Request an SLA credit#

Every Rackspace Technology product is backed by an industry-leading service level agreement (SLA). You can read this agreement at https://www.rackspace.com/information/legal/cloud/sla. Use the following steps if you experience any issue for which you want to receive an SLA credit.

Prerequisites#

To receive a credit, the SLA incident must meet the following criteria:

  • The SLA incident must have occurred within the previous 30 days.

  • For specific concerns not mentioned in the SLA, the issue must have occurred within the previous 60 days.

  • Account balances must be current.

  • You must meet SLA requirements and obligations within the agreed-upon Terms of Service.

Requesting an SLA credit#

  1. Log in to the Rackspace Technology Customer Portal .

#. Create a support ticket and enter Credit Request in the Subject field.

  1. Provide the following information in the support ticket:

    • Services affected

    • Summary of the incident

    • Date and time that the issue began

    • Date and time that the issue ended

    • Any associated correspondence relevant to the issue for which you want to receive credit such as logs, another ticket number, emails, or chats

    • Add any other pertinent details to credit consideration

  2. Select Submit Ticket.

Allow three to five business days for Rackspace Technology to receive and review your credit request and update your support ticket.

Issues not addressed by the SLA#

If you experience technical issues not specifically addressed by your product SLA, Rackspace Technology will still review your issue. You can submit a ticket stating your case and why you believe you should get a credit. Be sure to state how long you were affected and how you believe Rackspace Technology was responsible.

Rackspace Technology does not issue a credit for cases in which the Rackspace Terms of Service or Acceptable Use Policy are violated.

If you have any questions, contact the Rackspace Technology Support team at 1-800-961-4454 (US toll-free).