Fanatical Support for AWS
Product Guide

Service Blocks

Rackspace knows that our customers have varying needs at different stages of their cloud journey. That’s why we provide a set of support offers that solve for your needs at any stage of your cloud lifecycle. Our services include architecture help, access to experts to solve your problems, security assistance, 24x7 management, cost governance, and other value-added services - all backed by AWS certified engineers and architects.

Our offers allow you to customize your experience with the ability to choose the service options to match your needs. These offers are described below. For additional detail about what is included in each service block, download our Fanatical Support for AWS with Rackspace Service Blocks Service Overview.

Cloud Foundation

Cloud Foundation is the entry ticket for Rackspace services. All other services (except Architect & Deploy) are built on top. Cloud Foundation includes:

  • AWS Support powered by AWS Certified Rackers and backed by AWS Enterprise Support
  • Unified billing for all your Rackspace platforms and other Managed Public Cloud Accounts
  • Access to the Fanatical Support for AWS Control Panel to manage your AWS accounts, your users, and their permissions

Could Foundation customers receive 24x7 guidance support on their AWS accounts. Rackspace will respond to support requests submitted via tickets in the following timeframes:

  • Urgent: Production System Outage / Significant Business Impact [60 Minute Response Time]
  • High: Production System Impaired / Moderate Business Impact [4 Hour Response Time]
  • Normal: Issues and Requests / Minimal Business Impact [12 Hour Response Time]
  • Low: General Information, Questions, and Guidance [24 Hour Response Time]

All requests should be made directly to Rackspace and we will escalate to AWS, if needed.

Cloud Foundation customers will have access to billing specialists for any questions about their invoice. Customers with a monthly Rackspace service spend above $1500 will be assigned a named Technical Account Manager for ongoing business needs.

Tooling

Rackspace has built industry leading tooling that provides you better insight into your AWS environment. This Tooling offer includes access to:

Compass: AWS inventory, best practice checks, cost analytics, and cost optimization

Waypoint: Rackspace account summary to track spend and critical information regarding your AWS accounts

Logbook: Aggregation of your control plane logs across all AWS accounts

Architect & Deploy

With the Rackspace Architect & Deploy service block, our experts apply best practices to design and deploy public cloud infrastructure that meets your business needs while minimizing costs, maximizing availability, security and performance, and enabling you to outsource ongoing management activities to Rackspace. The Architect & Deploy offer includes:

  • A Technical Onboarding Manager to coordinate end-to-end activities and project manage your AWS deployment
  • A Solutions Architect to understand your requirements and create a high-level proposal document for your approval
  • A Build Engineer who will build and deploy the environment as per the design document
  • Design Document: A document describing the detailed solution design. This document will be shared, and your approval of the design is required prior to deploying the solution
  • AWS Environment: The deployed solution running in AWS
  • Configuration of Rackspace standard monitoring that is integrated with the Rackspace ticketing system

Manage & Operate

With tooling, automation, monitoring and 24x7 access to certified cloud specialists for day-to-day operational support and management, Manage & Operate allows you and your team to rest easy knowing Rackspace has your back. Manage & Operate includes access to additional tooling like Passport (instance access request control tool) and Watchman (turns monitoring alerts to tickets for Rackers to address). Your Rackspace technical support professionals will help you resolve issues quickly and effectively any day of the year, any time of the day. Manage & Operate includes:

  • Named Technical Account Manager to coordinate escalations, follow AWS technical issues through to resolution, and help focus on the AWS technical operations of the account
  • Access to 24x7x365 Technical Operations staffed around the clock and around the globe to help when you experience an issue with your AWS infrastructure
  • 24x7x365 management of your environment
  • Operating System management
  • Setup of AWS Infrastructure monitoring using AWS CloudWatch and respond to your monitoring alerts via Rackspace Watchman tool with response time SLAs up to 15 minutes
  • Passport: secured bastion access to your virtual instances
  • Watchman: creation of monitoring alarm tickets for your account

In addition to the response time SLAs of Cloud Foundation, Manage & Operate customers have access to:

  • Emergency: Business-Critical System Outage / Extreme Business Impact [15 Minute Response Time]

Architect & Deploy is a pre-requisite for any customers entering in to Manage & Operate.

Cost Governance

We build cost optimization across our offers in various ways, but the Cost Governance offer will help you get the most out of cost optimization recommendations. Understanding your spend on AWS is complicated and without the right governance, it can be nearly impossible. Rackspace’s Cost Governance will put the right framework in place and help you manage costs so you will always be able to answer questions about your cloud spend to anyone in your organization. Cost Governance includes:

  • Named Cost Steward for ongoing assistance related to your AWS costs
  • Daily inventory review for untagged resources with remediation based on tagging standard
  • Weekly reporting of spend with budget forecast comparison and reporting of outstanding untagged resources
  • Monthly cost optimization recommendations
  • Reserved instance utilization reports, with conversion and new purchase recommendations
  • AWS Instance Scheduler
  • S3 Lifecycle Policies
  • Idle, Unused, Mis-provisioned and Previous Generation resources

Complex Cloud Operations

As a business matures or their cloud spend increases, operating AWS can become more complex. Complex Cloud Operations will help you manage this complexity with Rackspace experts that have worked with other similarly complex cloud deployments. Whether you desire a deeper technical relationship to drive outcomes or need assistance handling your architecture’s complexity, Complex Cloud Operations can assist.

Complex Cloud Operations is offered in three tiers of support:

Bronze: Lead Cloud Engineer shared with 10 customers and Solution Architect time of 4 hours per quarter

Silver: Lead Cloud Engineer shared with 4 customers and Solution Architect time of 12 hours per quarter

Gold: Lead Cloud Engineer shared with 2 customers and Solution Architect time of 24 hours per quarter

Rackspace will recommend a tier of support (Bronze, Silver or Gold) based on customer complexity and requirements. Quarterly, customers will work with their resources to scope what available capabilities will be delivered based on level of commitment and customer requirements. Potential activities include:

  • ITIL problem management of recurring incidents
  • Architecture diagrams of existing infrastructure
  • Creation/Maintenance of basic post-deployment infrastructure configuration management scripts
  • Review recommendations around Security, Availability, Performance, and AWS Trusted Advisor with remediation plan
  • Implement cost saving recommendations by terminating idle or unused resources, right-sizing resources, updating previous generation resources
  • Participate in Customer Change Advisory Boards and Stand-Ups
  • Training sessions on relevant public cloud topics
  • Well-Architected Reviews on different parts of your deployment
  • In-Depth Roadmap Reviews for Rackspace Offers and Cloud Products
  • Big Data, Serverless, and Container experts

Please talk to your Technical Account Manager if you are interested in learning more about the service block offers.