(Managed Colocation Service Level Guarantees)
In addition to the General Terms and Conditions, your use of the Managed Colocation Services is subject to the following additional terms and conditions:
1. ADDITIONAL DEFINED TERMS
Some words used in these Product Terms (Managed Colocation Service Level Guarantees) have particular meanings:
"Hosting Services" means Rackspace’s provision for your use of the Hosted System described in a Services Description.
"Personally Identifiable Information" or "PII" means a combination of any information that identifies an individual with that individual’s sensitive and non-public financial, health or other data or attribute, such as a combination of the individual’s name, address, or phone number with the individual’s national insurance number or other government issued number, financial account number, date of birth, address, biometric data, mother’s maiden name, or other "Personal Data" or "Special Categories of Data" as defined in the Directive 95/46/EC and the Data Protection Act 1998.
"Service Commencement Date" means the date on which we provide the access codes that enable you to send and receive information from your Hosted System.
"Support" means: (i) availability of live support twenty four (24) hours per day, seven (7) days per week, year round; (ii) any specific support services described in a Services Description; and (iii) use of the MyRackspace® customer portal. "Support" does not include support for any managed backup services you elect to purchase.
2. DEPLOYMENT GUARANTEE
Unless otherwise stated in the Hosting Services Agreement, Rackspace does not guarantee a deployment timeframe but will use reasonable endeavours to deploy the server(s) as described in your Services Description (the "Server(s)") promptly. Rackspace may, from time to time, agree to provide a guaranteed deployment timeframe (a "Deployment Guarantee") for an additional fee. Where such Deployment Guarantee is agreed, Rackspace will deploy the Server(s) by the date stated in the Hosting Services Agreement, provided that you promptly provide all information that we reasonably request from you to complete deployment. Servers are deemed deployed as of the time that Rackspace generates an email message to you that includes the information needed to allow you to transfer information to and from the Server(s). Your sole and exclusive remedy for our failure to meet the Deployment Guarantee shall be a credit equal to the amount of the fee paid for the Deployment Guarantee service. You are not entitled to a credit if you request or cause the deployment delay. This Deployment Guarantee does not apply to any software, other managed services, or hardware devices other than the Server(s). If you request (orally or in writing) that we deploy your servers by a specific date or on an "expedited" basis for no additional fee, then the Deployment Guarantee shall not apply, and we commit only to using reasonable endeavours to deploy the Server(s) by the date requested.
3. ENCRYPTION OF PERSONALLY IDENTIFIABLE INFORMATION
The General Terms and Conditions require you to use reasonable security precautions in light of your use of the Services. For Hosting Services, this includes encrypting any PII transmitted to or from, or stored on, the Rackspace servers or storage devices you use.
4. ADMINISTRATION OF HOSTED SYSTEM
Except as otherwise specifically agreed in writing, you are responsible for administering all aspects of your Hosted System, including application and virtualisation licensing, the operating system, any firewalls or load balancers, DNS, intrusion detection systems, backups, monitoring and customer-administered storage solutions. We will be available to assist you with certain Supplementary Services on an hourly fee basis at your request.
5. MONITORING SERVICES
If Rackspace has agreed to provide monitoring services, then notification of a monitoring alert will be communicated via support ticket to the email addresses associated with the customer contacts that have access to that device in your MyRackspace portal. Rackspace is not responsible for notifying you by any alternative method if the affected server is the server that you use to receive email notifications.
6. SERVICE LEVEL GUARANTEES
6.1 Network. We guarantee that our data centre network will be available 100% of the time in a given month, excluding Maintenance. The data centre network means the portion of the Rackspace network extending from, but not including, the outbound port on your cabinet switch to the outbound port on the border router and includes Rackspace managed switches, routers, and wiring. We will credit your account 5% of the monthly fee for each thirty (30) minutes of network downtime, up to 100% of your monthly fee for the affected server(s).
6.2 Infrastructure. We guarantee that data centre HVAC and power will be functioning 100% of the time in a given month, excluding Maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies on your servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems. Rackspace will credit your account 5% of the monthly fee for each thirty (30) minutes of infrastructure downtime, up to 100% of your monthly fee for the affected server(s).
6.3 Hardware. We guarantee the functioning of the following Rackspace-provided hardware: (i) switches, firewalls, load balancers and servers; (ii) direct attached storage devices; (iii) network attached storage devices, and (iv) storage area networks ("SAN"). Hardware repair or replacement will begin once we identify the cause of the problem. Hardware repair or replacement is guaranteed to be complete within one (1) hour of problem identification for switches, firewalls, load balancers, servers and direct attached storage devices and within five (5) hours of problem identification for network attached storage devices. For SAN hardware failures, we guarantee that we will have a technical specialist and necessary parts onsite to begin repairs within four (4) hours of problem identification We will credit your account five per cent (5%) of the monthly fee per additional hour of downtime (after the initial one (1) hour or five (5) hours for repair or replacement, as applicable, or, for SAN, the additional hour of delay in beginning repairs), up to one hundred per cent (100%) of your monthly fee for the affected hardware. This guarantee excludes the time required to rebuild your system, such as the time required to configure a replacement device, rebuild a RAID array, reconfigure devices from their default settings, reload operating systems, reload and configure applications, and/or restore from backup (if necessary).
6.4 Downtime Measurement. Downtime is measured from the time a trouble ticket is opened until network availability is restored, or the affected device is powered back on, as applicable.
6.5 Limitations on Credits.
6.5.1 Cumulative Credit Amount. Notwithstanding anything in this Agreement to the contrary, the maximum total credit for any calendar month for failure to meet Service Level Guarantees under this Agreement, including all guarantees, shall not exceed one hundred per cent (100%) of your monthly recurring fee for the affected Hosted System. Credits that would be available but for this limitation will not be carried forward to future months.
6.5.2 Maintenance. You are not entitled to a credit for downtime or outages resulting from Maintenance. For the purposes of the Service Level Guarantee, Maintenance shall mean:
a. Rackspace maintenance windows - modifications or repairs to shared infrastructure, such as core routing or switching infrastructure that we provide notice of at least seventy two (72) hours in advance, that occurs during off peak hours in the time zone where the data centre is located;
b. Scheduled customer maintenance – maintenance of your configuration that you request and that we schedule with you in advance (either on a case by case basis, or based on standing instructions), such as hardware or software upgrades;
c. Emergency maintenance – critical unforeseen maintenance needed for the security or performance of your configuration or Rackspace’s network.
6.5.3 Extraordinary Events. You are not entitled to a credit for downtime or outages resulting from denial of service attacks, virus attacks, hacking attempts, or any other circumstances that are not within our control.
6.5.4 Your Breach of the Agreement. You are not entitled to a credit if you are in breach of the Agreement (including your payment obligations to us) at the time of the occurrence of the event giving rise to the credit until you have remedied the breach. You are not entitled to a credit if the event giving rise to the credit would not have occurred but for your breach of the Agreement or misuse or improper administration of your Hosted System
6.5.5 Logical Access. Rackspace may need logical access to your Hosted System to meet certain Service Level Guarantees; no credit will be due if the credit would not have accrued but for your delay in providing, or refusal to provide, logical access to your Hosted System.
6.5.6 Requests/Currency. You must request a credit in writing either via support ticket or by postal mail no later than fourteen (14) days following the occurrence of the event giving rise to the credit. We will contact you within thirty (30) days to approve or reject the claim or to request more information. If the claim is approved, the credit will appear on your monthly invoice following approval. If you are paying for your Services in a currency other than pounds Sterling, then any credit that is expressed above as a fixed number of pounds Sterling will be converted to the currency in which you pay for your Services as of the date of the invoice on which the credit is applied.
The initial term of the Agreement begins on the Service Commencement Date and continues for the period stated in the Services Description. Upon expiration of the initial term, we may offer you the option of renewing the Agreement for one or more additional terms having a fixed number of months. If you do not renew the Agreement for a fixed term, it will automatically renew for successive extended terms of three (3) months each unless and until one of us provides the other with notice of non-renewal at least ninety (90) days in advance of the expiration of the initial term or then current extended term, as applicable. If you add service elements to a Hosted System by a subsequent agreement, we may use the word "coterminous" to describe the initial term of the subsequent agreement for those additional elements. If the term of an agreement is "coterminous," the initial term of that agreement shall expire on the last day of the initial term of the agreement that initially established the Hosted System.
8.1 Your first invoice will include: (i) a Setup Fee (if applicable); (ii) a One Time Fee (if applicable); (iii) a monthly recurring fee; and (iv) a Pre Pay Service(s) fee (if applicable). The monthly recurring fee shall be prorated from the Service Commencement Date to the last day of the calendar month (subject to any free time as agreed between you and Rackspace). We may require you to make a payment ahead of the Service Commencement Date (an "Upfront Payment"). We will offset such Upfront Payment against the initial invoice(s) that we raise against your account. Following Service Commencement Date, the monthly recurring fee shall be billed in advance at the beginning of each calendar month. "Utility Fee”, which refers to those fees that apply to Services priced on usage, such as Virtual Machines, email and apps, bandwidth charges and overages, shall be billed monthly in arrears. If we agree to you prepaying for the whole or any part of the term, such prepay amount is exclusive of all Utility Fees. The term Utility Fees may be used interchangeably with the term “Non-Recurring Fees”.
8.2 Fees are due within five (5) days of invoice date. If you have arranged for payment by credit card or direct debit, Rackspace may charge your card or account on or after the invoice date.
8.3 If any amount is overdue by more than thirty (30) days, Rackspace may:
8.3.1 charge interest on overdue amounts at 1.5% per month;
8.3.2 suspend all Services, and services provided pursuant to any unrelated agreement, if you do not pay the overdue amount within four (4) Business Days of our written notice to your billing contact. You agree that if your Services are reinstated after a suspension for non-payment, you will pay a reasonable reinstatement fee.
8.4 In the event Rackspace brings a legal action to collect due to late payment of valid invoices, you must also pay Rackspace’s costs of collection, including reasonable legal fees, expenses and court costs.
8.5 If your payment is returned for insufficient funds, we may charge you an administration fee up to the maximum amount permitted by law.
8.6 All payments will be made in the currency in the Services Description at the exchange rate at the date of the invoice.
8.7 Invoices that are not disputed within one (1) year of invoice date are conclusively deemed accurate.
9. FEE INCREASES
9.1 Increase in Consumer Price Index. If during the initial term or any renewal term there is an increase in the Consumer Price Index as published by the National Office for Statistics over the Consumer Price Index reported for the month in which you signed your Agreement, we may increase your fees by the same percentage as the increase in the Consumer Price Index; provided that we may not increase your fees under this subsection more often than once per twelve (12) months, and we must give you at least thirty (30) days advance written notice of the increase. (Example: if the Consumer Price Index for the month in which you sign the Agreement is 186, and then increases in a subsequent month during the term of the Agreement to 195, we may increase your fees by up to 4.8%).
9.2 Increase after expiry of Term. If following the expiration of the initial term or any renewal term you do not sign a renewal of your Agreement, but continue to use your Services on a rolling three (3) month basis as described in Section 7 (Term) above, then we may increase your fees at any time by any amount, in our sole discretion, on ninety (90) days advance written notice.
10. TERMINATION FOR CONVENIENCE
You may terminate this Agreement for convenience at any time on ninety (90) days advance written notice.
If after providing notice of termination you would like to request a postponement of your termination date, you must provide at least 30 days’ written notice prior to your scheduled termination date. Any applicable early termination fee shall be adjusted accordingly.
11. EARLY TERMINATION FEE
If you terminate this Agreement for convenience or we terminate this Agreement for your breach, in addition to other amounts you may owe, you must pay an early termination fee equal to the total monthly recurring fees for the remaining portion of the then-current term. You will not be charged an early termination fee under this Section in the event you terminate this Agreement as part of an agreement to establish a replacement for the Hosted System in a different Rackspace service segment, even if the overall fees for the replacement system are less than those for the Hosted System, provided that the replacement system is the functional equivalent of the Hosted System.
You may not resell the Hosting Services without Rackspace’s prior written consent.
13. MANAGED BACKUP
13.1 Access and Specifications. You must provide Rackspace with root access to servers for which you have purchased managed backup services, and must permit Rackspace to access your servers as necessary to support and maintain the backup services, including via special agent application users if necessary. You acknowledge that you may be required to configure and maintain your operating system and applications to certain specifications for the backup agents to function properly. We recommend that you test your managed backup service promptly following the Service Commencement Date, and following any change to your OS or application configuration, to determine if it is capturing your data properly.
In the event your primary server or device hardware fails and is replaced, we may not be able to restore your backed up data exactly as it was configured on the failed device. If this risk is not acceptable to you, then we will help you identify other data backup solutions that are more reliable in this situation.
13.2 Support. Support for the managed backup services is not included with the fees for the managed backup services, but is available on an hourly fee basis as a Supplementary Service during Business Hours.
13.3 Disproportionate Use of Shared Resources. We may suspend or terminate your managed backup service on written notice if Rackspace’s other customers who are served by the same infrastructure are adversely impacted by the service we are providing to you, regardless of the reason. You will not be required to pay for the managed backup services during any suspension or following a termination unless the adverse impact resulted from your breach of the Agreement. Your data will not be backed up during any period of suspension or following termination unless you have made other arrangements.
13.4 Retention/Restoration. Rackspace’s managed backup services are designed to facilitate restoration of data to the server or device from which the data originated in the event the primary data is lost or corrupted. Database duplications or "cloning" for purposes other than a restoration of lost or corrupted data as described in this paragraph are not included as part of your managed backup service, but may be arranged as a Supplementary Service for an hourly fee. The "retention" period for your backup refers to the amount of time that we will retain the backup in a useable form for restoration to the server or device from which it originated. If you wish to preserve your backup after the time that this server or device is decommissioned, you must make arrangements with us at least seventy two (72) hours in advance of the scheduled decommissioning of the server or device.
13.5 Other. We may choose to use either tape or disk to collect your data, in our discretion. Provided that we do not impair the security or reliability of your backup service, you agree that we may from time to time test our backup systems, and may use copies of your data as part of these tests. We will treat duplicate data in accordance with the same security standards applicable to your backup service.
14. RACKSPACE DDOS MITIGATION
If you purchase Rackspace DDOS Mitigation, then the Rackspace DDOS Mitigation Addendum at www.rackspace.co.uk/legal/ddos_mitigation as of the date you sign the order or agreement for the Rackspace DDOS Mitigation service is part of the Agreement.
15. MICROSOFT EXCHANGE (DEDICATED)
If you purchase Microsoft Exchange service on a dedicated server, then the addendum at www.rackspace.co.uk/legal/exchange/ as of the date you sign the order or agreement for the service is part of this Agreement.
16. DATA REPLICATION
If you purchase any services that involve data replication at a geographically separate site (such as our DNAS based replication services) then the following applies to your use of that Service: The rate by which the data at the primary site can be transferred to the secondary site will vary depending on the amount and type of data, constraints inherent in your Hosted System, and fluctuations in bandwidth availability. Therefore, at any given time, the secondary site may not be completely up to date. In the event of a failover to the secondary site, the data that has not yet completed the transfer from the primary site will be lost. We may provide you with some guidelines on latency times based on our understanding of your data and system constraints, but these guidelines are not guarantees.
If we host a device that you own in our data centre, then the Colocation Addendum at www.rackspace.co.uk/legal/colocation as of the date you sign the order or agreement covering the colocation services is part of this Agreement.
18. UNSUPPORTED CONFIGURATION ELEMENTS OR SERVICES
If you ask us to implement a configuration element (hardware or software) or hosting service in a manner that is not customary at Rackspace, or that is in "end of life" or "end of support" status, we may designate the element or service as "unsupported", "non-standard", "best efforts", "reasonable endeavours", "one-off", "EOL", "end of support", or with like term in the Services Description (referred to in this Section as an "Unsupported Service"). Rackspace makes no representation or warranty whatsoever regarding any Unsupported Service so designated. You agree that Rackspace shall not be liable to you for any loss or damage arising from the provision of the Unsupported Service. The Service Level Guarantees shall not apply to the Unsupported Service, or any other aspect of the Hosting Services that is adversely affected by the Unsupported Service. You acknowledge that Unsupported Services may not interoperate with Rackspace’s other services, such as backup or monitoring.
19. UTILITY NETWORK ATTACHED STORAGE
If you purchased the Utility NAS service, the Service Level Guarantee at www.rackspace.co.uk/legal/unassla is part of the Agreement.
20. VULNERABILITY TESTING
Vulnerability testing services involve inherent risks, such as data corruption, and impaired performance of your Hosted System. If you ask Rackspace to provide vulnerability testing services, then you agree that Rackspace is not liable to you for any damages arising from the performance of the Services as agreed.
21. IP ADDRESSES
Upon termination of the Agreement you must promptly release any Internet protocol numbers, addresses or address blocks assigned to you in connection with the service (but not any URL or top level domain or domain name) and you agree that we may take steps to change or remove any such IP addresses.
22. RACKSPACE API CODE SUPPORT
If you use Rackspace API Code Support, then the addendum at http://www.rackspace.com/information/legal/apicodesupport is part of the Agreement.
© 2013 Rackspace Limited
6 August 2013