For years Rackspace® has set the standard with one of the most aggressive Service Level Agreements (SLAs) in the hosting industry, guaranteeing a Zero-Downtime Network™ and One-hour Hardware Replacement. In addition, we provide service level guarantees around the core set of Intensive Services including: Servers & Devices, Backup & Recovery, Managed Storage, Monitoring, Reporting, Security, and Deployment & Scaling.
Because availability is critical in application hosting, the Intensive SLA goes beyond guaranteeing network and infrastructure performance. Building upon this base, our Intensive customers are ensured that critical applications are available through our industry leading Application Platform Availability* SLA. Designed to protect customers against unscheduled outages in their applications or Web sites, the SLA guarantees a minimum application platform availability of 99% when running non-redundant Web or database servers and a maximum of 100% application availability when running a geographically redundant solution. The SLA provides the unsurpassed levels of application availability with correspondingly aggressive penalties for failure to comply with the SLA
* Application Platform availability is defined as the network, hardware and software components that support your primary web solution hosted by us (including operating system but excluding utility, staging, development or back up servers, services or other devices) up to the connection to your switch which connects to your data centre.
