24/7 SUPPORT: 0800 988 0300 | +44 20 8734 2700
24/7 SALES: 0800 988 0100 | +44 20 8734 2600
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 |
 |
| The business case for outsourcing |
