Our Service Level Agreement (SLA) is designed to provide you with unsurpassed levels of availability and meaningful refunds for our failure to comply with them.
Rackspace® guarantees that the Managed Exchange service will be available 100% of the time in a given calendar month, excluding maintenance. Downtime exists when users are unable to send and receive email, or use Calendars, Contacts, Tasks, Notes, and Public Folders as a result of a failure of the Managed Exchange service. Rackspace and/or Customer has to note the failure in Rackspace's trouble ticket system.
In the event of downtime exceeding the availability guarantee, Customer may request a credit for each mailbox affected of:
(i) ten percent (10%) of the monthly fee for the Managed Exchange service for each 30 (thirty) minutes of consecutive downtime, up to one hundred percent (100%) of the monthly fee, or
(ii) if the service is not down for more than 30 (thirty) consecutive minutes, a pro-rated portion of the monthly recurring fee based on the actual number of minutes in the calendar month.
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