When businesses move their web hosting to a third-party provider, they often enter into a service level agreement (SLA) to ensure that the provider guarantees a certain level of service and uptime. One such provider is Rackspace, a popular web hosting and cloud computing company.
Rackspace`s SLA outlines what customers can expect from the company in terms of reliability and performance. Let`s take a closer look at what the Rackspace SLA includes.
Rackspace promises a 100% uptime guarantee for the network and power infrastructure of their data centers. This means that if there is an outage due to a fault in their systems, they will credit customers with a certain amount of money that corresponds to the downtime.
Response Time Guarantee
Rackspace also promises a response time guarantee for their customer support team. If a customer reports an issue, Rackspace`s service team will respond within 15 minutes, 24/7/365. This ensures that any issues are addressed quickly and efficiently.
Hardware Replacement Guarantee
In the event of a hardware failure, Rackspace guarantees to replace the failed hardware within one hour of identifying the problem. This is important for businesses that rely on their servers to be up and running at all times.
Rackspace guarantees to protect their customers` data with a variety of security measures, including firewalls, multi-factor authentication, and intrusion detection systems. They also undergo regular security audits and maintain compliance with industry standards, such as PCI DSS.
In conclusion, the Rackspace SLA is a comprehensive agreement that outlines the company`s commitments to their customers in terms of uptime, response time, hardware replacement, and security. By entering into this agreement with Rackspace, businesses can ensure that they are receiving reliable and high-quality web hosting and cloud computing services.