Last updated on: 2018-10-25
Authored by: Rackspace Support
A Rackspace Managed Operations account extends the managed support level from our Managed Services offering into our Cloud offering. This offer provides an additional level of support and management that includes monitoring, operating system layer support, and technical guidance for your Rackspace Cloud portfolio.
Managed Operations accounts include access to a dedicated support team that is available 24x7x365 by phone, chat, email, and online support ticket. The team supports your Cloud Servers from the operating system level up through the application stack of Microsoft® SQL Server™, .NET, and Internet Information Services (IIS), as well as the Linux®, Apache®, MySQL®, and PHP (LAMP) stack on Linux. Rackspace regularly patches and updates your Cloud Server. We also manage your Cloud Databases and provide basic database administrator assistance such as user and table management and data backups. The Managed Operations team provides monitoring services and proactively responds to any alerts. As a Managed Operations customer, you can configure up to eight monitors per server with any combination of ping, port, and URL.
For a list of supported operating system versions and applications for Linux, see Linux Spheres of Support for Dedicated and Managed Operations.
Note: For information about support for Windows, see Cloud Servers with Managed Operations Support for Windows.
No, upgrading to a Managed Operations account doesn’t change server Internet Protocol (IP) addresses or host names. It also doesn’t change server IDs, your Rackspace Cloud account number, or your username and password combination.
If you choose to upgrade to a Managed Operations account, you must either delete any active Cloud Servers and images that run unsupported operating systems, or transfer those unsupported images to a separate account. After you have taken these steps, you are eligible to upgrade.
If you need a new Cloud Server or Cloud Database, you can either create the image on the server yourself or have the Managed Operations team create it for you. In either case, we update, patch, and run the instance for you.
To upgrade to a Rackspace Managed Operations account, your account must meet the following conditions:
A technical account manager can ensure that Managed Operations is the best fit for your needs.
After you create a Cloud Server or Cloud Database on a Managed Operations account, a flat monthly account fee is assessed when at least one instance on the account is active or used during that month. For more pricing information, see the following web pages:
You can also use the Rackspace Cloud Price Calculator to estimate your costs.
Note: To get pricing information for Cloud Servers with Managed Operations, ensure that you check the Managed Operations: SysOps box in the lower-left corner of the screen.
The account fee is assessed per account and covers the administration of your account on a monthly basis. The service fee is assessed per Cloud Server or Database instance and covers the administration of each server instance. This fee structure enables Rackspace to provide you with our managed service at the lowest possible cost.
The account fee is not prorated. However, the service fee is a utility-based fee that is only billed for the amount of time that your instance is active.
Not at this time. However, if you notice issues or have questions about capacity, your Rackspace Account team will work with you and recommend solutions.
No, your Rackspace Account team does not troubleshoot your program code.
New Cloud Servers on Managed Operations accounts have a basic Rackspace Cloud Backup configuration. This configuration backs up directories that commonly contain user data on a weekly basis. The default backup profile is not a full system backup. Our support team can assist you with adding more locations to the backup profile or changing the time interval between backups.
Because Cloud Backup stores its archives in Cloud Files, standard storage and bandwidth costs for Cloud Files apply. Deleting a Cloud Server does not delete associated backup archives in Cloud Files. You must manually remove these archives.
Because Rackspace offers Managed Operations at the account level, those services are applied to every cloud product on an account. If you only want Managed Operations to apply to certain cloud products, you need to move the products for which you don’t want Managed Operations to a separate account.
During the upgrade process, Rackspace performs the following steps:
Note: Because rebooting a server during the upgrade process might cause problems, you should make an image of each server prior to an upgrade. Rackspace does not perform this step for you. You should also ensure that all of your services (such as MySQL) restart upon reboot before you upgrade.
In addition, you need to open port 445 for Microsoft Windows® or port 22 for Linux in order for the automation to run successfully. Rackspace can only open ports manually after a server is associated with a Managed Operations account.
We recommend that you work with your account manager (AM) throughout the upgrade process in order to ensure that you have the best possible experience. The following list describes reasons why you should work with an AM:
Note: Changing to a new service level agreement might also change your AM. When this occurs, the process includes a hand-off from your current AM to your new AM.
Yes, the process is similar to the process that you use to link your Managed Hosting accounts and your cloud accounts.
You can contact the Rackspace Managed Operations account team by chat, phone, or by submitting a ticket online. You can find the phone number and links to other communication methods in the Cloud Control Panel.
At this time, you can only upgrade to Rackspace Managed Operations. If you want to remove the managed service, you need to create a new account and build new Cloud Servers and Cloud Databases.
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