End of Life Terms

“Deprecated Service” means a Rackspace-provided Service, or element of such Service,
which may include software, hardware, networking, storage, support, or any component thereof, that is designated “End
of Sale”, “End of Support” or “End of Life”.

“Incipient Service” means a Rackspace-provided Service or element of such Service, which may include
software, hardware, networking, storage, support, or any component thereof, that has been designated
“generally available” for sale within the past six months.

“Non-Preferred Service” means a Rackspace-provided Service or element of such Service, which may
include software, hardware, networking, storage, supoort, or any component thereof, that is not a part of
Rackspace’s preferred product portfolio and is provided to Customer on an ad-hoc or one-off basis.

2. END OF SALE. If designated as “End of Sale”, Rackspace will not sell, and at its option, may not renew
a Deprecated Service, however, Rackspace may continue to support existing purchases pursuant to the
Agreement until the End of Support and/or End of Life date.

3. END OF SUPPORT. If designated as “End of Support”, the following terms apply to Customer’s
continued use of the Deprecated Service:

• 3.1. Extended Support. Beginning on the designated End of Support date for a Deprecated Service
  and continuing thereafter until such Deprecated Service is decommissioned from the Customer
  Configuration, Rackspace may charge Customer an additional monthly Fee per Deprecated Service
  component (“Extended Support”) (e.g., if the additional Fee for an instance of RHEL 6 is US$50 and
  Customer has 10 instances within the Customer Configuration, Customer would incur an additional
  US$500 per month). Rackspace may, in its sole discretion, exempt a Deprecated Service from
  Extended Support. Pricing for Extended Support is identified in the applicable Deprecated Service
  lifecycle notifications sent to Customer. Support for any Deprecated Service not subject to Extended
  Support may be subject to Rackspace’s then current hourly rates.
• 3.2. Security. If Rackspace determines that the security of a Deprecated Service has been
  compromised at any level, Rackspace may, at its discretion, remove the Deprecated Service from the
  network to safeguard the security of Rackspace and/or its other customers. A Deprecated Service that
  is removed from the network will be decommissioned and will not be returned to service. Depending on
  the Deprecated Service, Rackspace may not be able to return data contained on the decommissioned
  Deprecated Service to Customer.
• 3.3. Limited Hours. Support will be unavailable or available only during limited hours, and not 24 x 7,
  irrespective of the terms of Service in the Agreement.
• 3.4. Training and Resources. Rackspace will discontinue the development of internal systems and
  resources for, and training of its personnel on, the Deprecated Service, and Rackspace personnel may
  not possess the technical expertise necessary to address Customer’s support requests.
• 3.5. Replacement and Upgrades Availability. Replacement and upgrade parts and components for
  hardware, and patches and UPDATEs for software, are subject to availability from Rackspace and its
  Representatives. Rackspace may not be able to obtain required parts, components, patches, and/or
  UPDATEs and may not be able to repair or replace Deprecated Services.
• 3.6. Vendor Support. Customer acknowledges that vendors may stop releasing security patches and
  UPDATEs after the End of Support date, which may decrease environment security and increase the risk
  of compromise (e.g., through cyber-attack, unauthorized access, spyware, trojan, etc.). Continued
  operation of a Deprecated Service may limit the security, functionality, and/or performance of the
  Services generally.
• 3.7. Service Levels. Rackspace’s SLAs do not apply and do not apply to any other Customer Services
  that are adversely affected by Deprecated Services designated as End of Support.
• 3.8. No Warranties; No Liability. Support is provided on an “AS-IS” basis. Rackspace makes no
  representations and no warranties regarding the Deprecated Service and support provided for such
  Deprecated Service, and without limiting the generality of the foregoing, specifically disclaims all
  support obligations in connection with the Deprecated Service and any components thereof. Customer
  agrees that Rackspace shall not be liable for any loss or damage, nor any loss of data, arising from or
  in relation to the Deprecated Service and/or from the provision of support in connection therewith.

4. END OF LIFE. If designated as “End of Life”, Rackspace has no obligation to continue providing the
Deprecated Service and/or any manner of support for such Deprecated Service. If Rackspace permits a
Deprecated Service to remain available and/or continues to support a Deprecated Service following an End
of Life designation, the following terms apply:

• 4.1. Support Terms. The Deprecated Service and any Services reliant on that Deprecated Service are
  subject to the End of Support terms identified in section 3. Additionally, the Deprecated Service and
  any Services reliant on the Deprecated Service are provided without assistance, UPDATEs, problem
  resolution, component supply, backup, or support of any kind. If support is provided, it will be on an
  “AS-IS” basis, without Rackspace representation, warranty, or guarantee, and without Rackspace
  liability for any loss or damage, or loss of data, arising from or in relation to the Deprecated Service, or
  any Services reliant on such Deprecated Service.
• 4.2. Availability. At any time, in its sole discretion, Rackspace may terminate that portion of the
  applicable Service Order pursuant to which the Deprecated Service was purchased, and Rackspace
  will remove, or Customer will remove at Rackspace’s direction, all associated Service elements from the Customer Configuration.

5. DEPRECATION DESIGNATIONS.

• 5.1. Notice, Generally. Generally, Rackspace provides notice of End of Sale, End of Support, and/or
  End of Life dates for its Services on this webpage, below. If a date is not provided for End of Sale, End
  of Support, and/or End of Life, then Rackspace will provide Customer at least 6 months’ notice prior to
  designating any Service as End of Sale, End of Support, or End of Life. Rackspace may freely designate
  a Service as End of Sale, End of Support, or End of Life, in its sole discretion, without regard to prior
  Service status or designation.
• 5.2. Exceptions.

  • (A) Non-Preferred & Incipient Services. Notwithstanding section 5.1, Rackspace may schedule a
    Non-Preferred Service and/or Incipient Service for End of Sale, End of Support, or End of Life,
    provided Rackspace gives Customer at least 60 days prior notice and, in the case of an Incipient
    Service, such notice has been provided to Customer within six months of the “general availability”
    date of the Incipient Service.
  • (B) Emergency End of Life. Notwithstanding section 5.1, Rackspace may schedule any Service
    for End of Life on at least 60 days prior notice where such Service is determined by Rackspace to
    pose an un-remediable security risk to Rackspace, its customers, or both.