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Service Levels

No matter the size of your business, you will always get the kind of support that goes far beyond the ordinary. It's truly Fanatical Support®. And since different businesses have different needs, we offer you two service levels—Managed and Intensive®. So you can determine what kind of support works best for you, instead of us deciding for you.

So what's the difference between Managed™ and Intensive®?

In a nutshell it's the level of involvement you wish to have over your hosting environment and the kind of support you want to come with it.
Click here for a detailed comparison.


MANAGED™ (On-Demand Support) INTENSIVE® (Proactive Support)
  • Experienced, Dedicated Team Responding to Your Needs 24x7x365
  • Rapid Response to Monitoring Alerts
  • Expert Engineers Available to Investigate and Resolve Your Issues
  • Rackspace Responsible for Network and Hardware Uptime
  • Fast Deployment of Standard Configurations
  • System management tools assist in managing your configuration and interactions with Rackspace
  • Experienced, Dedicated Team Responsible for Health and Management of Your System 24x7x365
  • Integrated Planning to Prevent Downtime
  • Recurring Consultation to Manage and Continuously Optimize System Performance
  • Deep Knowledge of Your Unique Environment
  • Rackspace Responsible for Hosting Platform (Network, Hardware & OS) Uptime
  • Custom Implementation Process Designed to Your Business Needs
  • Integrated Processes and System Management Tools for Managing Complex Environments

Regardless of which service level you go with, you'll always get all of the following, without exceptions:

  • Fanatical Support any time, anywhere, any way
  • Your dedicated Support Team with an Account Manager and Business Development Consultant
  • Direct and unlimited access to live, expert support 24x7x365, no call centers
  • Immediate response to your Emergency Support Tickets
  • Configuration management available through your MyRackspace® customer portal
  • Flexibility to interact with Rackspace and your configuration based on your preferences
  • Nine world-class data centers
  • 100% Network Uptime Guarantee
  • 1-Hour Hardware Replacement Guarantee
  • Weekly Managed Backup plus daily differential or incremental backup
  • Immediate response to Down Events
  • Pager and email alerts

A Full Suite of Managed Hosting Services

Customize your solution by adding the security, virtualization, storage, database, backup, monitoring and professional services that suit your particular needs.
Browse Our Managed Services

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