CLOUD ANYWHERE SUPPORT PROCESS AND SLA

SUPPORT OVERVIEW

Standard and Escalation Support

Rackspace support personnel will provide the initial response to all incoming requests. If the Routine Support personnel are unable to resolve the request because of a deployment defect, identification of a system bug, vulnerability concern, or other issue, they will escalate the request to Escalation Support personnel.

Support Methods:

You may request support by opening a support ticket via your MyRackspace portal or by calling your account team.

SUPPORT HOURS

24 x 7, year round for Escalation Urgent level requests and all Routine Requests

Support for Escalation Medium and Low level requests is available from 9:00 a.m. – 6:00 p.m. United States Central time, Monday – Friday, excluding federal public holidays in the United States, and 8:00 a.m. – 5:00 p.m. Monday through Friday, excluding public holidays in the United Kingdom.

SEVERITY LEVELS
Rackspace shall designate each support request according to the following categories, depending on the severity of the impact experienced by Customer:

Urgent:

• Definition: Customer is unable to fulfill its business objectives.
• Example: Unable to launch or terminate instances, instances failing, or the OpenStack cloud is partially or wholly inoperable.

Medium:

• Definition: Customer business objectives are impaired, but not completely obstructed.
• Example: Inability to launch or terminate new instances but current instances are operating normally.

Low:

• Definition: Non-critical; some anomalous behavior in Customer OpenStack.
• Example: Unusual delay in launching new instances or in interacting with the OpenStack API; also includes support call classified as incidents.

Customer will accept the severity levels defined and communicated by Rackspace, provided that Rackspace’s designation is reasonable.

RESPONSE TIMES

Support

*times measured from escalation by Rackspace Routine Support personnel

If Rackspace fails to meet a response time stated above, Rackspace will issue a credit of £65, plus an additional credit of £65 for each additional increment of time for which the response time guarantee is not met, up to a total of £650. Customer must request a credit in writing via a support ticket no later than seven (7) days following the occurrence of the event giving rise to the credit. Credits will be applied to invoices issued after the approval of the credit. Unused credits shall not be refunded

Once engaged, Rackspace will work with Customer representatives to resolve the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug report to the OpenStack community. Rackspace will work continuously (24 x 7) using diligent efforts on an Urgent request until the issue is resolved, is determined to be unresolvable, or the issue is resolved with a work around sufficient to re-categorize to the Medium Level.
The times above are response times, not resolution times. Rackspace makes no guarantee regarding the time to resolve a support request, only that it will those effort described above.

CUSTOMER OBLIGATIONS
Customer shall provide access to the supported environment via a bastion server as described below], and such information as Rackspace may reasonably request to address the support issue, including information necessary to duplicate the issue experienced by Customer. Customer shall make available to Rackspace personnel who have sufficient knowledge of the relevant systems to understand and accurately communicate technical details critical to Rackspace in understanding the issue, and assist Rackspace in diagnosing and troubleshooting the problem. Customer must fully engage and cooperate with Rackspace’s personnel to gather appropriate information and troubleshoot the issue.
Implementation, maintenance, and the security of the bastion server is the responsibility of Customer. The bastion server must adhere to the following rules:

• Access policy must deny by default
• Access rights are explicitly granted
• Operating system and any installed applications must be kept fully patched
• Unnecessary user accounts, protocols and services must be removed
• All ports that are not explicitly required must be blocked
• The bastion server should be single purpose and not perform another service or function
• Logging of all successful & failed login attempts must be enabled and include username, date/time stamp, source IP, destination IP, port, protocol, and result

Connections made by Rackspace support staff to off premise Customer environments shall utilize a one-time session key made available by Customer to Rackspace support personnel at the time of service. This shall be a one-time key valid only for that session and revoked once the session is complete. Subsequent sessions will require new key provisioning. It is Customer’s responsibility to provision and revoke session keys.

EXCLUSIONS AND OUT OF SCOPE ITEMS
Some examples of the items not included in Support Services are:

• third party APIs, software, libraries, drivers, add-ons for interacting with OpenStack API’s, including those created or distributed by Customer
• monitoring and issue identification
• unmerged customizations to OpenStack Powertrain