Service levels#
Rackspace will respond to monitoring alerts and your support requests submitted to us through a ticket in the following timeframes. All support requests should be made directly to Rackspace and we will escalate to VMware, if needed.
| Severity | Example* | Contact method | Initial response time** |
|---|---|---|---|
| Emergency: Site down | You cannot access your site from the public Internet. | Automated alert, ticket, phone | Within 15 minutes |
| Urgent: The server or site is functioning improperly or at less than optimal performance. | Your site is accessible but in a reduced state (timeouts or slow response). | Automated alert, ticket, phone | Within 1 hour |
| Standard: Non-critical. The server or site is functioning normally, but you require information or assistance, want to schedule maintenance, or any other non-immediate tasks. | Your site is functioning with acceptable parameters, but you require assistance in loading software or have a help desk-type question. | Automated alert, ticket, phone | Within 4 hour |
If at any time you need to escalate a Support request on your account, contact us.