Critical Application Services – Advanced Service Level Guarantee

Your customers need you. Don’t waste time worrying about your infrastructure

Online presence is mission-critical and web sites and applications demand world-class, enterprise-level hosting solutions. The Critical Application Services - Advanced Service Level Guarantee provides a 100% production platform uptime guarantee for organisations that demand the highest possible level of performance and uptime on their critical applications and websites. The guarantee also allows us to offer higher credits* in those instances where we don’t perform according to our SLA.

Proactive performance and utilisation management

Critical Application Services is a ready-to-use solution utilising a unique combination of web scale engineers, deep-level performance monitoring and continued guidance to ensure platform performance is fully optimised throughout the application and infrastructure environment.

The scale and dedication of our service allows you to remove the arduous IT tasks of application setup, configuration and monitoring from your business, and instead free up resources to focus on your business goals.

Complement your existing team with our highly technical support engineers

Our fully dedicated Web Scale Engineers have extensive application layer and infrastructure management experience, spanning multiple customer environments based on LAMP (Linux, Apache, MySQL, PHP-PERL-Python) and Microsoft (Windows, IIS, MS SQL, .NET/ASP).

With the open cloud advancements, innovation will move at an ever-increasing pace. We'll keep your systems up-to-date, and provide a holistic view on your solution to help maintain efficiency across your entire environment, and ultimately allow you to focus on what really matters, your customers.

Why Critical Application Services?

• Five-Minute Notification Guarantee - You'll receive notifications of performance issues within 5 minutes of identification
• 1-Hour Hardware Repair or Replacement Guarantee** - Within one-hour of problem identification, hardware is repaired or replaced.
• Higher Credits - If we don't perform according to our SLA, we can offer our customers higher credits* in those instances where we don’t perform according to our SLA.

Rackspace Critical Application Services Features

• Web Scale Engineering (WSE) - Custom implementation and ongoing optimisation of the application and infrastructure environment
• Application Performance Management (APM) - Monitors all end-user transactions of web-based applications with real-time visibility to any issues affecting application performance
• Advanced Infrastructure Monitoring (AIM) - Centralised, real-time visibility into infrastructure performance
• Advanced Static and Synthetic URL Monitoring - Verifies that your website visitors can complete a necessary series of steps successfully and without any site errors.

Critical Application Services also enables organisations to maximise the effectiveness of Adobe CQ, the foundation of Adobe’s Web Experience Management (WEM) solution. Adobe WEM provides digital marketers with easy-to-use, web-based applications for creating, managing, measuring and optimising personalised online experiences across web, mobile and social channels. Support features include:

• Setup of Adobe CQ optimised development, testing, staging, pre-production and production-ready environments for both perpetual- and cloud-based licenses
• Installation and configuration of Author, Publisher and Dispatcher services and Web application servers
• Managing patches, upgrades and infrastructure expansions

* Versus the credit available on certain service level guarantees under Rackspace's standard SLAs for its Managed Colocation, Managed , Intensive and Cloud offerings. Any and all credit is capped at 100% of monthly fees. Your eligibility for a credit under the Critical Application Services - Advanced Service Level Guarantee is subject to the terms described in such guarantee. The higher credit levels offered under the Critical Application Services - Advanced Service Level Guarantee are: (i) applicable to certain hosted solutions; and (ii) are available on only certain of the service level guarantees under Rackspace's standard SLAs for its Managed Colocation, Managed, Intensive and Cloud offerings . Click here for more details.

** The one-hour hardware replacement guarantee applies to switches, firewalls, load balancers, servers and direct attached storage devices only.