloud accounts

  • Access to the Rackspace Technology Customer Portal for account and user management

Cost optimization

Rackspace Technology provides cost optimization guidance and assistance through cloud-native and third-party tooling. Customers can create tickets for cost optimization questions and request general guidance for infrastructure spend. After receiving a customer request, the Rackspace Technology Optimizer+ Team provides best practice guidance that maximizes workload performance and saves money. Depending on customer spend, cost optimization efforts can include the following activities:

  • Access to CloudHealth, which is the leading multi-cloud management platform designed to drive increased business value at every stage of your cloud journey.

  • Initial cost optimization review

  • Cost guidance

  • Architecture reviews

  • Tagging strategy reviews

  • Saving recommendations

  • VM supervision and licensing reviews

  • Monthly cost reviews

  • Planned event support

Optimizer+ with Platform Support

Optimizer+ with Platform Support includes all Optimizer+ services plus the following public cloud support services powered by certified Rackspace Technology engineers and backed by top-level direct public cloud support.

Rackspace Technology can:

  • Provide escalation management 24x7x365.

  • Escalate issues at any time until we achieve resolution. This escalation might be hierarchical (to a more senior engineer or the service delivery manager) or functional (involving specialized technical expertise from other functional groups or partner cloud teams).

  • Escalate to a technology or service vendor in the event of an incident.

  • Offer advice about the appropriate workaround to restore service.

  • Provide customers the opportunity to confirm issue resolution before closing the ticket.

We handle cloud platform escalations with the restoration of Services as the primary objective. Rackspace Technology endeavors to restore normal service as quickly as possible when a problem or incident occurs.

Account Reviews

Through the customer’s Rackspace Technology Customer Success Manager, Rackspace Technology provides reviews to analyze the performance of the Customer’s cloud environment and recommendations from our Cost Optimization Team. By using cloud-provider billing reports and Rackspace Technology tooling, some of these recommendations include committed-use discounts and investigations for performance improvements. The review can include the following items:

  • Support tickets

  • Monitoring alerts

  • Upcoming maintenance events

  • Product roadmap updates

  • Potential cost optimization

  • Rackspace Technology and cloud provider best practice recommendations

  • Recent environment changes

  • Upcoming customer events

  • Product announcements