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Rackspace Replication Manager Service Level Guarantee

Rackspace offers a customizable Recovery Time Service Level Guarantee when using the Replication Manager Service.

Recovery Time: Once a successful Failover Test has been completed and validated by the Rackspace Replication Manager Architecture Team, your recovery time for the purposes of this Service Level Guarantee will be determined by doubling the recovery time recorded in the successful Failover Test of the Production Recovery Plan.

Rackspace guarantees all Target Virtual Machines shall be powered-on in accordance with the Production Recovery Plan during an Unplanned Failover with the Recovery Time described above. For the purposes of this Service Level Guarantee, the start and end time of Recovery Time shall be defined as:

     start time: The earlier of either the initiation of Unplanned Failover ticket or when a customer uses the Unplanned Failover functionality of the MyRackspace customer portal.

     end time: Completion of powering-on all Target Virtual Machines according to the Production Recovery Plan.

Your Recovery Time Service Level Guarantee is valid for a 90-day period following each successful Failover Test.  You must schedule and conduct a new Failover Test(s) using your Production Recovery Plan to revalidate your subsequent Recovery Time Service Level Guarantee.

Remedy: Credit of 100% of the monthly utility fee for all Source Virtual Machines configured in the Production Recovery Plan.

Limitations:  To be eligible for the Recovery Time Service Level Guaranty, you must meet the following minimum requirements:

  • The configuration must follow the Replication Manager Service Guidelines (at www.rackspace.com/information/legal/replicationmgrguidelines) and be approved by the Rackspace Replication Manager Architecture Team.
  • Customer must perform a successful Failover Test of their Production Recovery Plan in the immediately preceding 90-day period. 
  • Although you may include Unsupported virtual machines in your Production Recovery Plan, you may not include any other Unsupported Services in your Production Recovery Plan. Rackspace makes no guarantees as to the functionality of Replication Manager Services when combined with any Unsupported Services and you will not be entitled to any Service Level Guarantee credits for Unsupported Services, including Unsupported virtual machines.
  • The maximum total credit for any calendar month for failure to meet these Service Level Guaranties 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 months. 
  • You are not entitled to a credit if you are in breach of the Agreement (including your payment obligations to us) at the time of the occurrence of the event giving rise to the credit until you have cured the breach.  You are not entitled to a credit if the event giving rise to the credit would not have occurred but for your breach of the Agreement.