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.