Database Security Services Product Specific Terms
Database Security Services Product Specific Terms
If you use Database Security Services from Rackspace, then these additional Terms and Conditions apply to your Services.
1. Database Security Services
The Database Security Services are designed to help prevent the risk of compromise to your Hosted System by allowing you to establish parameters to identify unauthorized attempts to access or alter information stored on your database servers.
While the use of Database Security Services can assist you in both securing your Hosted System and meeting various regulatory requirements, it is only a part of a complete security or compliance solution. Rackspace makes no guarantee whatsoever that your use of a Database Security Services will prevent security breaches of your data or Hosted System or meet any compliance or regulatory requirement. You are responsible for understanding the regulatory requirements applicable to your business and use of the Rackspace Services, and for the components of your Hosted System that meet such requirements.
Your purchase of the Database Security Services from Rackspace includes a monthly management Service administered by Imperva® in conjunction with your Rackspace support team (identified on your Services Description as either Silver or Gold).
To support your Database Security Services, Rackspace will utilize a SecureSphere® MX Management Server which is shared with multiple customers also using the Database Security Services and you will have a dedicated SecureSphere® appliance installed in your configuration.
If you purchase a High-Availability Service (as identified on your Services Description), then Rackspace will deploy a pair of SecureSphere® appliances in HA mode.
In order to receive support from Imperva®’s Security Operations Center, you agree that you will cooperate with Rackspace to provide relevant information regarding your configuration. If you fail to respond to Rackspace’s reasonable request for information regarding your configuration, then your use of the Service will be on an AS IS basis with no representations or warranties whatsoever.
2. Initial/Default Configuration
Rackspace will apply the latest patch for the desired appliance firmware version, run the First Time Login initial configuration wizard, configure your dedicated SecureSphere® appliance and register your dedicated SecureSphere® appliance with our shared MX Management Server.
The Database Security Services will fail-open, which means that while database server traffic will not be blocked in the event of a failure, traffic will also not be monitored for attacks. Customers seeking uninterrupted monitoring for threats to their database should consider the High Availability (HA) configuration option.
3. Support Obligations and Services
Hardware. The hardware replacement service levels and remedies stated in your applicable Service Level Guarantee or Product Terms and Conditions apply to the Database Security Services and devices.
Response Times. Rackspace will escalate your support requests to the Imperva® SOC as it deems appropriate, and will provide the following response time Service Level Commitment for support requests (“Standard” requests include configuration changes and issues resulting in the degraded performance of a non-material aspect of the Service or of your Hosted System; “Critical” requests include downtime or degraded performance of non-material elements of your Service or Hosted System):
| Support | Initial Live Response | Level of Effort | |
| Silver | Critical | Less than 1 hour, 24×7 | continuous 24×7 |
| Standard | Up to 8 hours | business hours | |
| Gold | Critical | Less than 1 hour, 24×7 | continuous 24×7 |
| Standard | Up to 4 hours |
Support requests must be made via ticket (through your MyRackspace portal) or via telephone (by contacting your support team). The response time guaranties stated above do not apply to support requests made via email. Rackspace will respond either via support ticket, telephone call, or both depending on the severity of the situation and consistent with any procedures we have established with you for your account.
If Rackspace fails to meet the response time commitments described above, you are entitled to a credit of $100 per event, plus an additional $100 for each additional increment of time for which the Response Time is not met (for example, every additional 8 hours for a Standard request with Silver Support after the initial 8), up to 100% of your monthly recurring fee for the Database Security Services in any given calendar month. This credit is your sole and exclusive remedy for Rackspace’s failure to meet the response times identified above.
Silver Support. If you purchase Silver Support (as identified on your Services Description) then Rackspace, in conjunction with Imperva®, will provide Support for:
- Initial configuration and provisioning
- Initial Tuning
- Weekly alert Reports
- Ongoing Maintenance
- Audit Log Life cycle management
- Daily backup of all SecureSphere® appliances
- 24×7 Health Monitoring of your SecureSphere®
- Patch Installation (scheduled with you)
- General Configuration and Reporting
Gold Support. If you purchase Gold Support (as identified on your Services Description) then in addition to the above Rackspace, in conjunction with Imperva®, will provide Support for:
- User Rights Management
- Data Classification service
4. Disclaimer
You acknowledge that the Rackspace Database Security Service may not successfully mitigate all attacks or block all malicious traffic, and may also result in some legitimate traffic being diverted from your database(s). EXCEPT AS EXPLICITLY DESCRIBED ABOVE, RACKSPACE MAKES NO WARRANTY OR GUARANTY WHATSOEVER REGARDING THE IMPERVA SECURESPHERE® APPLIANCE AND TO THE EXTENT PERMITTED BY APPLICABLE LAW, DISCLAIMS ANY AND ALL WARRANTIES INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT.