Rackspace has developed two comprehensive hosting services, namely Managed and Intensive. They differ according to the level and depth of service provided. For example Managed offers 24/7/365 technical support available on demand, whilst Intensive features a dedicated support team which proactively cares for your solution. In addition Intensive hosting goes beyond the managed service by providing application uptime guarantees.
| MANAGED |
INTENSIVE |
| Basics |
| Unlimited access to live support personnel 24x7x365 |
Unlimited access to live
support personnel 24x7x365 |
| Managed multi-homed, Tier 1 network (Zero-Downtime SLA) |
Managed multi-homed,
Tier 1 network (Zero-Downtime SLA) |
| World-class data centres with redundant power and HVAC systems |
World-class data centres
with redundant power and HVAC systems |
| Performance SLA |
| Full MyRackspace customer portal access including RackDNS™ system |
Full MyRackspace customer
portal access including RackDNS™ system |
| 100% Network Uptime |
100% Network Uptime |
| 1-Hour Hardware Replacement |
1-Hour Hardware Replacement |
| -
|
Application infrastructure uptime SLA |
| Customer Care Services |
| Dedicated Account Manager and Business Development Consultant |
Dedicated Account Manager and Dedicated Lead Technician to perform ongoing needs analysis and consulting |
| 24x7 team focused on
your platform and complexity type |
24x7 supporting team of OS, database and application experts |
| Auto-provisioned implementation for rapid deployment |
Priority escalation to key vendors |
| Rackspace 101 session for smooth start |
Custom deployment project managed by account manager |
| -
|
Extensive implementation and migration planning and assistance |
| -
|
Monthly account consultation |
| -
|
Change Management Coordinator for configuration changes |
| Monitoring & Issue Response |
| Standard monitoring (ports and services) |
Custom monitoring of all elements impacting
uptime SLA |
| Immediate response to Monitoring Down Events |
Immediate response to Monitoring Down Events |
| Email/Pager Alerts |
Email/Pager Alerts |
| Notification preferences and standard response
specifications |
Advanced performance monitoring to proactively
identify issues |
| -
|
Predictive failure monitoring |
| -
|
Detailed run book established during implementation
consultation |
| Reporting |
| Online Ticketing |
Online Ticketing |
| Detailed Backup Utilisation |
Detailed Backup Utilisation |
| Bandwidth Utilisation |
Bandwidth Utilisation |
| -
|
Custom monthly trend
reporting from monitoring data |
| -
|
Performance & Capacity
Management |
| -
|
Monthly support ticket
trending |
| Server & Device Administration |
| Customised Specifications
(No prepackaged hardware) |
Customised Specifications
(No prepackaged hardware) |
| ASP licensing on key
components |
ASP licensing on key
components |
| Unlimited Sys Admin troubleshooting |
Unlimited Sys Admin troubleshooting |
| Optional high availability
server capabilities |
High availability server
capabilities |
| -
|
Managed Active Directory |
| -
|
Disk Defragmentation
Management |
| Managed Security |
| Automated OS patching |
Customised patching and
roll-back capabilities |
| Optional third-party
security audit |
Third party security
audit upon implementation |
| Optional managed firewall
device |
Managed firewall device
(required) |
| Optional Managed VPN
access |
Managed VPN access |
| Server compromise checks
on demand |
Server virus scanning |
| Optional Managed Network-based Intrusion
Detection |
Optional Managed Network-based Intrusion
Detection |
