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RACKSPACE PRIVATE CLOUD

SERVICE LEVEL GUARANTEE

If you have purchased Hosting Services which include Rackspace Private Cloud Support Services (as identified on a given line item in your Services Description), then the following Service Level Guarantee’s shall applies to those devices.

1. RACKSPACE PRIVATE CLOUD SOFTWARE & CONFIGURATION

The Hosted System components which include Rackspace Private Cloud support are deployed to a pre-defined standard as set forth in the Services Description, in conformance with the Rackspace Configuration for OpenStack (available at: /legal/rackstack/) and include the Rackspace Private Cloud Software. 

If we agree to deploy an OpenStack configuration at Rackspace that does not fit our standard deployment, we may identify elements of that configuration as Unsupported Services as described in your Product Terms and Conditions.  Rackspace shall not have any obligation to provide Support for any Hosted System which is identified as Unsupported or Non-Standard.

Rackspace may from time to time update the Rackspace Configuration for OpenStack including in cases where a change to the hardware or architecture requirements is necessary to support new versions of OpenStack or the Rackspace Private Cloud Software.  Following initial deployment, Customer is not required to update the Hosted System in response to such changes, but shall use reasonable efforts to update the Hosted System to the current standards set forth in the Rackspace Configuration for OpenStack at appropriate times in the lifecycle of the hardware, networking and software elements that comprise the Rackspace Private Cloud supported Hosted System.  Notwithstanding the preceding, in order to receive support the applicable Hosted System components must at all times adhere to the supported versions as described in 2.2 below (even if a hardware or configuration change is required to update to a supported version). 

2.  SERVICE LEVEL GUARANTEES

2.1 Escalation Support.  Rackspace will provide escalation resources and support for OpenStack Cloud Controllers and Hosted Nodes on supported version of the Rackspace Private Cloud Software as described in the Rackspace Configuration for OpenStack.  For Escalation Support Services, Rackspace will not provide routine management, monitoring, maintenance or support of the Hosted System, and will not administer your Hosted System, but may require you to run a diagnostic script, provide command line outputs, screenshots, or a remote viewing access to aid in troubleshooting. Rackspace does not guarantee resolution of any engineering or escalation request. Rackspace has no obligation to provide support for the Rackspace Private Cloud Object Storage module or components as part of Escalation Support Services. 

2.2  Supported Versions of OpenStack Software.   Rackspace will provide Support Services only for the version of the Rackspace Private Cloud Software that is the latest release as of the beginning of the deployment.    Rackspace is not required to provide Support Services at any time under this Agreement for any but the current and one prior major version release of the Rackspace Private Cloud Software.  To continue to receive Support Services, Customer must update the Hosted System from time to time with the current Rackspace Private Cloud Software releases.  Customer shall be responsible for initiating updates to released versions, but Rackspace Support Services shall include support for updating. Customer acknowledges that the hardware and architecture requirements may change between versions of the Rackspace Private Cloud Software, and changes to the Hosted System may be required in order to update the Rackspace Private Cloud Software (including upgrading devices or components for an additional fee).

2.3  Core Software Support.  If your Services Description includes Core Software Support Services Rackspace will provide hands on support and maintenance for the core functionality of the Rackspace Private Cloud Software running on your Hosted System. 

This includes:

  • Configuring, patching, upgrading and troubleshooting the host operating systems.
  • Configuring, patching, upgrading and troubleshooting of the Rackspace Private Cloud Software.
  • Provide access to base guest VM images for use in the customer’s Image Catalog
  • Adding or removing the following supported OpenStack services:
    • Nova – Compute Service
    • Glance – Image Catalog Service
    • Keystone – Authentication Service
    • Horizon – Dashboard Service
    • API Service
    • Cinder – Volume Service (Linux host as an iSCSI target only)
    • RabbitMQ – Messaging Service
    • Heat – Orchestration Service
    • Neutron – Software Defined Networking Service
  • Rackspace will monitor the processes associated with the above OpenStack services and respond to alerts within the Response Times described in Section 2.5 below.
  • Rackspace will configure and troubleshoot the above supported OpenStack Services on the latest stable release of the Rackspace Private Cloud Software, and will upgrade the supported OpenStack Services to the latest version found in the current stable release of the Rackspace Private Cloud Software.
  • Rackspace will patch the above supported OpenStack Services with the latest publicly available stable release(s) of the OpenStack project which have been tested and validated by the Rackspace QA team against the Rackspace Private Cloud Software.
  • Rackspace will monitor the CPU, disk space, and memory resources of the Hosted System servers running the Rackspace Private Cloud Software for alerts, and will notify you of any such alerts by ticket in the My.Rackspace Customer Portal within the Response Times described in Section 2.5 below.
  • Rackspace will add or remove compute nodes upon request during a Customer scheduled maintenance window (maintenance windows are subject to availability, Rackspace cannot guarantee the timeframe necessary for the completion of a given maintenance).
  • Please note: Core Software Support  does not include any support for Rackspace Private Cloud Object Storage Service.

 

2.4 Rackspace Private Cloud Object Storage Support.  If your Services Description includes Rackspace Private Cloud Object Storage, Rackspace will provide hands on support and maintenance for the core functionality of the Rackspace Private Cloud Object Storage service elements of the Private Cloud Software running on your Hosted System. 

Rackspace Private Cloud Object Storage Support includes:

  • Configuring, patching, upgrading and troubleshooting the host operating systems.
  • Configuring, patching, upgrading and troubleshooting of the Rackspace Private Cloud Software, if applicable.
  • Configuring, patching, upgrading and troubleshooting of the Rackspace Private Cloud Object Storage Software
  • Rackspace will monitor the Rackspace Private Cloud Object Storage services and respond to alerts within the Response Times described in Section 2.5 below.
  • Rackspace will configure and troubleshoot the above Rackspace Private Cloud Object Storage on the latest stable release of the software, and will work with customers to schedule an upgrade of the supported Rackspace Private Cloud Object Storage services to the latest version found in the current stable release.
  • Rackspace will patch Rackspace Private Cloud Object Storage with the latest publicly available stable release(s) of the OpenStack project which have been tested and validated by the Rackspace QA team against the Rackspace Private Cloud Software.
  • Rackspace will monitor the CPU, disk space, and memory resources of the Hosted System servers running Rackspace Private Cloud Object Storage for alerts, and will notify you of any such alerts by ticket in the My.Rackspace Customer Portal within the Response Times described in Section 2.5 below.
  • Adding and removing the Rackspace Private Cloud Object Storage.
  • Rackspace will provision additional storage nodes or remove storage nodes during a maintenance window scheduled with Customer.  Maintenance windows are subject to availability. Rackspace cannot guarantee the timeframe necessary for the completion of a given maintenance.  The Support team will proactively communicate any timeframe changes with the Customers.  Note: Ring balancing process may result in an impact on the performance, operability and/or availability of the Rackspace Private Cloud Object Storage Service (exceeding the maintenance window timeframe during which active work is performed) – for more details please discuss with your Rackspace support team.
  • In the event of a drive or node failure, Rackspace will schedule a maintenance window with Customer to initiate re-balancing of the ring after the failed drive(s) or node(s) have been replaced.
  • Rackspace will configure and manage both storage nodes and proxy nodes in the Hosted System.

 

2.5 SERVICE LEVEL GUARANTEES

2.5.1 Response Time Service Level Guarantee

Support Hours

Support for Urgent requests is available 24 x 7, year round.

SEVERITY LEVELS

Rackspace shall designate each support request according to the following categories, depending on the severity of the impact experienced by Customer:

Emergency:
•    Definition: Customer is unable to fulfill its business objectives.  
•    Example: Unable to launch or terminate instances, instances failing, or the OpenStack cloud is partially or wholly inoperable.  Unable to store or retrieve any objects in Rackspace Private Cloud Object Storage.

Urgent:
•    Definition:  Customer business objectives are impaired, but not completely obstructed.
•    Example: Inability to launch or terminate new instances but current instances are operating normally.  An entire Rackspace Private Cloud Object Storage Zone goes down.

Standard: 
•    Definition:  Non-critical; some anomalous behavior in Customer OpenStack.
•    Example:  Unusual delay in launching new instances or in interacting with the OpenStack API; also includes support call classified as incidents.  Rackspace Private Cloud Object Storage node failure.

Customer agrees to accept the severity levels defined and communicated by Rackspace, provided that Rackspace’s designation is reasonable.  

RESPONSE TIMES

 

Severity Level                        Escalation Support                           Core Support

                                             Initial Live Response                        Initial Live Response

Emergency                            2 hours                                              15 minutes

Urgent                                  4 hours                                               1 hour            

Standard                               1 Business Day                                    4 hours

           

If Rackspace fails to meet a response time stated above, Rackspace will issue a credit of $100, plus an additional credit of $100 for each additional increment of time for which the response time guarantee is not met, up to a total of $1,000.  Credits will be applied to invoices issued after the approval of the credit.  Unused credits shall not be refunded.

Once engaged, Rackspace will work with Customer representatives to resolve the problem by either providing a resolution, steps towards a resolution, workaround, configuration changes, or escalation of a bug report to the OpenStack community.  If an issue is possibly an unknown OpenStack bug, Rackspace may report the bug along with a description of the issue to the OpenStack community and will investigate remediation approaches internally.

Rackspace will work continuously (24 x 7) using diligent efforts on an Urgent request until the issue is resolved, is determined to be unresolvable, or the issue is resolved with a work around sufficient to re-categorize to the Medium Level.

The times above are response times, not resolution times.  Rackspace makes no guarantee regarding the time to resolve a support request, only that it will those effort described above.

 

2.5.2 Control Plane Service Level Guarantee

If you are running Rackspace Private Cloud Software version 9.0.1 or greater, and have purchased Core Support or Private Cloud Object Storage Support, Rackspace provides a service level guarantee for the control plane of the Rackspace Private Cloud Software components of your Hosted System.

The “control plane” means the OpenStack Project APIs (Application Programming Interfaces) used to perform various functions on the Rackspace Private Cloud system (see details below).

We guarantee the Rackspace Private Cloud control plane will be available 99.99% of the time in any given monthly billing period except for Maintenance. 
                            SLA Credit for Control Plane:    
                            Monthly Availability        Credit Percentage*
                            100% – 99.99%                               0%   
                            < 99.99% – 99.9%                          10%
                            < 99.9% – 99.0%                            20%
                            < 99.0%                                         30%

Monthly Availability
Monthly Availability1 is measured as follows:

Rackspace will measure the availability of the control plane using Rackspace monitoring tools.  The Rackspace monitoring tool will make a request to all API service running in the control plane from multiple separate Rackspace datacenter locations and will capture valid API Responses2 and valid API Errors3.

Calculation Formula (represented as a percentage):
(Valid API Responses)/( Valid API Responses + valid API Errors)

1Monthly Availability applies to a single control plane managing a given Hosted System running the Rackspace Private Cloud Software, for which you have purchased Rackspace Private Cloud support services.  If more than one control plane is deployed, each control plane’s Monthly Availability will be separately calculated.
2A “401 Unauthorized” is considered a valid API response for purposes of this SLA.
3To rule out general internet connectivity issues, only simultaneous API Errors from all monitoring locations will be considered to be valid API Errors.

* Credits will be calculated as a percentage the fees for the affected Hosted System for the monthly billing period.  In the event that another SLA applies to an event which is the cause of the unavailability (such as the Network, Hardware, or Infrastructure Service Level Guarantees identified in the Product Terms and Conditions) then that SLA shall apply exclusively to the event and this Control Plane SLA shall not apply.

Scope
For purposes of the Control Plane Service Level Agreement outlined above “OpenStack Project APIs” means the API services for the following OpenStack projects: Compute (Nova), Networking (Neutron), Image Service (Glance), Identity (Keystone), Orchestration (Heat), Block Storage (Cinder), Object Storage** (Swift)
** if you have purchased Software Support for Swift for the applicable Hosted System.

2.5.3 Limitations.  Notwithstanding anything in the Service Level Guarantees to the contrary, the maximum total credit for the monthly billing period, including all guarantees, shall not exceed 100% of your monthly recurring fee for the affected Hosted System. Credits that would be available but for this limitation will not be carried forward to future billing periods.

The Control Plane Service Level Guarantee described in Section 2.5.2 is your sole and exclusive remedy for Rackspace Private Cloud Control Plane unavailability.  The Control Plane Service Level Guarantee shall not apply in the event that you opt-out of the appropriate monitoring for your Services or disable, block, remove or otherwise interfere with monitoring for the Services.

Other than as described in this Section 2.5.3, the terms and conditions regarding Service Level Guarantees (including Downtime Measurement, Maintenance, Data Center Upgrades and Limitations) described in the Product Terms and Conditions apply to the Service Level Guarantees described in Section 2.5.1 and 2.5.2.