Last updated on: 2017-03-15
Authored by: David Hendler
Get quick answers to common questions about the service levels for Managed OpenStack Public Cloud.
Managed Public OpenStack Cloud has the following service levels:
The Managed Cloud pricing model provides greater transparency of your total cloud expense by separating the cost of infrastructure and support.
The infrastructure rate is based on the number of gigabytes (GB) of random access memory (RAM) used during the billing cycle, and not on the types of server. This way, many small servers are the same price as fewer larger servers.
The support cost, or Service Level Rate, is determined by the total Compute power used. The Service Level Rate covers the maintenance and support of all your cloud Compute products (such as servers), and is based on your service level. OnMetal servers have a flat hourly rate independent of RAM. If you do not meet the minimum Service Level Rate during your billing cycle, the difference is assessed to your account.
Your service level and support cover all products, but the Service Level Rate is only assessed against Compute products. Storage services such as Cloud Files and Cloud Block Storage have no Service Level Rates associated with them.
No, new customers can choose only Managed Infrastructure or Managed Operations. Customers with an older service level, such as the Infrastructure service level, can stay on that level or move to one of the new levels. Customers who upgrade to a new service level can’t return to the old level.
Customers who have the Infrastructure service level are grandfathered into their current pricing plan and continue to receive the same support as always, along with any enhancements we announce.
Yes, we are always looking at ways to improve our support. We expect that our pricing changes will cause some new customers who don’t value support to choose other providers. As a result, we will be able to shift more resources to serve customers who do value support and are willing to pay for it.
There are five foundational components to support from Rackspace:
Yes, customers at the Managed Operations service level can take advantage of the following additional services:
To learn more about our support guarantees, see the general Cloud Terms of Service.
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