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Service Level Guarantee
Cloud Files
Guarantee We guarantee that Cloud Files will be available 99.9% of the time in a given billing cycle. If we fail to meet this guarantee, you will be eligible to receive a credit to your account. The credit will be calculated as a percentage of your last billed fee for the Cloud Files service, or at your option, your fee for the current billing cycle (to be applied at the end of the billing cycle). Credits will be based on the duration of the unavailability that exceeds the 99.9% threshold as defined below. Unavailability
Unavailability means: (i) The Rackspace Cloud network is down, or (ii) the Cloud Files service returns a server error response to a valid user request during two or more consecutive 90 second intervals, or (iii) the Content Delivery Network fails to deliver an average download time for a 1-byte reference document of 0.3 seconds or less, as measured by Rackspace’s third party measuring service.
Unavailability due to scheduled maintenance is excluded from these conditions and does not contribute towards unavailability calculations. . Credits
Account credits are calculated as a percentage of your Cloud Files service fee, as follows:
For example, if your billing cycle is 30 days, and Cloud Files is unavailable for 50 minutes during that billing cycle (0.12% of the minutes in the billing cycle) then you are eligible for a 10% credit.
Definitions: For the purposes of this Service Level Guarantee: “Cloud Files service” means the Cloud Files Authentication Service, Storage System, and CDN-Management ReST web service interfaces, and related back-end systems; “Content Delivery Network” means the global network of servers designed to expedite delivery of web content by serving the content from a location in geographic proximity to the user; “scheduled maintenance” means maintenance that is announced at least ten business days in advance, and that does not exceed sixty minutes in any calendar month; “The Rackspace Cloud network” means the portion of Rackspace’s cloud network that extends from the outbound port on The Rackspace Cloud edge device to the outbound port on the datacentre border router; “server error response” means an HTTP return status code between 500-599; Limitations. You are not entitled to a credit if you are in breach of your services agreement with Rackspace (including your payment obligations to us) until you have remedied the breach. You are not entitled to a credit if the unavailability would not have occurred but for your breach of your agreement with Rackspace or your misuse of Rackspace’s cloud system. To receive a credit, you must contact the Rackspace account team within thirty (30) days following the end of the unavailability. You must show that your use (or end users’ use) of the Cloud Files service was adversely affected in some way as a result of the unavailability in order to be eligible for the credit. This Service Level Guarantee is your sole and exclusive remedy for Cloud Files unavailability. Notwithstanding anything in this Service Level Guarantee to the contrary, the maximum total credit for any billing period, including all guarantees, shall not exceed 100% of your fee for the billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods. This Service Level Guarantee is part of your Agreement with Rackspace, along with the Terms of Service and the AUP, and is subject to the terms and conditions stated in those documents. January 2011
Cloud Files
Guarantee We guarantee that Cloud Files will be available 99.9% of the time in a given billing cycle. If we fail to meet this guarantee, you will be eligible to receive a credit to your account. The credit will be calculated as a percentage of your last billed fee for the Cloud Files service, or at your option, your fee for the current billing cycle (to be applied at the end of the billing cycle). Credits will be based on the duration of the unavailability that exceeds the 99.9% threshold as defined below. Unavailability
Unavailability means: (i) The Rackspace Cloud network is down, or (ii) the Cloud Files service returns a server error response to a valid user request during two or more consecutive 90 second intervals, or (iii) the Content Delivery Network fails to deliver an average download time for a 1-byte reference document of 0.3 seconds or less, as measured by Rackspace’s third party measuring service.
Unavailability due to scheduled maintenance is excluded from these conditions and does not contribute towards unavailability calculations. . Credits
Account credits are calculated as a percentage of your Cloud Files service fee, as follows:
| Total Cloud Files Available Time (for given billing cycle) | Credit Amount |
| 100% - 99.9% | 0% |
| 99.89% - 99.5% | 10% |
| 99.49% - 99.0% | 25% |
| 98.99% - 98.0% | 40% |
| 97.99% - 97.5% | 55% |
| 97.49% - 97.0% | 70% |
| 96.99% - 96.5% | 85% |
| Less than 96.5% | 100% |
For example, if your billing cycle is 30 days, and Cloud Files is unavailable for 50 minutes during that billing cycle (0.12% of the minutes in the billing cycle) then you are eligible for a 10% credit.
Definitions: For the purposes of this Service Level Guarantee: “Cloud Files service” means the Cloud Files Authentication Service, Storage System, and CDN-Management ReST web service interfaces, and related back-end systems; “Content Delivery Network” means the global network of servers designed to expedite delivery of web content by serving the content from a location in geographic proximity to the user; “scheduled maintenance” means maintenance that is announced at least ten business days in advance, and that does not exceed sixty minutes in any calendar month; “The Rackspace Cloud network” means the portion of Rackspace’s cloud network that extends from the outbound port on The Rackspace Cloud edge device to the outbound port on the datacentre border router; “server error response” means an HTTP return status code between 500-599; Limitations. You are not entitled to a credit if you are in breach of your services agreement with Rackspace (including your payment obligations to us) until you have remedied the breach. You are not entitled to a credit if the unavailability would not have occurred but for your breach of your agreement with Rackspace or your misuse of Rackspace’s cloud system. To receive a credit, you must contact the Rackspace account team within thirty (30) days following the end of the unavailability. You must show that your use (or end users’ use) of the Cloud Files service was adversely affected in some way as a result of the unavailability in order to be eligible for the credit. This Service Level Guarantee is your sole and exclusive remedy for Cloud Files unavailability. Notwithstanding anything in this Service Level Guarantee to the contrary, the maximum total credit for any billing period, including all guarantees, shall not exceed 100% of your fee for the billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods. This Service Level Guarantee is part of your Agreement with Rackspace, along with the Terms of Service and the AUP, and is subject to the terms and conditions stated in those documents. January 2011