Fanatical Support for AWS
Product Guide


Rackspace Shared Management Services

Rackspace takes the security of our shared management services and the Fanatical Support for AWS Control Panel extremely seriously. All infrastructure is deployed on AWS leveraging the same set of best practices that we apply to customer accounts. The following sections provide a sample of some of the key security focus areas.

Racker Authentication

All Rackspace employees must leverage two-factor authentication for all access to customer account data and customer environments.

Racker Privileges

The level of privileges each Racker has to our Fanatical Support for AWS management systems is tightly controlled based on job role and is periodically reviewed to ensure that each Racker has the minimum level of permissions required to adequately perform their job duties. All privilege changes require management approval and are also logged for later review.

Encryption at Rest

All databases leverage the AWS Key Management Service (KMS) for data encryption at rest. All EBS volumes are encrypted with KMS in addition to application-level encryption of secrets using KMS and the AWS SDKs.

Encryption in Transit

All communication between services that make up the Fanatical Support for AWS shared management system are encrypted during transit using SSL. Our customer and Racker UIs and APIs are only accessible via HTTPS.

AWS Account Best Practices

As outlined in the AWS Accounts section we always enable AWS CloudTrail and AWS Config in all regions for each new account. We also have checks within CloudHealth that ensure these remain enabled and configured per our best practices.

Activity Logging

As described in the Rackspace Logbook section all control plane and data plane activities are logged and visible to both customers and Rackers via the Fanatical Support for AWS Control Panel, providing a complete playback of events that occurred on an account.

AWS Security

Amazon Web Services places a high degree of importance on the security of your infrastructure. For an overview of the AWS Security Processes we recommend reviewing their whitepaper.

We also encourage you to review the Securing Data at Rest with Encryption whitepaper for an overview of the methods for securing your data.

If you have questions regarding any aspect of the whitepapers or the security of your environment, please contact a member of your Support team.

Security Updates

As Amazon Web Services says on their Security Bulletins web page, “No matter how carefully engineered the services are, from time to time it may be necessary to notify customers of security and privacy events with AWS services.”

If you are interested in staying informed about these security bulletins, the AWS Security Bulletins web page or the companion RSS feed are the appropriate channels to watch. From time to time, Rackspace will provide additional detail or guidance to our customers for specific security incidents. We will publish such value-add security updates below.