RACKSPACE CLOUD PRIVATE EDITION
HOSTING TERMS AND CONDITIONS

1. ADDITIONAL DEFINED TERMS

In addition to the defined terms in the General Terms, these words when used in these Terms and Conditions have particular meanings as stated below:  

?Reference Architecture? means the materials provided to Customer by Rackspace specifying hardware, networking, software configuration and other elements of an OpenStack cloud deployment required for RCPE.

?OpenStack Build? means a Rackspace standard build of the compute and image service components of the OpenStack Project, combined with Rackspace?s management console and other software services elements.

?OpenStack Build Support? means availability of live support during Business Hours for the OpenStack Build. OpenStack Build Support does not include support for any software other than Rackspace?s standard OpenStack Build which is installed on your Hosted System by Rackspace as of the Service Commencement Date.

?Personally Identifiable Information? or ?PII? means: a combination of any information that identifies an individual with that individual?s sensitive and non-public financial, health or other data or attribute, such as a combination of the individual?s name, address, or phone number with the individual?s national insurance number or other government issued number, financial account number, date of birth, address, biometric data, mother?s maiden name, or other ?Personal Data? or ?Special Categories of Data? as defined in the Directive 95/46/EC and the Data Protection Act 1998.

?Support? means: (i) the management of the Hosting Service by a service delivery team; (ii) availability of live support twenty four hours per day, seven days per week, year round; (iii) any specific support services described in Service Description; and (iv) use of the MyRackspace? customer portal. ?Service Commencement Date? means the date on which we provide the access codes that enable you to send and receive information from your Hosted System.

2. DEPLOYMENT

2.1 We will begin deployment of your Hosted System upon completion of our pre-deployment consultation process. Unless otherwise stated in the Hosting Services Agreement, Rackspace does not guarantee a deployment timeframe but will use reasonable endeavours to deploy the server(s) as described in your Services Description (the ?Server(s)?) promptly. Rackspace may, from time to time, agree to provide a guaranteed deployment timeframe (a ?Deployment Guarantee?) for an additional fee. Where such Deployment Guarantee is agreed, Rackspace will deploy the Server(s) by the date stated in the Hosting Services Agreement, provided that you promptly provide all information that we reasonably request from you to complete deployment. Servers are deemed deployed as of the time that Rackspace generates an email message to you that includes the information needed to allow you to transfer information to and from the Server(s). Your sole and exclusive remedy for our failure to meet the Deployment Guarantee shall be a credit equal to the amount of the fee paid for the Deployment Guarantee service. You are not entitled to a credit if you request or cause the deployment delay. This Deployment Guarantee does not apply to any software, other managed services, or hardware devices other than the Server(s). If you request (orally or in writing) that we deploy your servers by a specific date or on an ?expedited? basis for no additional fee, then the Deployment Guarantee shall not apply, and we commit only to using reasonable endeavours to deploy the Server(s) by the date requested.

2.2 Delayed Deployment. If you wish to delay the deployment of a Hosted System you may do so, provided that you give us written notice of your election to delay no later than five (5) days following the date you sign the Agreement. The requested delay may not continue for more than two (2) months following your signature on the Agreement. If you request a delay in deployment, we may charge you up to fifty percent (50%) of the monthly recurring fees for the Hosted System during the period of delay. You are not entitled to a credit under Subsection 2.1 above if you request the deployment delay. The initial term of the Agreement will begin when we deploy your Hosted System at your request, or on the second monthly anniversary of the date you sign the Agreement, whichever comes first. Following deployment we will charge you the full monthly recurring fee (plus other usage fees as applicable) for the full term of the Agreement.

3. ENCRYPTION OF PERSONALLY IDENTIFIABLE INFORMATION 

The General Terms and Conditions require you to use reasonable security precautions in light of your use of the Services. For Hosting Services, this includes encrypting any PII transmitted to or from, or stored on, the Rackspace servers or storage devices you use.

4. ADMINISTRATION OF HOSTED SYSTEM

Except as otherwise specifically agreed in writing or as identified in Section 6.1 (OpenStack Support), you are responsible for administering all aspects of your Hosted System, including application and virtualization licensing, the operating system, any firewalls or load balancers, DNS, intrusion detection systems, backups, monitoring and customer-administered storage solutions. 

5. REFERENCE ARCHITECTURE

The Hosted System provided pursuant to these Rackspace Private Cloud Editions Managed Hosting Terms is deployed to a pre-defined standard as set forth in the Services Description and in compliance with Rackspace?s OpenStack Reference Architecture for private clouds hosted at Rackspace. If we agree to deploy an OpenStack configuration at Rackspace that does not fit the standard, we may identify elements of that configuration as Unsupported Services as per Section 21 below. 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 Reference Architecture. Following initial deployment, Customer is not required to update the Hosted System in response to changes in the Reference Architecture, but shall use reasonable efforts to update the Hosted System to the current standards set forth in the Reference Architecture at appropriate times in the lifecycle of the hardware, networking and software elements that comprise the Hosted System. Rackspace may terminate any Hosting Services Agreement without liability if the Hosted System covered by the Hosting Services Agreement does not conform to the applicable Reference Architecture and in Rackspace?s reasonable opinion such non-conformity materially impacts Rackspace?s ability to provide the OpenStack Build Support, and Customer fails to cure the non-conformity within thirty (30) days of Rackspace?s notice describing the non-conformity in reasonable detail.

6. SERVICE LEVEL GUARANTEES

6.1 OPENSTACK BUILD SUPPORT. You may request OpenStack Build Support by calling your OpenStack Build Support team during Business Hours or by opening a support ticket via your MyRackspace portal. If you ask us to provide assistance that is not covered by the standard support offering, we may, but are not required to, provide the assistance. If we provide additional assistance, we may charge you our standard hourly fee for the assistance, provided that we have notified you in advance that the assistance will be billable. Rackspace warrants that OpenStack Build Support will be provided in a good and professional manner.

6.1.1 Supported Versions of OpenStack Software. Rackspace will provide OpenStack Build Support only for the version of OpenStack Software that is the latest release as of the beginning of the deployment. Rackspace is not required to provide OpenStack Build Support at any time under this Agreement for any but the current and one prior major version release of OpenStack Software (e.g., Essex and Diablo), and for the current and up to three prior minor versions of the of the OpenStack Software. OpenStack Build Support services will include all minor version releases within a supported major version. To continue to receive OpenStack Build Support, Customer must update RCPE from time to time current with OpenStack Software releases. Customer shall be responsible for initiating updates to released versions, but Rackspace OpenStack Build Support shall include support assistance for such updates.  

6.1.2 Support Requests. Rackspace live support will be available 24 hours per day, 7 days per week, year round. OpenStack Build Support will be available 24 hours per day, 7 days per week, year round for Urgent severity level requests, and during normal Business Hours for Medium and Low severity level requests. You may request support by opening a support ticket via the MyRackspace portal or by calling the Build Support team.

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

Urgent
? Definition: Customer is unable to fulfill its business objectives.
? Example: Unable to launch or or terminate instances, instances failing, or the OpenStack cloud is partially or wholly inoperable.

Medium
? Definition: Customer business objectives are impaired, but not completely obstructed.
? Example: Inability to launch or terminate new instances but current instances are operating normally.

Low
? 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. We will respond to your OpenStack Build Support requests made via ticket or telephone within the following time frames

                                       

Severity Level	Initial Live Response	Frequency of Updates
Urgent	1 Hour (24 x 7)	1.5 Hours (24 x 7)
Medium	24 Hours	24 Hours
Low	5 Business Days	As agreed by Rackspace and Customer

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. Rackspace will continue to work (24 x 7) on Urgent requests until: (i) the issue is resolved, (ii) Rackspace determines the issue cannot be resolved, or (iii) 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 undertake those efforts described above.

6.1.4 Remedy. If Rackspace fails to meet a response time stated above, Rackspace will issue a credit of $100, plus an additional credit of ?65 for each additional increment of time for which the response time guarantee is not met, up to a total of ?650. Customer must request a credit in writing via a support ticket no later than seven (7) days following the occurrence of the event giving rise to the credit. Credits will be applied to invoices issued after the approval of the credit. Unused credits shall not be refunded. The response times stated above and accompanying remedy only apply to OpenStack Build Support requests and not to other support requests related to your Hosted System.

6.2 Network. We guarantee that our data center network will be available 100% of the time in a given month, excluding Maintenance. The data center network means the portion of the Rackspace network extending from the outbound port on your edge device to the outbound port of the data center border router and includes Rackspace managed switches, routers, cabling. We will credit your account 5% of the monthly fee for the Hosted System for each 30 minutes of network downtime, up to 100% of your monthly fee for the affected server(s).

6.3 Infrastructure. We guarantee that data center HVAC and power will be functioning 100% of the time in a given month, excluding Maintenance. Power includes UPSs, PDUs and cabling, but does not include the power supplies on your servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems. Rackspace will credit your account 5% of the monthly fee for Hosted System for each 30 minutes of infrastructure downtime, up to 100% of your monthly fee for the affected server(s).

6.4 Hardware. We guarantee the functioning of the following dedicated, Rackspace-provided hardware: (i) servers, firewalls, and load balancers; and (ii) storage area networks. Hardware repair or replacement is guaranteed to be complete within one (1) hour of problem identification for servers, firewalls, load balancers. For SAN hardware failures, we guarantee that we will have a technical specialist and necessary parts onsite to begin repairs within six (6) hours of problem identification. We will credit your account 5% of the monthly fee for the affected hardware per additional hour of downtime, up to 100% of the monthly fee for the affected hardware. This guarantee excludes the time required to rebuild your system, such as the time required to configure a replacement device, reconfigure devices from their default settings, and reload operating systems. 

6.5 Downtime Measurement. Downtime is measured from the time a trouble ticket is opened until network availability is restored, or the affected device is powered back on, as applicable.

6.6 Maintenance. You are not entitled to a credit for downtime or outages resulting from Maintenance. ?Maintenance? means:

a. Rackspace maintenance windows - modification or repairs to shared infrastructure, such as core routing or switching infrastructure that we provide notice of at least 72 hours in advance and that occurs during off peak hours in the time zone where the data center is located;

b. Scheduled customer maintenance ? maintenance of your configuration that you request and that we schedule with you in advance (either on a case by case basis, or based on standing instructions), such as hardware or software upgrades;

c. Emergency maintenance ? critical unforeseen maintenance needed for the security or performance of your configuration or Rackspace?s network. 

6.7 Limitations. Rackspace may need logical access to your Hosted System to meet certain of the Service Level Guarantees; no credit will be due if the credit would not have accrued but for your delay in providing, or refusal to provide, logical access to your Hosted System. 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 or misuse or improper administration of your Hosted System. 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. To receive a credit, you must contact your account manager within seven (7) days of the occurrence of the event giving rise to the credit.

6.8 Data Center Upgrades. We are constantly upgrading our data center facilities and in order for you to benefit from these upgrades, you agree that we may relocate your servers within our data centers, make changes to the provision of the Services, URLs and your IP addresses and may establish new procedures for the use of the Services. We may also make changes to DNS records and zones on Rackspace operated or managed DNS servers as we deem necessary for the operation of the shared network infrastructure. In each case we will give you reasonable advance notice and use all reasonable endeavors to minimize the effect that such change will have on your use of the Services.

6.9 Cumulative Credit Amount. Notwithstanding anything in this Agreement to the contrary, the maximum total credit for any calendar month for failure to meet Service Level Guarantees under this Agreement 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.

7. YOUR OBLIGATIONS

You must appoint a technical contact within your organization to work with Rackspace?s Support personnel. Your technical contact must have sufficient skill and knowledge in the technical aspects of the Services to interact with our technical personnel. You are responsible for backing up your data stored on the OpenStack Configuration.

8. TERM

The initial term of the Agreement begins on the Service Commencement Date (unless the deployment is delayed in accordance with Section 2.2 above) and continues for the period stated in the Service Description. Upon expiration of the initial term, the Agreement will automatically renew for successive extended terms of three months each unless and until one of us provides the other with notice of non-renewal at least ninety (90) days in advance of the expiration of the initial term or then current extended term, as applicable. If you add service elements to a Hosted System by a subsequent agreement, we may use the word ?coterminous? to describe the initial term of the subsequent agreement for those additional elements. If the term of an agreement is ?coterminous,? the initial term of the agreement shall expire of the last day of the initial term of the agreement that initially established the Hosted System.

9. FEES

9.1 Your first invoice will include the initial one-time installation fee (if applicable) and a prorated monthly recurring fee from the Service Commencement Date to the last day of the calendar month (subject to any free time as agreed between you and Rackspace). We may require you to make a payment ahead of the Service Commencement Date (an ?Upfront Payment?). We will offset such Upfront Payment against the initial invoice(s) that we raise against your account. Following the Service Commencement Date, monthly recurring fees will be billed in advance at the beginning of each calendar month. Non-recurring fees, which apply to Services that are priced on usage such as bandwidth overages and virtual machines, will be billed monthly in arrears.

9.2 Payment of all our invoices shall be due on receipt. If you have arranged for payment by credit card or direct debit, Rackspace may charge your card or account on or after the invoice date. If any amount is overdue by more than twenty eight (28) days, Rackspace may:

9.2.1 charge interest on overdue amounts at 1.5% per month. In the event Rackspace brings a legal action to collect due to late payment of valid invoices, you must also pay Rackspace?s costs of collection, including reasonable legal fees, expenses and court costs. If your payment is returned for insufficient funds, we may charge you an administration fee up to the maximum amount permitted by law.

9.2.2 suspend all Services, and services provided pursuant to any unrelated agreement, if you do not pay the overdue amount within four (4) Business Days of our written notice to your billing contact. You agree that if your Services are reinstated after a suspension for non-payment, you will pay a reasonable reinstatement fee.

9.3 All payments will be made in the currency in the Services Description at the exchange rate at the date of the invoice.

9.4 Invoices that are not disputed within one (1) year of invoice date are conclusively deemed accurate.

10. FEE INCREASES

10.1 Increase in Consumer Price Index. If during the initial term or any renewal term there is an increase in the Consumer Price Index as published by the National Office for Statistics over the Consumer Price Index reported for the month in which you signed your Agreement, we may increase your fees by the same percentage as the increase in the Consumer Price Index; provided that we may not increase your fees under this subsection more often than once per twelve (12) months, and we must give you at least thirty (30) days advance written notice of the increase. (Example: if the Consumer Price Index for the month in which you sign the Agreement is one hundred and eighty six (186), and then increases in a subsequent month during the term of the Agreement to one hundred and ninety five (195), we may increase your fees by up to 4.8%).

10.2 Increase after expiry of Term. If following the expiration of the initial term or any renewal term you do not sign a renewal of your Agreement, but continue to use your Services on a rolling three (3) month basis as described in Section 5 (Term) above, then we may increase your fees at any time by any amount, in our sole discretion, on ninety (90) days advance written notice.

11. TERMINATION FOR CONVENIENCE

You may terminate this Agreement for convenience at any time on thirty (30) days advance written notice.

12. EARLY TERMINATION FEE

If you terminate this Agreement for convenience or we terminate this Agreement for your breach, in addition to other amounts you may owe, you must pay an early termination fee equal to the total monthly recurring fees for the remaining portion of the then-current term. You will not be charged an early termination fee under this Section in the event you terminate this Agreement as part of an agreement to establish a replacement for the Hosted System in a different Rackspace service segment, even if the overall fees for the replacement system are less than those for the Hosted System, provided that the replacement system is the functional equivalent of the Hosted System.

13. RESALE

You may resell the Hosting Services, subject to the provisions of Section 18 of the General Terms and Conditions. If you resell any part of the Hosting Services that include Microsoft software then you must include the Microsoft terms posted at www.rackspace.co.uk/aboutus/microsoftlicense.htm/ in a written agreement with your customers.

14. DATA REPLICATION

If you purchase any Services that involve data replication at a geographically diverse site , then the following applies to your use of that Service: The rate by which the data at the primary site can be transferred to the secondary site will vary depending on the amount and type of data, constraints inherent in your Hosted System, and fluctuations in bandwidth availability. Therefore, at any given time, the secondary site may not be completely up to date. In the event of a failover to the secondary site, the data that has not yet completed the transfer from the primary site will be lost. We may provide you with some guidelines on latency times based on our understanding of your data and system constraints, but these guidelines are not guarantees.

15. COLOCATION

If we host a device that you own in our datacenter, then the Colocation Addendum at www.rackspace.co.uk/legal/colocation as of the date you sign the order or agreement covering the colocation services is part of the Agreement.

16. VIRTUALIZATION

If you use Rackspace?s virtualization services, your virtual server(s) will be active on the Service Commencement Date. Following the Service Commencement Date you are responsible for managing the active or inactive status of your virtual servers via your MyRackspace portal. Rackspace will invoice you for your virtual service in arrears based on the number of calendar days (full or partial) in each billing period that your virtual servers are set to ?active.? While your virtual servers are in an ?inactive? status we will not install any software updates that we may have otherwise agreed to install. We will update your virtual servers when you return them to ?active? status, but there could be a delay of up to twenty four (24) hours before the updates are fully installed.

17. DOMAIN NAME SERVICES

If you register, renew or transfer a domain name through Rackspace, Rackspace will submit the request to its domain name services provider (the ?Registrar?) on your behalf. Rackspace?s sole responsibility is to submit the request to the Registrar. Rackspace is not responsible for any errors, omissions or failures of the Registrar. Your use of domain name services is subject to the applicable legal terms of the Registrar. You are responsible for closing any account with any prior reseller of or registrar for the requested domain name, and you are responsible for responding to any inquiries sent to you by the Registrar.

18. VULNERABILITY TESTING

Vulnerability testing services involve inherent risks, such as data corruption, and impaired performance of your Hosted System. If you ask Rackspace to provide vulnerability testing services, then you agree that Rackspace is not liable to you for any damages arising from the performance of the Services as agreed.

19. UNSUPPORTED CONFIGURATION ELEMENTS OR SERVICES

If you ask us to implement a configuration element (hardware or software) or hosting service in a manner that is not customary at Rackspace, or that is in ?end of life? or ?end of support? status, we may designate the element or service as ?unsupported,? ?non-standard,? ?best efforts,? ?reasonable endeavor,? ?one-off,? ?EOL,? ?end of support,? or with like term in the Service Description (referred to in this Section as an ?Unsupported Service?). Rackspace makes no representation or warranty whatsoever regarding any Unsupported Service, and you agree that Rackspace will not be liable to you for any loss or damage arising from the provision of the Unsupported Service. The Deployment and Service Level Guarantees will not apply to the Unsupported Service, or any other aspect of the Hosting Services that is adversely affected by the Unsupported Service. You acknowledge that Unsupported Services may not interoperate with Rackspace?s other services, such as backup or monitoring.

20. IP ADDRESSSES

Upon termination of the Agreement you must promptly release any Internet protocol numbers, addresses or address blocks assigned to you in connection with the Services (but not any URL or top level domain or domain name) and you agree that we may take steps to change or remove any such IP addresses.

? 2012 Rackspace Limited
6 February 2012 revision

Rackspace?, MyRackspace? and The Fanatical Support Promise? are registered trademarks of Rackspace US, Inc. in the United States and/or other countries. Microsoft is a registered trademark of Microsoft Corporation. OpenStack is a trademark of OpenStack, LLC