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There are lots of hosting companies offering uptime and hardware replacement guarantees, but only Rackspace combines 100% uptime and 1-hour hardware replacement.

For years, Rackspace has set the standard in customer service with Fanatical Support™, offering one of the most aggressive Service Level Agreements in the hosting industry.

Now, the company that brought you Fanatical Support has raised the bar.

100% Uptime Guarantee

§ Rackspace guarantees that the network will be available 100% of the time in a given month, excluding scheduled maintenance.

§ Many hosting companies offer uptime guarantees, but Rackspace is the only one that can back its guarantee with a proven success of delivering more than 30 consecutive months of 100% network availability.

§ No downtime means your mission critical applications and Web site will always be online when you or your customers need them.

§ Receive up to 100% of your monthly fee in the unlikely event of downtime.
1-Hour Hardware Replacement Guarantee

§ Rackspace guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer.

§ Rackspace guarantees any hardware issues to be resolved within one hour, while many service providers promise to provide an initial response to customer problems within a few hours.

§ Fast replacement leads to less downtime and less interruption of service, which leads to more uptime for revenue generating activities on your site.

§ In the unlikely event that hardware replacement takes more than one hour, Rackspace offers generous customer refunds, up to 100% of your monthly fee.

Service Level Agreements

Rackspace understands the importance of server availability to our customers and is committed to providing services at a standard of excellence commensurate with the best practice in the industry. We have developed the following levels of service to ensure maximum performance and uptime.

The Rackspace SLA provides commitments in three key areas:

Network Uptime

Rackspace guarantees that the network will be available 100% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, Rackspace will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee). Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime exists when a particular customer is unable to transmit and receive data and Rackspace records such failure in the Rackspace trouble ticket system. Network downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data.

Infrastructure Guarantee

Rackspace guarantees that the critical infrastructure systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, Rackspace will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee). Critical infrastructure includes functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and Rackspace records such failure in the Rackspace trouble ticket system. Infrastructure downtime is measured from the time the customer opens a trouble ticket regarding server downtime to the time the problem is resolved and the server is powered back on.

Hardware Guarantee

Rackspace guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Rackspace identifies the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification. In the event that it takes us more than one hour to replace faulty hardware, Rackspace will refund the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.