Rackspace Managed Hosting - Overview

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1 Rackspace Managed Hosting - Overview Managed Hosting Overview p1 The Managed Hosting Specialist Our exclusive focus on managed hosting has allowed us to constantly improve an already highly specialized group of people, systems and tools managing thousands of mission-critical hosting environments. With extensive expertise in both Red Hat and Microsoft technologies and solutions, it s easy to see why Rackspace is the fastest growing managed hosting specialist in the world. Our Managed Hosting platform is designed for customers that don't have the time or capital to invest in the daily administration of their hosting operations. Our platform is comprised of four layers, starting with our Superstructure - Rackspace's high performance network, data centers, and systems automation technology. All customer specific servers and network devices are custom configured and deployed based on the needs of the customer's business. Layered on top of these devices are our managed services a suite of services that includes Server and Device administration, Backup and Recovery, Managed Storage, Monitoring, Reporting, Security, and Deployment and Scaling. All of these services are backed with performance guarantees and industry-leading Service Level Agreements. Managed Hosting Our Managed Hosting platform is perfect for businesses running medium to large web hosting environments that demand 100% infrastructure uptime and our unparalleled Fanatical Support. Service Layers Superstructure The first component of the Rackspace Superstructure is our Cisco-powered, Zero-Downtime Network with unique selfhealing attributes based on multiple bandwidth providers and the BGP4 networking protocol. The second component is our data center infrastructure four data centers owned and operated by Rackspace. CORE, the third component, is our proprietary hosting operations system providing the automation that allows us to deliver our Managed 7 Services. Managed Network Devices Because maintaining the network and security layer of your hosting environment is essential to overall reliability, we provision, deploy and manage dedicated security and performance devices like firewalls, IDS and load-balancers. When customer needs dictate changes, modifi-cations are meticulously planned and executed based on our change management methodology. Modifications are tested in a staging environment then applied to the customer s production environment. Web, Application, & Database servers Rackspace uses Dell PowerEdge servers to power your managed hosting platform. Your servers are custom configured for optimal performance based on the specific performance goals of your hosting environment. Systems are provisioned and version controlled by CORE, ensuring that your servers are loaded with the proper version of the OS and that changes can be tested, controlled and rolled back if necessary. Systems are monitored on an ongoing basis for performance and reliability. Rackspace Managed Services Our Managed Services are designed to ensure maximum uptime for your application and to relieve your IT staff from the day-today maintenance of your hosting environment. Our managed services are layered on top of the superstructure, server and device layers. Specifically, the following areas are addressed by our core set of seven managed services: Server & Device Administration, Backup & Recovery, Managed Storage, Monitoring, Reporting, Security and Deployment & Scaling. Rev

2 Services p1 Rackspace Managed 7 Services Our Managed 7 Services are designed to ensure maximum uptime and relieve your IT staff from the day-to-day maintenance of your hosting environment. By utilizing our managed services, you can deploy your internal resources to focus on your business and let our team manage the hosting environment. Our managed approach means we provide highly specialized technologies and capabilities when delivering these services: Server & Device Administration Deployment & Scaling Backup & Recovery Security Managed Storage Reporting Monitoring

3 Server & Device Administration p2 Server & Device Administration The systems and expertise needed to build, deploy and operate a Web infrastructure are complex and expensive. Few companies want to invest in the resources needed to establish and maintain a Weboriented data center. Rackspace offers comprehensive administrative services for ongoing active management of fundamental networking components as well as the routers, hardware, software and applications that run your Internet operations. These services take the pressure off of your IT staff and help reduce the time and cost of deploying and managing your Web infrastructure. Administration Components: Network Hardware Software Applications Remote Administration Database Administration Data Migration Rackspace manages the provisioning, deployment, testing and ongoing management of all networking devices, including routers, switches, SSL accelerators, firewalls, routing tables and VPNs. To ensure maximum availability, we maintain an onsite inventory of network-related components. Hardware Administration includes the provisioning, deployment and testing of servers and other infrastructure devices. We closely monitor customer hardware to identify and resolve emerging issues to provide the highest possible levels of uptime and performance. Rackspace manages the installation of each customer s Operating System and supporting software. Includes the provisioning, installing, testing and maintenance of the OS, as well as the deployment of security patches, OS service packs, upgrades and revisions. By closely monitoring log files and key performance metrics, Rackspace can provide valuable insight into site performance, traffic patterns, disk space and other critical variables. Rackspace offers assistance with the installation of supported Microsoft applications. Supported applications include, but are not limited to, SQL 2000, Commerce Server 2000, ColdFusion, Citrix and BizTalk Includes installation of remote administration tools, as well as access-level provisioning for remote access to various parts of your hosting environment. Itensive customers have full remote access capabilities using Microsoft Terminal Services. Intensive also deploys a VPN for encrypted communications. Intensive takes responsibility for initial installation and configuration of these tools. Our team of database administrators will help you troubleshoot your Microsoft SQL database, as well as provide full database administration if needed. Intensive database administrators can monitor, troubleshoot and optimize your database for you. We also monitor SQL availability and provide backup, recovery planning and administration, as well as capacity projection services. Ensuring that your critical data is migrated smoothly to a new hosting environment can be a complex and time-consuming process. Our Professional Service Engineers will help plan your move and, based on your business needs and time frame, migrate your data, configuration and application files to your new application hosting environment at Rackspace.

4 Backup & Recovery p3 Backup & Recovery Data integrity is vitally important to the success of organizations that deploy mission-critical Web sites. That is why Backup & Recovery is one of the essential elements of the Rackspace Managed Hosting service. Rackspace employs a powerful suite of technologies and methods to deliver a highly automated and robust backup. Our backup support is designed to protect your data, designs and applications, while reducing the overall cost of your Internet operations. Backup & Recovery Components: Needs Analysis Scheduling Integrity Testing Data Restoration Media Storage Alternatives Dedicated Backup Network Because every Web operation is unique, Rackspace offers a comprehensive Needs Analysis of each customer s backup requirements. Conducted by engineers and focused on the customer s business model, this evaluation examines all relevant backup issues, including the types and relative importance of data, pertinent regulatory rules, backup volume and time requirements along with other variables. Rackspace performs all backups using its own high-performance private network and can schedule full, incremental or differential backup procedures as often as the customer requires. If the need arises, Rackspace can quickly increase the frequency and scope of data backup and storage activities. Our experienced engineers test and confirm that all backups have been performed correctly and that data integrity exists. Backups which experience any problem are immediately replicated and re-tested. Rackspace employs enterprise software to manage centralized Web data storage activities. In the unlikely event that information is lost or if historical data needs to be retrieved, our technicians can also assist with restoration and reconfiguration. This can include comprehensive disaster recovery, restoration and the transportation of backup media. Rackspace offers a number of data storage alternatives, including on-site and off-site storage with reliable security and fast-access. If needed, Rackspace can also manage long-term storage or the transport of media to customer facilities. Clustered storage devices can be deployed to meet the needs of high-volume, high-value data backup applications. Rackspace operates a separate and private Local Area Network for the movement of backup data to and from various storage systems. This dedicated network protects the security of backup data, while preserving non-backup network bandwidth for normal Web operations. While many hosting and co-location firms outsource backup and storage to 3rd party providers, Rackspace manages all backup, transport and storage on secure, in-house systems.

5 Managed Storage p4 Managed Storage Rackspace s Storage Area Network (SAN) provides highly flexible and scalable data storage. Our SAN fabric enables more efficient movement of data between servers and various storage systems. Multiple and redundant SAN pathways and support systems ensure maximum access to stored data. While many providers require a week or more to configure a SAN solution, Rackspace can deliver a customized SAN in less than a day. Managed Storage Components: Performance Reliability Scalability SAN is super-fast for high throughput activities such as data mining or heavy database activities: Up to 680 MB throughput. 60,000 I/0 per second. Multiple levels of redundancy ensure 100% availability of your mission-critical data: minimum of RAID 5 built into each configuration with available hot standby hard drives; redundant power supplies, processors, HBAs and network switches allow for no single point of failure. Grow your storage needs on the fly. Scale from 100GB to 50TB in a matter of minutes. With industry-leading EMC and Dell equipment and the expertise of the Rackspace Professional Services Team, we can grow your storage needs as your business grows, all with zero downtime and no migration hassles.

6 Monitoring p5 Monitoring Without an effective monitoring solution, an organization can suffer the effects of swamped servers or overloaded databases without even knowing it until it s too late. Security breaches and basic hardware or software failures are an even greater threat. Aggressive monitoring can prevent many of these frustrating and costly failures and help guarantee a high quality of service for your end-users. At Rackspace, we specialize in performance-monitoring and benchmarking enterprise-class Web operations. We are fully staffed 24/7/365 with certified experts using the latest monitoring tools from Dell, Microsoft and Cisco. Monitoring Variables & Tools: Network Layer Data Center Applications Processes & Services Customized Monitoring Tools Rackspace routinely monitors all routers, switches and connectivity that affect the performance of our Zero-Downtime Network. To ensure the integrity of our data centers and all customer operations, we also continuously monitor the network backbone, our multiple bandwidth providers and the overall health of the Internet itself. At the data center level, we monitor the status and efficiency of all HVAC, power generation, security, management and support systems. We also continually track and document the health of the servers, firewalls, load-balancers and other elements of each customer s hosted platform. Automated monitoring technologies provide pre-set alerts in the event of data center- or device-level errors or failures. Rackspace employs sophisticated software systems to monitor and evaluate our customers Web-oriented applications and databases. & Databases Because the configuration and use of specialized Operating Systems can greatly affect the performance of a Web operation, we closely track a number of OS variables. Metrics collected by these systems are used to monitor performance, availability and storage capacity. Our customers also rely on us to measure a number of other important infrastructure variables. A customized monitoring program can be configured to track and document bandwidth utilization, security incidents, load balancing and other Web activities. To meet our customers unique business requirements, Rackspace offers flexible, customized monitoring and alert services. All customers are protected by our company-wide monitoring systems, and we can provide deeper and specialized monitoring to meet virtually any requirement.

7 Reporting p6 Reporting At Rackspace Managed Hosting, we provide a sophisticated set of reporting tools that track, analyze and explain every important detail of your Web platform s performance. We then provide that information in customized, easy-to-access and understandable reports. As a result, our customers gain the insight needed to reduce costs and risk and to improve the performance and profitability of their Web-based operations. Reporting Areas & Tools: Bandwidth Security Web Backup Advanced Software Tools Centralized System Web-Based Portal Access Rackspace collects and reports comprehensive, real-time bandwidth information for every customer device. Our bandwidth reports can include real-time measurements, historical data and trending analysis for bandwidth out to the public Internet and internal bandwidth. By constantly monitoring logs on servers and other devices, Rackspace can provide detailed and up-to-the-minute reporting on any and all security incidents, threats and vulnerabilities. Security reporting includes information on threat responses, software patches and the general state of Internet-wide security. Rackspace customers can also choose to access WebTrends Enterprise Reporting for detailed information on Web site usage and traffic patterns. These helpful reports provide powerful insights into how visitors find your site, which pages are most popular and how long visitors stay on each page. Active and continual backup procedures are needed to ensure the integrity of Websites, data and applications. Rackspace provides comprehensive backup services, including management reports on storage use, successful data transfers and other backup variables. Rackspace has invested in a number of technologies designed to provide our customers with detailed, up-to-the-moment information on their Web infrastructures. Those technologies include our own proprietary RackWatch monitoring solution. To offer comprehensive service and technical support to our customers, Rackspace has developed a unique in-house system used to track and manage every aspect of the hosted environment. This centralized system is used by Account Managers, engineers and others to manage customer infrastructures, from the initial conversations through the design, configuration, testing, deployment and operation of their Web platforms. Rackspace has also deployed a full-service online portal to give our customers instant access to a wealth of information about their Web infrastructures. Customers can log onto MyRackspace.com to view password-protected information on hardware and bandwidth usage, server configurations, application performance and traffic patterns, security threats and other Web details.

8 Security (1 of 2) p7 Security Network security threats from Internet-born worms and viruses to DDoS attacks, internal data losses, natural disasters and terror-related risks pose a multi-billion dollar threat to corporations. That s why Rackspace Managed Hosting takes a comprehensive approach by providing you the industry s most potent security tools and techniques, designed, built and maintained specifically for managed hosting. From secure server builds and security-tested OS installations to a physically secure data center and monitored network, we take a multi-layered approach to keeping your hosting operations reliable and secure. Security Components & Technologies: Infrastructure Network Rackspace Web security starts at the data center itself, and includes traditional locks and access controls, motion detection, video and biometric surveillance systems. Robust fire suppression, HVAC, power feeds and generator backups protect the physical plant, and hot-swappable servers and routers are available in the event of an outage. Rackspace uses background checks and certifications to ensure the integrity of all data center personnel. Rackspace Managed Hosting provides 24x7x365 staffed security and the monitoring of both internal devices and external threats. Our 100% Cisco Powered Network, built on hardened routers and regularly audited by Cisco, ensures maximum security protection for every customer. Our network incorporates patented Rackspace Intrusion Detection Systems, and we welcome 3rd party security oversight. Firewalls are implemented, configured and managed by experienced Web security specialists and deployed in a private IP space, while customer servers and routers are segregated Virtual Local Area Network (VLAN) configurations. Other Rackspace network security features include multi-level privileges, OS lockdowns, centralized authentication and device change logs. Hardware Applications Business Processes Security Patching Threat Analysis All server Operating Systems are loaded, hardened and managed to ensure maximum web security. Many hacking and DOS attacks can be prevented by consistent patching and by the disabling non-essential OS services. By maintaining onsite inventories and close relationships with key hardware vendors, as well as Web laboratories and automated deployment systems, Rackspace Managed Hosting can guarantee hardware availability. When any Web device is removed from service, Rackspace fully cleans all mission-critical data before that device is routed for disposal. The Rackspace security regimen also addresses the inherent vulnerabilities of Internet-oriented applications, including enterprise databases, Microsoft IIS, Apache, Linux, mail services, FTP servers, DNS and streaming media. Rackspace implements well-configured firewalls and deactivates non-essential features to further protect business applications. The specialists at Rackspace work with customers to address internal policies and processes that might affect Web security. This might include consultations or referrals to 3rd party business security firms. Rackspace constantly updates its Web security systems to ensure optimum protection for our customers. We maintain close relationships with key technology vendors, the ability to monitor and address emerging threats and the ability to quickly process and apply new security patches. Rackspace employs advanced technologies to identify and address security weaknesses in Web-oriented servers, applications and activities. We constantly examine all firewalls, load-balancers, SSL accelerators and switches, as well as external developments, for any potential security events.

9 Security (2 of 2) p8 Security Components & Technologies: (Cont.) Forensics Security Testing Laboratory Certified Engineers & Security Teams Scanning Security Portal Should a security event occur, Rackspace can conduct a comprehensive post-incident examination designed to reduce the risk of future threats. By documenting dollar losses, if any, Rackspace can help justify the involvement of the FBI or other law enforcement agencies. Rackspace subjects all devices to full security testing before they are deployed in the Web infrastructure. Our security testing includes the installation, configuration and patching of the Operating System, the disabling of vulnerable or unneeded services and the use of advanced vulnerability tests. To ensure a fast and appropriate response to any security event, qualified Rackspace personnel are available on a 24x7x365 basis. Our Web security specialists have earned Cisco Certified Security Professional, Certified Information System Security Professional and other security certifications. Rackspace subjects all hardware, software and network elements to ongoing and proactive scans for viruses, intrusion weaknesses and other vulnerabilities. Rackspace has created an innovative Web-based information portals to give every customer precise, up-to-the-minute information on every aspect of their web infrastructure. MyRackspace provides information on emerging Internet threats and vendor responses, as well as specific information on each customer s infrastructure performance, security status, trouble tickets and any current alerts.

10 Deployment & Scaling p9 Deployment & Scaling We understand that while capacity demands are often unpredictable, there must be an immediate response from your infrastructure team. Capacity constraints can seriously limit the ability to take on new projects or grow quickly. Failure to handle spikes in traffic can be detrimental to your business. Rackspace has invested heavily in the skills and technologies needed to quickly build, configure and launch Web servers and applications. That is why more and more businesses now turn to Rackspace for rapid and reliable scaling and deployment. Deployment Components & Methods: End-to-End Capabilities Rapid RFP Response Deployment Turnaround Capacity Planning On-Site Inventories Automated Deployment Tools Monitoring Technologies Performance/ Capacity Analysis Vendor Relationships As a full-service managed hosting provider, Rackspace can manage every detail of Web infrastructure deployments, from the Request For Proposal stage through the procurement of systems and components to the building and configuring of servers, testing, launch, repair and replacement. We maintain a substantial on-site inventory of common server hardware and software components and can quickly repair or replace any infrastructure element. Rackspace has streamlined the ordering and pricing process. We return many RFPs within a matter of hours and we guarantee all quotes will be returned within 24 hours. Rackspace provides a formal timeline for every hosting platform deployment or scaling project, and we guarantee that timeline will be met or we will refund the setup charge. Many servers can be built and deployed within 24 hours, while more complex may take up to three days. Rackspace can quickly scale your infrastructure to meet capacity jumps, with instant quotes and deployments in just hours. Rackspace has the expertise, sophisticated monitoring and analytical technologies to understand and forecast infrastructure capacity requirements. We work with our customers on a consulting basis to ensure they have the capacity needed to optimize the performance of their Web-based applications. Rackspace maintains a substantial inventory of server and network components so we can quickly build and deploy a new Web infrastructure, or rapidly expand an existing platform to meet spikes in traffic or transactions. Rackspace employs today s most capable automated systems for the loading, configuration and testing of Operating Systems, Web applications and other software. These automated systems ensure both fast and reliable Web platform deployments. Rackspace utilizes advanced monitoring technologies from Dell, Microsoft and Cisco, as well as 3rd party systems and our own patented Web monitoring and management solutions. As a result, we can track and analyze customer hardware, software and bandwidth performance, and offer expert advice on future capacity requirements. Our team has deployed and operates thousands of Web sites. We have the monitoring and analytical systems to track and evaluate your on-line performance and can offer expert advice on the size and workability of your configurations. As the industry s fastest-growing managed hosting specialist, Rackspace has forged close working relationships with key infrastructure vendors, including Red Hat, Microsoft, Dell, Cisco Systems and others. As a result, we have exceptional access to equipment supplies, software updates and patches and vendor-level expertise.

11 Service Team Approach Customer Support Services p1 Service Team Approach Nothing is more frustrating than having to deal with someone who doesn t understand your problem or who isn t capable of fixing it especially in an emergency situation. Building a service organization to get problems solved quickly requires a different approach, and it starts with the architecture of the service delivery teams. After testing various architecture approaches, we quickly concluded that a smaller, more modular team approach would allow us to deliver the kind of service of which we felt proud. Plus, the small team approach enabled us to scale delivery of Fanatical Support as our customer base grew. Our smaller teams allow customers to develop deep personal relationships with the team members that help them manage their hosting environments something that would be impossible to do in a large, call-center style service organization. The rapport our customers build with their Rackspace service team members is invaluable to developing a comprehensive understanding of a customer s hosting environment. This understanding naturally leads to team members being able to spot recurring problems and fix them. RACKSPACE SERVICE TEAM Each Rackspace support team is comprised of multiple technical experts in the particular operating system the hosting environment is running. Additionally, an account manager (AM), a support specialist, and a business development consultant are also integrated into each team. Each team is lead by an operation team leader and the team functions like a mini-business unit, with individual compensation tied directly to the team s customers overall satisfaction. BDC AM SS Business Development Consultant Account Manager SE SE Support Specialist Support Engineer Team Member Roles Account Manager (AM): Your direct point of contact at Rackspace. Your AM is assigned accountability for and ownership of your infrastructure needs. They transition you smoothly from the sales process to your Fanatical Support Team and will ensure your every need is met from that point forward. Support Specialist: This key member of your team proactively manages your issues and ensures the right team members are working on the right prioritized problems. This specialist works with the technicians, system administrations and data center operations personnel to make sure that all technical issues are resolved quickly. A team support specialist is on staff 24x7. Support Engineer: Our highly-trained, certified technicians work directly with you on complex technical issues. Technicians are specialized and certified in your specific platform and technology and receive constant training to stay up-to-date with emerging technology and related support best practices. Multiple team support engineers are on staff 24x7. Business Development Consultant (BDC): Working directly with you and your AM to understand your configuration and business goals, your BDC is responsible for providing you with recommendations, suggestions and feedback on improving the performance of your solution.

12 Change Management Customer Support Services p2 Incident Identification & Resolution Process Properly managing changes made to the Rackspace Superstructure as well as your hosting environment is crucial to maintaining the stability and uptime of your systems. Rackspace s proprietary hosting automation platform, CORE, manages all network, server and software changes. This allows us to schedule, monitor, test and roll back all changes made to our Superstructure or your hosting environment. By carefully controlling changes, we re able to maximize application uptime and minimize any impact to your business operations. What is CORE? CORE was custom engineered for the unique needs of a company specializing in managed hosting. It allows us extreme control, flexibility and speed when it comes to provisioning, changing and scaling your hosting environment. CORE manages all change-related tasks along with customer communication during any change process. This helps us give you a more accurate picture of what is really happening with your hosting environment so you can make more informed decisions about your business. 7 Monitor Stability & Performance (roll back if needed) 1 Plan 2 Document Changes in CORE CORE serves as our workflow and change management system for the following: Global network or datacenter or facilities changes, Local network or datacenter or facilities changes, Customer environment network device changes, Customer environment server hardware and configuration changes, Customer environment OS version changes, Customer environment 3rd party software changes and Customer environment server patching Change Management Process 6 Deploy 3 Verify & Schedule Scheduled Global Change Management Windows Rackspace schedules one maintenance window per quarter. During this maintenance window, global changes to the Rackspace network, facilities and internal systems are made. These events are meticulously planned and monitored. These windows are necessary to update and upgrade the components that allow us to meet our service level commitments to our customers. 5 Test in Controlled Environment (if applicable) 4 Build Configuration Independently Audited and Certified Rackspace is one of only a handful of Microsoft Gold Certified partners. During the certification process, Microsoft works in conjunction with an independent auditing team to perform due diligence on a number of different processes and procedures to ensure high quality. Rackspace s change management philosophy, process and systems were examined closely by Microsoft and its team of auditors to ensure that our process met the high standards of Microsoft and its Gold Certification program.

13 Business Continuity Customer Support Services p3 What is Risk? Risk is defined as the possibility of suffering harm or loss. Risk is inherent in any project and it plays a part in many of the decisions you make every day as an IT professional. The concepts behind managing risk and disaster have been in the spotlight more prominently than ever since the well known disasters of Hardware failures, software errors, viruses, hackers, terrorists, natural disasters and human error are all risks which can lead to application downtime that costs your company time and money. Alleviating 100% of your risk is probably impossible. That why it s so important to understand your risk profile and plan accordingly. Superstructure Risk Management Risk management is the discipline and practice of continually assessing risk, determining the risks that are important to deal with, and implementing strategies to mitigate those risks. Rackspace has taken numerous steps to mitigate many of the risks associated with maintaining maximum application and Web site availability. We have constructed our datacenters and network infrastructure specifically to reduce risks associated with power failures, equipment failures, network outages and many other common problems. We have policies and procedures in place to help reduce risks involving the human element including stringent security policies and procedures, security cameras, biometric and proximity access controls and state of the art fire detection and suppression systems. Hosting Platform Business Continuity Options Developing a strategy to ensure that your hosting operations continue despite a disaster is a critical part in the IT planning process. Rackspace can help develop a custom hosting operations disaster recovery strategy based on the unique needs of your business. While a full engagement with a Rackspace disaster recovery specialist is necessary to properly plan for business continuity of your particular Web application, we provide a number of out of the box solutions to help you begin the planning process. Continuity Type Description Ideal For Pros Cons Average Recovery Hot Standby Data is copied automatically onto a secondary cluster and is transactionally consistent. Second site automatically brought up if the primary fails. Mission-critical applications, high business impact activities. Almost instant failover, full data integrity, little to no impact to business operations, guaranteed recovery timeframe. Long setup process, high cost, higher administrative burden. 10 seconds to 2 minutes Warm Standby Data is copied onto a secondary cluster, but that data may not be transactionally consistent, and the switch may not happen automatically. Mission-critical applications, mediumto-high business impact activities. Fast failover, little data loss, small-to-medium impact to business operations, guaranteed recovery timeframe. Long setup process, medium-to-high cost, medium administrative burden. 10 minutes to 45 minutes Cold Standby Equipment is available and reserved for customer s use in case of disaster. Non-Mission-critical applications, low business impact activities. Low initial cost, guaranteed equipment availability. Unpredictable recovery time, tedious restoration process, potentially large impact to business operations. 4 hours to 2 days Offsite Data Backup Storage Data is frequently backed up onto media and media is stored is secure, offsite location. Non-Mission-critical applications, very low business impact activities. Flexible, inexpensive, secure. Recovery time can be very long, must first configure application environment and then restore data, very large impact to business operations. 18 hours to 8 days

14 Service Level Agreements Service Level agreements p1 Service Level Agreements (SLA) Because availability is critical for you mission-critical hosting environment, our SLA is designed to protect customers against unscheduled outages. Only a specialist can offer the most aggressive SLA in the hosting industry, guaranteeing a Zero-Downtime Network and One-hour Hardware Replacement. The SLA provides unsurpassed levels of availability with correspondingly aggressive penalties for failure to comply with the SLA.* Zero-Downtime Network Rackspace guarantees that the network will be available 100% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, Rackspace will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee). 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 Rackspace records such failure in the Rackspace trouble ticket system. Network downtime is measured from the time the trouble ticket is opened by a customer to the time the server is once again able to transmit and receive data. 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. Upon experiencing downtime, Rackspace will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee). 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 Rackspace records such failure in the Rackspace trouble ticket system. Infrastructure downtime 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 leased 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. In the event that it takes us more than one hour to replace faulty hardware, Rackspace will refund the customer 5% of the monthly fee per additional hour of downtime (up to 100% of customer's monthly fee). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications. *More detail regarding other SLA components is available by contacting a Rackspace representative. Rev

15 Our Certifications Certifications, Partnerships & Expertise p1 Certifications Our certifications and partnerships with Red Hat and Microsoft allow us to collaborate on the best solutions, tools and procedures needed to deliver the hosting environment that our customers demand. Both Red Hat and Microsoft have certified Rackspace as providing the industry's highest levels of customer service and satisfaction with top-of-the-line operations, technologies, services and solutions. Most importantly, our partnerships with these industry leaders mean we receive emerging products and technologies while they re still in the development cycle. From product betas to trial software and security fixes, our early access allows us to work with our customers on platform upgrades and technology testing months before public release. Red Hat Advanced Hosting Partner Rackspace has been a staunch supporter of open source and the open source community since our founding. We ve extended this support to a partnership with Red Hat. We re the ONLY hosting provider that Red Hat certifies as an Advanced Hosting Partner. The Advanced Hosting Partner designation means that Rackspace possesses the industry's highest levels of support and knowledge of the Red Hat Linux platform. This depth of knowledge is essential to our ability to deploy, scale and manage mission-critical Linux hosting environments. Microsoft Gold Certification Rackspace s Intensive Hosting division received the Microsoft Gold Certified Partner accreditation for its expertise in Microsoft hosting, making it one of only six Application Infrastructure Providers (AIPs) in the world with this top-tier designation. To achieve Microsoft Gold Certified Partner status, Intensive passed rigorous evaluations by certified, independent auditors who determined that we deliver the highest level of fully managed services available on the Microsoft platform. The Microsoft Gold Certified Partner Program provides recognition to companies providing Hosting & Application Services that have demonstrated a consistent, high quality delivery of solutions built on Microsoft technology and framework. The program only awards certification status for those specific hosted or application services that meet eligibility qualifications, proven service quality and operational readiness benchmarks. Our close partnership with Microsoft allows us to collaborate on the best solutions, tools and procedures needed to deliver the hosting environment that our enterprise customers demand. In addition, this certification gives decision-makers Microsoft's assurance that Intensive provides the industry's highest levels of customer service and satisfaction with top-of-the-line operations, technologies, services and solutions. Most importantly, our distinction as a Microsoft Gold Certified Partner means we receive emerging products and technologies while they re still in the development cycle. From product betas to trial software and security fixes, our early access allows us to work with our customers on platform upgrades and technology testing months before public release. Rev

16 Awards & Partnerships Certifications, Partnerships & Expertise p2 Hosting Solutions Provider of the Year Microsoft honored Rackspace in the annual Microsoft Certified Partner Awards with Hosting Solutions Service Provider of the Year. Rackspace was selected from among Gold Certified Partners around the world for its industry leadership and advanced use of Microsoft technologies to deliver customers superior managed solutions. Microsoft describes Rackspace as having "made a name for itself through its policy of providing Fanatical Support to customers" and selected Rackspace for our industry leadership and advanced use of Microsoft technologies to deliver customers superior managed solutions. "There is a reason Rackspace is the fastest-growing hosting provider on the Microsoft platform. The company has rapidly adopted all the latest Microsoft technologies and solutions, including Windows Server 2003, Internet Information Services 6.0, SQL Server, as well as the Microsoft Solutions for Windowsbased Hosting, and has deployed them consistently with their renowned Fanatical Support." Pascal Martin General Manager Microsoft Communications and Mobile Solutions Group Partnerships Rackspace knows that providing our customers with the best solutions possible means partnering with established leaders in the industry. Combining our highly specialized skills and resources in managed hosting with the proven technology of partners like Microsoft, Dell and Cisco, allows us to collaborate on the best solutions, tools and procedures needed to deliver the hosting environment that our enterprise customers demand. Our status as the only Red Hat Advanced Hosting Partner means we will provide you with the industry's highest levels of support and knowledge the depth of knowledge and experience needed to deploy and support your mission-critical Linux hosting environments. Rackspace works closely with Microsoft to offer the highest level of support for its suite of hosting applications. Additionally, we work hand in hand with Microsoft to deploy emerging technologies such as.net, MOM and Active Directory. Rackspace partners with Dell to offer reliable and highly scalable managed hosting server and storage platforms. Cicso provides end-to-end enterprise network solutions from the most comprehensive line of networking products available in the industry. Rackspace uses Cisco networking products exclusively and is a certified Cisco-Powered Network. Rev

17 Expertise Certifications, Partnerships & Expertise p3 Expertise Rackspace maintains an ongoing program of training, retraining and constant re-evaluation. Even with years of experience in implementing and managing hosting solutions, Linux and Microsoft engineers are required to keep up internal certifications as well as third party certifications. All technical personnel are required to have topical certifications in their specified areas of expertise. Rackspace specialists boasts multiple high-level certifications including: RHCE Red Hat Certified Engineer has proven technician-level competencies required to install, attach, configure networking services and security on servers running Red Hat OS as well as an existing production network. MCDBA Microsoft Certified Database Administrator demonstrates technical proficiency and expertise necessary to successfully design, implement, and administer Microsoft SQL Server databases. CCIE Cisco Certified Internetwork Expert the most rigorous of Cisco's Career Certifications and identifies the upper echelon of networking experts worldwide. CCIE certification is awarded in four different technical specialties including Routing & Switching, Security, Service Provider and Voice. CCDP Cisco Certified Design Professional indicates advanced or journeyman knowledge of network design. CCDP professionals can design routed and switched networks involving LAN, WAN, and dial access services, applying modular design practices and making sure the whole solution responds optimally to the business and technical needs and is designed to be highly available. MCSE Microsoft Certified Systems Engineers MCSEs are among the most technically proficient professionals with expertise in designing and implementing the infrastructure for business solutions based on the Microsoft platforms and Microsoft Server Systems including Active Directory. MCP Microsoft Certified Professional professionals with the skills to successfully implement a Microsoft product or technology as part of a business solution; have hands-on experience with Microsoft products. MCT Microsoft Certified Trainer qualified instructors, certified by Microsoft to deliver Microsoft training courses to IT professionals and developers. CISSP Certified Information Systems Security Professional designed to recognize mastery of an international standard for information security [IS] and understanding of a Common Body of Knowledge (CBK) pertaining to the following: Access Control Systems & Methodology; Applications & Systems Development; Business Continuity Planning; Cryptography; Law, Investigation & Ethics; Operations Security; Physical Security; Security Architecture & Models; Security Management Practices; Telecommunications, Network & Internet Security. Even to be allowed to take the exam for this certification, candidates must have a minimum 4 years of direct full-time security professional work experience or three years of direct full-time security professional work experience with a college degree. Rev