Managed SLA

Because availability is critical for your mission-critical hosting environment, Digitally Intuitive Gurus (techDIGITS.com) is able to pass on Rackspace;s Service Level Agreement (SLA) which is designed to protect customers against unscheduled outages. Only a specialist can offer the most uncompromising SLA in the hosting industry, guaranteeing a Zero-Downtime Network™ and One-hour Hardware Replacement. The SLA provides unsurpassed levels of availability.

Zero-Downtime Network™
Rackspace guarantees that its network will be available 100% of the time in a given month, excluding scheduled maintenance. 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 is measured from the time the trouble ticket is opened.

Infrastructure
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. 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 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
Rackspace guarantees the functioning of all 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. Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included with the server. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications.