Hosting Service Level Agreement
Our Hosting Partner: Rackspace
Seybold Scientific has chosen the Tier 1 hosting provider Rackspace as our hosting delivery partner. Their enterprise level hosting platform provides maximum uptime, backup and fail-over redundancy for our clients with financial guarantees of up-time success.
The Rackspace Service Level Agreement
Guaranty
We guaranty that Cloud Files service will be available 99.9% of the time in a given billing cycle. If we fail to meet this guaranty, you will be eligible to receive a credit to your account. The credit will be calculated as a percentage of your last billed fee for the Cloud Files service, or at your option, your fee for the current billing cycle (to be applied at the end of the billing cycle). Credits will be based on the duration of the unavailability that exceeds the 99.9% threshold as defined below.
Unavailability
Unavailability means: (i) The Rackspace Cloud network is down, or (ii) the Cloud Files service returns a server error response to a valid user request during two or more consecutive 90 second intervals, or (iii) the Content Delivery Network fails to deliver an average download time for a 1-byte reference document of 0.3 seconds or less, as measured by The Rackspace Cloud’s third party measuring service.
Unavailability due to scheduled maintenance is excluded from these conditions and does not contribute towards unavailability calculations.
Credits
Account credits are calculated as a percentage of your Cloud Files service fee, as
| Total Cloud Files Available Time (for given billing cycle) | Credit Amount |
| 100% – 99.9% | 0% |
| 99.89% – 99.5% | 10% |
| 99.49% – 99.0% | 25% |
| 98.99% – 98.0% | 40% |
| 97.99% – 97.5% | 55% |
| 97.49% – 97.0% | 70% |
| 96.99% – 96.5% | 85% |
| Less than 96.5% | 100% |
Definitions: For purposes of this Service Level Guaranty:
- “Cloud Files service” means the Cloud Files Authentication Service, Storage System, and CDN-Management ReST web service interfaces, and related back-end systems;
- “Content Delivery Network” means the global network of servers designed to expedite delivery of web content by serving the content from a location in geographic proximity to the user;
- “scheduled maintenance” means maintenance that is announced at least ten business days in advance, and that does not exceed sixty minutes in any calendar month;
- “The Rackspace Cloud network” means the portion of The Rackspace Cloud network that extends from the outbound port on The Rackspace Cloud edge device to the outbound port on the datacenter border router;
- “server error response” means an HTTP return status code between 500-599;
Limitations.
You are not entitled to a credit if you are in breach of your services agreement with The Rackspace Cloud (including your payment obligations to us) until you have cured the breach. You are not entitled to a credit if the unavailability would not have occurred but for your breach of your agreement with The Rackspace Cloud or your misuse of The Rackspace Cloud system.
To receive a credit, you must contact your The Rackspace Cloud Account Team within thirty (30) days following the end of the unavailability. You must show that your use (or end users’ use) of The Rackspace Cloud service was adversely affected in some way as a result of the unavailability to be eligible for the credit.
This Service Level Guaranty is your sole and exclusive remedy for Cloud Files unavailability.
This Service Level Guaranty is part of your Agreement with The Rackspace Cloud, along with The Rackspace Cloud Terms of Service and the AUP, and is subject to the terms and conditions stated in those documents.
