Legal
Cloud Sites SLA
Our no-loophole, no-legalese SLA
The Rackspace Cloud believes that your websites, email and databases should always be protected against unscheduled outages. Our commitment to you is that every effort will be made to keep your sites online.
This isn't an empty promise:
- Cloud Sites, powered by enterprise technology, is built to be highly robust.
- We've hired great people.
Most importantly, we'll credit your next invoice with the equivalent of 1 day's hosting fee for each 60 minutes of unscheduled downtime (up to 100% of your Recurring Fee). It doesn't matter why—any time your websites, email or databases are offline or not functioning as a result of a failure in our systems, data center, or network is considered downtime, and we begin counting from the minute you open an incident report with our support team.
That's it—we've designed our SLA to be ultra-simple. Please note that the Cloud Sites SLA does not cover coding or configuration errors on your part, and like all hosts, we may schedule occasional maintenance windows that will affect the availability of some services. We'll post notification of scheduled maintenance before it happens, and since we operate clusters of servers, maintenance that causes downtime should be rare.
