Dedicated Rackspace Web Application Firewalls (WAF) in active/passive configurations per data center, can provide
that extra level of protection you need to guard your web application against online threats.
Provides Layer 7 (application layer) security, focused on inspecting web traffic (http, https)
Automatically learns Web application structure and user behavior
Offers reputation-based protection to identify and stop web application traffic originating from malicious
sources
Understands application elements and expected user behavior for protection against application-specific
attacks (White List Security)
Detects known attacks through attack signatures & pre-defined policies (Black List Security)
Inspects and protects encrypted HTTPS (SSL) communications.
Prevents site scraping, comment spam, and other Web application attacks
Offers custom and pre-defined security and compliance reports to illustrate security status
Technical Details Imperva WAF 6510
Form factor 2 RU
Interface Module Slot 1 4 Copper or 4 x 1G Fiber or 2 x 10G SR/LR
Max Network Segments 2 – Bridge; 5 – Proxy, Non-inline
Serial ports quantity 2
Inline Fail Open (Bridging only) 4 bypass segments
Throughput 2Gbps
Latency Sub-Millisecond
Memory 64 GB
Log Management
Rackspace provides AlertLogic Log Manager, which supports performance management, security incident response,
and compliance requirements. Log Manager collects the logs of various devices and applications via agents and
SMNP requests, the logs are stored and correlated to provide one of 134 template reports or you can customize your
report at any time. Logs are collected on a device-by-device basis to include those components in your infrastructure
important to you. Logs are accessible via a portal 24x7x365, they are retained accessible for a 12-month period and
then archived if requested for longer periods.
Features:
Collects log data Pulls log data from customer environment and normalizes across multiple sources.
Stores log data Includes one year of unlimited log storage; no hassle/expense of dealing with on
premise storage. Unlimited scalability and redundancy without affecting device
performance.
Automate regulatory Out of the box reports, alerts and event logs targeted toward PCI DSS, HIPPA, SOX,
compliance save customer time and make regulatory compliance simpler and easier.
Archive log data Stores log data for longer retention periods.
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Central console Gives customer a unified view of log data across entire hosted infrastructure.
Log Manager Review 24x7x365 Security Operations Center (SOC) staffed by GAIC analysts to review event
Service log data. This helps satisfy compliance requirements like PCI DSS (Requirement 10),
FTCs Red Flag Rules.
Log Manager can be configured to generate reports based on specific input and filter criteria (content based). For
example, if you have the log entries from a FTP server and they include user logins. You can create a regularly
scheduled report that has a list of logins by login time, by frequency, or some other criteria. Support and training for
this feature set is included in the monthly price.
Status reporting and incident correlation to assess incident impact is included with both Threat Manager (IDS) and
Log Manager. Additionally, with the included AW and Log Review services incident response from the Expert
System™ that generates a workflow action item to the SOC for immediate review during planned and unplanned
downtime. Impact assessment and tuning is included as part of the service offering.
Managed Hosting
The vast majority of SeaWorld servers falling into this category will be VMware virtual machines with dedicate
vCenter, which offer SeaWorld a higher degree of flexibility over dedicated servers, and make more efficient use of
hardware resources. Today in the America’s region, SeaWorld is leveraging VMware virtualization to a great extent.
We choose this type of solution for you due to your need for PCI and HIPAA compliance. During our partnership, we
will evaluate which compute needs to be dedicated given security regulations and which can be in a multi-tenant
environment meeting your compliance regulations. Rackspace understands not every workload is a fit for multi-
tenancy nor for dedicated or virtualized infrastructures. Rackspace’s Hybrid solutions allow us to work with you and
your needs specifically gaining the best efficiencies while meeting your business and security requirements.
With the information being gathered from internal rationalization efforts, combined with the Rackspace Application
Profiling Workshop, we will consult SeaWorld on more opportunities to gain efficiencies with available resources by
virtualizing servers currently running as physical servers.
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Rackspace Private Cloud – 3 Technology Stacks
The power of cloud, the control and security of dedicated, the expertise of Rackspace
Private Clouds offer the power, efficiency, and features of a public cloud, with the security, control, and performance
of a dedicated environment. But private clouds are complex to operate. They don't manage themselves. They require
experts who understand cloud architecture and know how to upgrade, patch, secure, monitor, and scale a cloud
environment.
With a Managed Private Cloud from Rackspace, we take care of the infrastructure and management, giving you the
cloud expertise you need and letting you focus on your core business. And we can manage your private cloud for you
with Fanatical Support® in our data center or, for an OpenStack® cloud, in ours or yours.
Dedicated VMware Microsoft Cloud OS Rackspace Private Cloud
vCloud ® powered by OpenStack
Get a fully dedicated, self-
Single-tenant hosted private service platform ready to take Get a scalable, production-ready
cloud with server, storage, and on production workloads. It's private cloud powered by
networking hardware from Dell®, built using Microsoft Hyper- OpenStack and backed by an
EMC®, and Cisco®, that's V® and System Center 2012 industry-leading SLA. It can be
proactively managed 24x7x365 R2, giving you modern deployed in your data center or
by our VMware Certified capabilities for managing ours, is managed by our
Professionals. You get VMware's applications and virtual OpenStack experts, and is backed
cloud management platform to environments from one unified with Fanatical Support. Rackspace
build upon, while maintaining console. Private Cloud gives you all the
control through the vCloud web power of the cloud without the pain
portal and vCloud API- of running it, so you can focus on
compatible orchestration tools. your core business.
Scale up to 2,000 physical Scale up to thousands of Scale out to 100s of physical
nodes per vCloud Director physical nodes per nodes. Start small and grow as
instance Windows Azure Portal needed
Industry-leading 99.99%
OpenStack API Uptime
Guarantee
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Key Advantages of Rackspace Private Cloud Scalability with availability
Fanatical Support Scale out to meet the growing needs of
Our specialists proactively monitor and your business, with a capacity of
maintain the health of your private cloud thousands of physical nodes, depending
and are available to help you 24x7x365. upon the platform you choose. You can
select a platform to leverage application-
Hybrid cloud for additional scalability based redundancy or built-in fault
Connect your private cloud to the tolerance.
Rackspace Public Cloud or to Dedicated
Servers to grow or shrink on demand, Security
using RackConnect hybrid cloud
connection technology. Get the enhanced security of a single-
tenant environment with physically isolated
Choice and expertise network, compute, and storage layers. And
We are one of the largest hosting partners add options such as web application
of VMware and Microsoft, and we're one of firewalls or intrusion detection systems for
the founders of the OpenStack open- additional levels of protection.
source cloud initiative, so we have the
expertise and breadth of portfolio to give
you the cloud you need, no matter your
requirements.
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VMware Expertise Microsoft Expertise OpenStack Expertise
One of the largest VMware- Five-time Microsoft Hosting Manage one of the world’s
powered service providers in the partner of the year largest OpenStack-powered
world clouds
100s of Microsoft certified
Over 45,000 virtual machines professionals (MCPs) Number one in all-time code
globally contributions to the OpenStack
Microsoft Gold Certified project
Managing VMware environments Partner
for over 8 years Employ four OpenStack Project
Largest provider of Microsoft Technical Leads (PTLs) and
Premier partner in VMware SharePoint Licenses outside over 25 Core Contributors
vCloud Air Network of Microsoft
Offer an extensive OpenStack
Over 500,000 seats of MS training curriculum, covering
Exchange topics ranging from an
introduction to OpenStack to
Neutron networking
Dedicated VMware VCloud is Microsoft Cloud OS is best Rackspace Private Cloud
best for… for…
powered by OpenStack is best
Organizations that place strong for…
value on proven technology and
industry maturity and that want Organizations that place strong Organizations building cloud-
elevated control of their value on proven technology and native applications, usually that
environment, while offloading industry maturity and that want scale horizontally and have built-
day-to-day management of virtual elevated control of their in application-level redundancy.
machines. environment, while offloading
day-to-day management of virtual Common Uses
Common Uses machines.
Test and dev environments
Dev, test, and legacy Common Uses Web tier applications (LAMP
production workloads
Dev, test, and legacy production stack, IIS + SQL Server)
Web tier applications (LAMP workloads Big Data (Hadoop, Cassandra,
stack, IIS + SQL Server)
Web tier applications (LAMP Mongo)
Hybrid cloud stack, IIS + SQL Server) SaaS
Data center consolidation Online content creation and
Data analytics Hybrid cloud
Collaboration (Microsoft Data center consolidation delivery (such as developing
Data analytics and powering online games)
SharePoint or Exchange) Disaster recovery to the public Ecommerce applications
Ecommerce applications Rich media (encoding and
cloud delivery)
Packaged applications Collaboration (Microsoft
SharePoint or Exchange)
Geographic redundancy
between Rackspace data
centers
Ecommerce applications
Packaged applications
Database as a Service (SQL,
MySQL)
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Physical Hosts & Hypervisors
Rackspace will deploy a number of physical hosts for SeaWorld’ applications and database clusters. All servers will
be under the Intensive level support tier with a 1-hour replacement hardware SLA. Physical hosts will be represented
in an X86 Intel infrastructure utilizing Sandy Bridge technology in various two and four socket servers with up to eight
to 18 cores per socket. The hosts are scalable from 12GB of memory up to 2TB of memory. Local disk space will be
kept at a minimum and the use of shared storage will be presented in the Rackspace solution to encourage
centralization and ease business continuity/disaster recovery solutions. Each host will be built with fault tolerance
(dual-homed connectivity) in mind for including access for storage and user communication. Each Rackspace center
has spare parts and extra servers to service our 1-hour hardware SLA reliably. Parts are replaced by Rackspace
certified technicians with certified parts.
Physical Compute servers for both the primary and secondary locations were built in mind to be optimized for the
application requirements, cores, memory and application licenses in mind. Physical servers sized range from single
socket hex and eight cores with 32GB of ram using local storage to dual socket servers with up to eighteen cores up
to 512GB ram and shared storage. Most SQL servers have single or dual eight core sockets to provide better
application licensing while still providing the appropriate services required. Physical (non-hypervisor) servers at the
primary location number up to 32 where the disaster recovery location was designed with 8 physical non-hypervisor
servers.
Operating Systems
Rackspace can provide installation, configuration, patching, and troubleshooting of the following technologies:
.NET and LAMP stack
Linux: Apache web server, MySQL, PHP, mail server (Postfix, Sendmail)
Windows® Server: MDAC, NET framework, Microsoft® XML, IIS®, Windows Resource Kit, VBScript
CentOS 5.x, 6.x
Red Hat Enterprise Linux 5.x, 6.x
Windows Server® 2008, 2012
Managed Virtualization
Rackspace will deploy hypervisors to support SeaWorld’ requirement of virtual machines with our Microsoft Cloud OS
Platform Services. Microsoft Cloud OS Platform is based on Hyper-V and provides a partnership effort with SeaWorld
by way of sharing the management consoles and tools. Rackspace will manage the day to day activates of the
virtualization infrastructure and clusters from configuration to troubleshooting. SeaWorld is empowered to review
reports, dashboard monitoring, create or delete VMs as they wish or request the actions be provided by Rackspace.
The Microsoft Cloud OS Platform is a collaboration working together to meet SeaWorld’s needs providing expertise.
The Microsoft Cloud Platform product extends the benefits of the Microsoft Hyper-V Server Powered by Rackspace
by adding the features of System Center 2012 R2. Customers will have the ability for self-service provisioning of
complex configurations, federated identities to Microsoft Azure and customer premise environments, isolated virtual
networks, and centralized management of their storage Info architecture. As a result, customers can consume more
of our product portfolio, and Rackspace specialized knowledge regardless of the servers location.
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All hypervisors will be under the Intensive support level defined within the MSA (Master Services Agreement).
Features at a glance:
You can safely commit changes and roll back changes by using snapshots
We handle purchasing, management, and renewal for software licenses and hardware component
Supports VM sizes up to 64 vCPUs, and 1 TB of vRAM for performance-hungry workloads like large
databases
Dedicated, single-tenant environment provides added security
Uses Hyper-V hypervisor architecture
We fully support the guest operating system running on each of your VMs
Easily clone or provision custom-configured VMs via the MyRackspace portal
Save money by turning off VMs in the portal when they’re not in use
CPU Allocation
Normally, Rackspace best practice and recommend is not to over allocate vCPUs by more than 250% (1:2.5) of a
cluster or hypervisor CPU cores on any new configurations (for most workloads). We do this as to reduce risk of
unknown workflows and guaranteeing service performance. Rackspace will provide one off solutions based on
customer providing full acknowledgement and approval of a larger oversubscription rate. Per the RFP response,
SeaWorld has requested no oversubscription thus staying under or at 1:1 CPU.
Memory Allocation
Normally, Rackspace best practice and recommend policy is to not over allocate RAM more than 125%. Customers
may over-allocate RAM more than 125% of their RAM at their own risk and with the understanding (in a ticket) that if
they have over-allocated. SeaWorld has requested memory oversubscription remain at 1:1 or less.
Disk Partitioning
We support custom partitions for both supported and unsupported VMs. However, Windows Operating Systems must
have a disk per partition. I.e. do not have several partitions per disk, as this makes disks expansions more difficult.
When reviewing the quotes you will see the Rackspace minimum for the C: partition is 60GB on a windows operating
system to account for the operating system, patches and debugs. All Application and other data per best practices is
recommended to be mapped to separate disk partitions.
Rackspace is providing 34 virtual machines with SQL and an additional 214 virtual machines for the primary location
across 23 hypervisors to meet the 1:1 CPU oversubscription and memory SeaWorld requirements. The secondary
location will have 34 active SQL VMs for replication as well as AD VMs for replication needs. VMs being Hyper-V
replicated will not be considered active; they will be replicated via application consistency within 1 hour across four
hypervisors
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Storage
Storage Arrays
Rackspace offers multiple storage solutions, so you can get the right storage now and have the right alternatives
down the road. No matter how you grow and evolve, we will make sure that you always have the right solution for
your budget, capacity and performance needs.
While each Rackspace storage solution differs from the next in terms of growth capacity, performance, configuration
flexibility and cost, they still have a lot in common. Our industry-leading Service Level Agreements and Fanatical
Support® back them all and they are all fully managed—from deployment, to updates, to troubleshooting—by our
experienced and certified storage experts.
Our Storage Area Networks (SAN) are highly available, reliable solution leveraging fully redundant architecture.
Additionally, its high storage capacity makes SAN an extremely scalable solution, offering the ability to grow with your
evolving storage needs. You also need a solution that is agile enough to handle the demanding performance needs
of your database, a solution that can manage write-heavy logs, database logs and high-transactions database data;
while at the same time provide video, audio, flash and other files served up fast and reliable without latency issues.
To help you meet your needs now and in the future, we are able to configure your storage with different drive sizes,
access protocols and speeds. Not only that, your storage capacity and host connectivity are built to scale with you as
well. Start with the resources required for today and scale efficiently over time, without worrying about outgrowing
your storage environment in a few months or years. We offer seven solutions of dedicated SAN supporting from 75
hard drives all the way to 1000’s of hard drives and over Petabytes of storage. From the inventory shared in the RFI
process the United States has the largest footprint and thus would get the highest scalable solution. Features of our
enterprise class SANs have the option to include multi-protocol NFS/CIFS/ISCSI/FC and FCoE. Real time data
replication and rapid recovery time helps you protect your data and can help recover faster from local disasters,
failures, or outages.
Based on the requirements per the RFP we are recommending the VNX 5600 at the primary location and VNX 5400
at the secondary location. We understand you want a disaster recovery solution thus our solution includes replication
to an alternate data center <as an alternative>. We recognize as we move to the next phases of your project we are
excited to understand your needs in terms of protocol access, iop performance specifics and data rate change to
name a few details that will help us to further optimize storage for SeaWorld.
Form factor Technical Details VNX5600
Min/Max Drives
Raid Options 3 RU DPE, 7U DAEs
CPU/Memory 4/500
0/1/10/5/6
Embedded IO Ports per Array 2 x Intel Xeon E5-2600 4-Core 1.8 GHz /32 GB
16Gb/s FC, 8Gb/s FICON, and 10 Gb/s Ethernet for
FCoE and iSCSI
Max Total Ports per Array 44
2/4/8 Gb/s FC Max Ports per Array 40
1 GBaseT iscsi Max Total Ports per Array 32
10 GbE iscsi Max Total Ports per Array 20
Max FCoE Total Ports per Array 20
Functional Limits
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Max Raw Capacity 2 Petabytes
Max SAN Hosts 1024
We sized the primary san to include Flash Cache, Remote Protection, Fast Suite for auto tiering ability with SSD
drives along with 169-900GB disks to provide enough space for the capacity in use and journaling of replication
capacity. We used a 15% change rate as an assumption. The primary array was sized using raid5 for 105 drives
~63TB usable capacity for vmdks, non-sql data as well as journaling capacity. For SQL an assumption was made to
use raid 10 using 64-900Gb totaling 24.25TB usable.
Form factor Technical Details VNX5400
Min/Max Drives
Raid Options 3 RU DPE, 2U DAEs
CPU/Memory 4/250
0/1/10/5/6
Embedded IO Ports per Array 2 x Intel Xeon E5-2600 4-Core 2.4 GHz/48 GB
16Gb/s FC, 8Gb/s FICON, and 10 Gb/s Ethernet for
FCoE and iSCSI
Max Total Ports per Array 36
2/4/8 Gb/s FC Max Ports per Array 32
1 GBaseT iscsi Max Total Ports per Array 32
10 GbE iscsi Max Total Ports per Array 16
Max FCoE Total Ports per Array 16
Functional Limits
Max Raw Capacity 1 Petabytes
Max SAN Hosts 1024
The secondary array contains a configuration with Flash Cache, Fast Suite for auto tiering and Remote Protection as
well using SSD drives such that if there is a disaster performance will not be degraded. Total capacity for vmdks,
journaling and physical servers ~15TB using 25-900GB drives in a raid 5 configuration. SQL data was sized using a
raid 10 configuration utilizing 16-900GB drives for a total capacity of 6TB providing ~21.89TB usable capacity for your
secondary site.
Storage Fabric
Rackspace will deploy Brocade 6520 SAN switches. The Brocade 6520 provide up to 16Gbps Fiber Channel switch
that provide superior performance and port density for the most demanding SAN environments. With up to 96 ports in
an efficient 2U design, it is an ideal solution for enabling greater data center consolidation and virtualization
throughout the enterprise.
Maximum Performance
o 2.125 Gbps line speed (full duplex); 4.25 Gbps line speed (full duplex); 8.5 Gbps line speed (full
duplex); 10.53 Gbps line speed, full duplex; 14.025 Gbps line speed, full duplex; auto-sensing of 2,
4, 8, and 16 Gbps port speeds; 10 Gbps optionally programmable to fixed port speed
Maximum ISL Trunking
o Frame-based trunking with up to 8-16Gbps per ISL trunk; up to 128Gbps per ISL trunk
o Exchange-based load balancing across ISLs with DPS included in Fabric OS
Aggregate bandwidth
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o 1536 Gbps: 96 ports × 16 Gbps data rate
Fabric latency
o Locally switched ports 700 ns, latency between port groups less than 2.1 μsec with no contention,
cut-through routing at 16 Gbps between locally switched groups
Maximum frame size
o 2112-byte payload
Frame buffers
o 8192 dynamically allocated
Classes of service
o Class 2, Class 3, Class F (inter-switch frames)
Port types
o FL_Port, F_Port, M_Port (Mirror Port), E_Port, EX_Port (Fiber Channel Integrated Routing); self-
discovery based on switch type (U_Port); optional port type control
Replication
Rackspace has DR specialists who can collaborate with you to architect, deploy and test a complex resiliency
solution that best fits your recovery targets, all within your budget. Rackspace manages both the source and target
environments, and monitors the replication process. When we are able to understand the actual change and access
rates of your data, we can optimize the replication technology specific to your needs. SeaWorld has specified in the
RFP, recovery point objective time for critical tier 1 and tier 2 systems not exceed one hour of potential data loss.
Less than six hours recovery time objective from the disaster for all tier 1 systems and twelve hours recover time
objective for the remaining tier 2 systems.
Rackspace is providing two methods for replication to partner with SeaWorld on:
1. Microsoft Hyper-V replication
2. EMC Recovery Point.
Microsoft Hyper-V Replica
Windows Server 2012 brings a rapid Disaster Recovery solution by means of Hyper-V Replica. A Hyper-V Replica
installation consists of a primary site where all Hyper-V hosts and the respective Virtual Machines are running.
Besides the primary site there's also a replica site. Hyper-V hosts are also located in this replica site but they contain
replicas of virtual machines that are running in the primary site. Every five minutes, the primary site sends information
regarding these last five minutes to the replica site where this information is replayed into the Hyper-V Replica.
When disaster strikes in the primary site, the virtual machines are still available in the replica site. Part of the disaster
recovery process is taken up with firing up these virtual machines. Since the replication is an asynchronous
mechanism, you will always face some data loss, though it should be very minimal. It is a manual disaster recovery
process so there's always intervention from the sysadmin (Rackspace)
Hyper-V Replica provides the following benefits:
With some downtime, virtualized workloads can be failed over to the "Replica Server" in case something
goes wrong with the "Primary Server".
There is no need to have identical hardware for "Primary and Replica Servers" as it is the case with the
"Windows Failover Clustering" feature.
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"Hyper-V Replica" can operate in "Workgroup Security Model" and "Domain Security Model" modes. Active
Directory domain membership is not required for "Primary and Replica Servers".
"Hyper-V Replica" provides options for restoring virtual machines at the "Replica Site" to a 'point-in-time'
backup copy.
"Hyper-V Replica" provides Application Programming Interfaces (APIs). With the help of APIs, software
vendors can customize the options and build an enterprise disaster recovery solution.
As opposed to "Quick and Live Migration" high-availability technologies of Hyper-V, the active directory
membership is not required for "Primary and Replica Servers" and both the servers can be part of the
different active directory domain, if required.
Hyper-V Replica is closely integrated with the Volume Shadow Copy Service which allows administrators to
create multiple "point in time backup" copies.
Since replicated data travels over the network, Hyper-V Replica provides encryption and data compression
when replicating virtual machine data to the "Replica Site".
There are two types of Replicas:
Standard Replica (an incremental backup of entire virtual machine)
Application-Snapshot (if enabled, a point-in-time snapshot of the application data inside the virtual machine)
The “Standard Replica” backup copy is created whenever any changes occur to the virtual machine. The
“Application-Consistent” backup copies are created every 1 hour. The backup copies are replicated to Replica Virtual
Machine as follows:
The Standard Replica Backup copy is replicated every 5 minutes
Application-Consistent copy is also replicated every 5 minutes but it becomes ready to be replicated every 1
hour.
Hyper-V Replica provides two types of replica copies; "Standard Replica copy" and "Application-Consistent replica
copy". Hyper-V Replica uses Volume Shadow Copy Service (VSS) to take point-in-time snapshots (Application-
Consistent recovery point) of the applications running inside the Virtual Machine and/or Virtual Machine (Standard
Replica Recovery Point). A maximum of 15 recovery points can be created, and the default interval for creating these
copies is every hour.
EMC RecoverPoint
The EMC RecoverPoint® family empowers organizations to protect the growing scale of their physical and virtualized
IT infrastructure by simplifying and automating the data protection and recovery workflow for their mission critical
applications and data.
The RecoverPoint family also makes Disaster Recovery (DR) and Operational Recovery (OR) easy for organizations
with its continuous data protection for recovery to any Point in Time (PiT) optimizing Recovery Point Objective (RPO)
and Recovery Time Objective (RTO).
RecoverPoint uses a journal- based implementation to hold the PiT information of all changes made to the protected
data. Its replication policy supports a short RPO via journal technology that delivers DVR like roll back in time
capability to a selected PiT just seconds before data corruption occurred, reversing the error. With RecoverPoint
technology, data is protected by Consistency Group (CG), preserving relational dependencies during recovery such
as those of a database and a database log.
The CG depends on the use of journal volumes, which hold all the historical changes in order to preserve write order
fidelity. Furthermore, the CG Sets feature enables recovery activities to be performed to the same consistent PiT
across all data in the set simultaneously. The RecoverPoint family delivers remote data replication over WAN, sync or
async, at lower costs.
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Its built-in WAN optimization consists of compression and advanced bandwidth reduction algorithms that reduce
WAN bandwidth consumption up to 90%. WAN optimization also ensures replication robustness with an improved
resiliency that sustains 50% longer Round Trip Time (RTT) and higher packet loss to fully utilize the available
bandwidth.
As we get closer to working on this project together Rackspace in partnership with SeaWorld will define which
methods of replication work best for which technologies based on RTO/RPO and application requirements.
Regional Connect
Regional Connect is a service of dedicated bandwidth between Rackspace data centers to ensure a quality of service
is available for communication between two data centers. There are several bandwidth optional packages ranging
from 100Mbps to 1Gbps with bursting ability. Rackspace has incorporated within our solution 1Gbps regional
connection package that provides SoQ of 1Gbps with 2Gbps bursting. Dedicated switches are used to provide the
connectivity into your infrastructure at the primary and secondary locations. By using dedicated transport you are
ensured replication between sites will occur and no added bandwidth charges outgoing from data center to data
center will be incurred unless you go above the 2 Gbps burstable. Our service can scale as your needs or change
rates require.
Additional Networks
ExNet - Rackspace ExNet is an External facing private network between network devices (FW/LB) and
servers. There are no bandwidth charges. Connections are 100/1000Mbps by default, but upgradeable to
10Gb. SeaWorld given the number of compute nodes and virtualization was solution with dedicated 10Gb ip
networking switches in both data centers.
Private Net - Rackspace Private Net is a backend network connection for server to server communication
(no MB/External facing). There are no bandwidth charges and switches are connected to an aggregation
layer so no cross-connects are needed. Customers are assigned dedicated VLANs for security/segregation.
Rackspace is providing 10GbE Private Net switches for SeaWorld in both data centers.
Backup
Rackspace offers several backup strategies for your specific needs. When choosing a backup strategy for each of
your servers, you must decide what is most important to you – how fast your data can be recovered in an emergency
or how much your backups will cost based on the amount of data stored. Each strategy has specific advantages and
disadvantages based on these two factors.
The Weekly Full Backup + Daily Differential Backup Strategy provide a Daily Backup of all modified files and
directories, since your last full backup. With this strategy, a Full Backup of all files/directories you specify is performed
one day a week. Every day for six days thereafter, a Differential Backup is performed on the same set of
files/directories. Each daily Differential Backup backs up the files and directories that have been modified since your
last Full Backup. This means that a file modified the day after your Full Backup will be supported by a Differential
Backup every single day until your next Full Backup. When a full data restore is required with a differential strategy,
only two Backup Sets are needed to restore your data – the latest Full Backup Set plus the latest Differential Backup
Set. This makes a full data restore speedy because the required data only has to be restored from two Backup Sets.
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Available Options:
Backup Strategy Choose from several different backup strategies:
Daily Full backups
Weekly Full backups
Weekly Full backups with Daily Incremental backups
(RECOMMENDATION)
Weekly Full backups with Daily Differential backups.
Onsite Data Retention Choose from two onsite data retention periods:
2 weeks
4 weeks
File and Directory File
Data Protection
Data Exclusions Customers can request certain files, folders or groups of each to be excluded from
their backups at no additional charge. If an application backup agent is being used,
databases or mailboxes can also be excluded.
Data Recovery Two free data restores per month are provided as part of the basic Managed Backup
service.
Offsite Data The Offsite data retention backup data is encrypted and stored on tape media. Tapes
Retention are rotated offsite weekly and stored in a secure offsite vault with Iron Mountain.
Recovery time for offsite data requires an additional 4 hours to begin due to the need
of bringing data back onsite.
Choose from two onsite data retention periods:
2 weeks
4 weeks
52 weeks
Custom
SeaWorld has requested SQL data to be retained for 13 months with all other data retained for 5 weeks. Rackspace
has provided custom backup ability to capture 5 and 56 week retention options as required for SeaWorld. The first 2
weeks will be onsite then get encrypted before going offsite for the proper retention period. Backups are provided with
weekly full and daily incremental. Both the primary and disaster recovery locations have backup policies meeting
SeaWorld’s requested requirements to provide offsite redundant backup.
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Application Services Included
Advanced DBA Services
Advanced capabilities are billed on a time and materials basis. Although these services are not intended to
completely replace a customer’s in-house expertise, Rackspace can assist with complex issues, such as:
Performance tuning
Custom scripting or stored procedure development
Database upgrades or migration
Custom monitoring
Advanced data protection
Multi-site implementations
Adding Rackspace DBA Services, you get certified database expertise for everything from architecture and design, to
administration, monitoring, and troubleshooting—on any MySQL, Oracle, or MS SQL Server, running on dedicated
hardware or the Rackspace Managed Cloud. Rackspace DBAs work for you. We’re with you through every stage of
your project, from architecture and design to administration and monitoring. And we’re available 24x7x365—ready to
help you with any MySQL, Oracle, or MS SQL Server database running on dedicated hardware or Rackspace Cloud
Servers.
Design the Right Database Architecture
Our DBAs will help you across your project lifecycle, including during the critical early decisions of application
architecture—such as business continuity, replication, data model, and key query optimization
Improve Uptime and Reduce Incidents
Our services include migration, backup, restore, and advanced monitoring of your application in production, with a 5-
minute notification time to reduce downtime and incidents that may impact your business.
Focus On Your Business Requirements
Certified DBAs are a scarce and expensive resource. By relying on DBA Services for your Oracle, SQL Server, and
MySQL databases, your current team can focus on implementing strategic improvements, while we handle the
maintenance and troubleshooting.
Included in DBA Services:
Architecture and Design
o Architecture development and recommendations
o Analysis and improvement recommendations
o Database replication
o Security and object administration
o Support for app layer products such as WebLogic, JBoss, etc.
o Database and schema export and import
o Query optimization and log file maintenance
o Performance issue diagnosis
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o Performance consultations
o Code analysis (review and recommendation of modifications to your SQL code)
Administration and Monitoring
o Replication monitoring
o Advanced DB restores from backups
o Database migration within Rackspace DCs
o Disk backup at your request
o Point-in-Time recovery
o Customized maintenance plans
o Database Cloning
o Modification of data beyond restores
o Database health monitoring
Troubleshooting
o Advanced troubleshooting of connectivity, availability and performance issues
o Database backup issues
Microsoft Exchange
With Rackspace, Microsoft Dedicated Exchange solutions are designed to specifically address the needs of
businesses that want all the power, flexibility and scalability of a dedicated server minus the responsibility of
supporting the hardware and the application infrastructure. SeaWorld’s in-house IT administrators can keep control
over both user services and the customization of the messaging application, while the Rackspace support team
handles the infrastructure, managing, maintaining and supporting your Exchange configuration. Specific to SeaWorld,
users and the IT team will get all of the collaboration tools, messaging capabilities, organizational tools and mobile
messaging support users rely on without having to support the infrastructure day in and day out. Specific features and
benefits include:
Dedicated Support Team: Rackspace has a dedicated team of engineers whose only focus is Exchange
support and administration. Available 24x7x365 for emergencies and critical issues, as well as regular
support hours where they can be reached directly via phone, this team of experts is there to be an extension
of your team and handle the time-consuming and burdensome tasks of Exchange setup, configuration,
administration, monitoring, patching and updating. The SLA for our Exchange support team can be found
here:
http://www.rackspace.com/information/legal/exchangesd
Customizable: While the servers sit in a rack within a Rackspace data center, these are your servers. You
have the same server-level access you would have with an Exchange environment in the SeaWorld data
center. SeaWorld will have full availability to all features, capabilities, and configuration options.
Advanced Monitoring & Response: Rackspace leverages Microsoft System Center Operations Manager
(SCOM) to monitor Exchange environments. This allows the Rackspace support teams to take a proactive
support approach and alert SeaWorld to possible risks and issues, rather than waiting for SeaWorld to
identify problems and reach out.
High Availability and Data center Resiliency: With dedicated infrastructure, Rackspace is able to utilize the
Microsoft Exchange “Preferred Architecture” recommendations and architect Exchange server environments
that leverage native failover capabilities and Database Availability Groups (DAGs – Only for versions
2013+), as well as data center resilient options. This provides a zero-downtime email experience for our
customers. Should SeaWorld require the ability to revert back to previous mailbox states, lagged copies
and/or archiving solutions can be put in place.
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Compliance: With complete access to native Exchange configuration options and the ability to integrate
third party hardware and solutions, Rackspace Exchange environments are able to SeaWorld security and
compliance requirements.
Mobile Support for ActiveSync, iOS, and Blackberry
Wide Range of Connectivity Options: Outlook Web Access (OWA), MAPI, IMAP, POP, Outlook Mobile
Access.
Based on the feedback provided, Rackspace is recommending a like-for-like migration of Exchange 2010 Enterprise
mailboxes from the current SeaWorld Exchange 2010 architecture, to a matching Exchange 2010 architecture at
Rackspace. This will provide SeaWorld with the same setup and access, while allowing Rackspace and SeaWorld to
plan for the upgrade to Exchange 2013/2016. The selected target update version will depend on timing and
availability of the Exchange 2016 product, and SeaWorld’s preference for early adoption. Once the selected
Exchange version has been determined, Rackspace will work with SeaWorld to plan, design and propose the
updated server architecture recommended. This architecture is in-line with the Microsoft Exchange “Preferred
Architecture” and an initial design option for this solution is included with our response.
SharePoint Management
Similar to Microsoft Exchange solutions, Rackspace custom-architects SharePoint solutions to fulfill specific business
requirements. This approach, combined with un-paralleled experience and expertise, has enabled Rackspace to be
the premier single-tenant SharePoint solution provider in the world. Hosting over 85% of SharePoint SPLA, no other
organization, outside of Microsoft, hosts more SharePoint licenses and environments.
With this methodology and the Rackspace commitment to our managed cloud practice, Rackspace is able to provide
a white-glove experience for our SharePoint customers:
Dedicated Support Team: Rackspace has a dedicated team of engineers whose only focus is SharePoint
support and administration. Available 24x7x365 for emergencies and critical issues, as well as regular
support hours where they can be reached directly via phone, this team of experts is there to be an extension
of your team and handle the time-consuming and burdensome tasks of SharePoint setup, configuration,
administration, monitoring, patching and updating. The SLA for our Dedicated SharePoint Team can be
found here:
http://www.rackspace.com/information/legal/sharepointsd
Customizable: While the servers sit in a rack within a Rackspace data center, these are your servers. You
have the same server-level access you would have with a SharePoint environment in the SeaWorld data
center. SeaWorld will have full availability to all features, capabilities, and configuration options.
Advanced Monitoring & Response: Rackspace leverages Microsoft System Center Operations Manager
(SCOM) to monitor SharePoint environments. This allows the Rackspace support teams to take a proactive
support approach and alert SeaWorld to possible risks and issues, rather than waiting for SeaWorld to
identify problems and reach out.
High Availability and Data center Resiliency: With dedicated infrastructure, Rackspace is able to customize
the server architecture to provide high availability in our data centers. This protects against both physical
and virtual device failures. For Disaster Recovery, Rackspace is capable of supporting any of the Microsoft-
approved recovery methods: SQL Log Shipping, SQL Always-On configurations – pending latency
guidelines, and third party replication tools. It should be noted that native virtualization tools to replicate,
clone, and copy SharePoint virtual machines are not supported.
Compliance: With complete access to native SharePoint configuration options and the ability to integrate
third party hardware and solutions, Rackspace SharePoint environments are able to SeaWorld security and
compliance requirements.
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Monitoring
Rackspace will provide the following monitoring under the “Intensive Tier”. Additional monitoring is available by
subscribing to our Critical Applications service.
Alert Console View
The Alert console view allows you access to all active alerts for the environment. All alerting within Critical Sites will
funnel up to this console, which is then passed on to the Rackspace’s alerting system (ARIC) and allow for auto
notifications. It also permits you to see CORE tickets associated to alerts.
This is the “single pane of glass” that allows you to see what issues within your environment across the Critical Site
toolset. The only information that is stored here are the alerts, any trending or history can be viewed in the next
section, the Reporting Console.
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Topology View
The topology view is a visual display of the interconnects of all devices in an environment, including: Firewalls, Load
Balancers, ExNet switches, and servers. It does not show storage devices, nor does it provide any information related
to virtualization. Each device is also color coded for the highest alert for it, such as green being that everything is
normal and red signifying a critical alert.
Because of the topology layout, Spectrum is intelligent enough to know not to alert on downstream devices when
there is an outage. For example, if a switch goes out, you and Critical Sites will only receive alerts on that one switch,
allowing Critical Sites to focus on that switch much sooner, and not have to sort through the noise that the devices on
the switch are also unreachable as well.
Real-time View
Being able to provide real-time statistics on devices, the graph begins when you start it, and continues to scale to
show the information as long as you have it up:
CPU Utilization
Memory Utilization
Network Interface Utilization/bits per second/bytes per second/discard and errors per second
Alert Notification
Alerts can be sent three different ways:
Email
SMS/ Text Messages
CORE Ticketing
By default, it will be through the ticketing system or any default behavior at the account level but this can be
customized to your preference.
Health Reports
Health reports are an important part of the proactive management capability of monitoring tool set. This
comprehensive set of reports leverages historical data from the reporting database and presents it in ways that help
analyze trends, calculate averages, and evaluate the health of the infrastructure. It also permits users to determine
how efficiently applications and systems are running, whether critical resources are available, and what capacity
planning initiatives make sense.
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Migration Services
Rackspace's migration services are provided by our Professional Services Team which is comprised of project
managers, program managers, migration engineers, and enterprise architects. When necessary, we augment our
migration services with an industry-leading partner network that will assist you with multi-data center, enterprise class
migration projects and deployment to your Rackspace infrastructure. Our Professional Services Team also provides
all migration project governance during the transition of your servers and workloads to your Rackspace Hybrid Cloud
Solution.
Our approach to migrate SeaWorld's physical and virtual servers incorporates the following methodology:
Assessment / Discovery of current infrastructure, workloads, and system dependencies
o This phase could incorporate New Relic's APM, Insights, Servers, & Analytics prior to migration to
Rackspace.
Identify Infrastructure or Application Risks/Constraints Prior to Migration
Migration Plan Development
o Prioritize Applications and Move Groups
o Identify key stakeholders, areas of responsibility, and project milestones
Build Phase
o Statement of Work
o Finalize cost of migration project
o PS team collaborates with the Rackspace Implementation Team during the build phase of your
environment
Migration
o Data Migration
o Physical Server & VM Migration
o Physical to Virtual or VM Conversions
Functional Test & Validation
o SeaWorld tests and gives final approval before going in to production
Final Data Syncs prior to cutover
Handoff to Rackspace Support & Project Closure
While the migration project is in progress, a change management process will be in place to document and govern
changes to the technical scope, change of approach, or change in scope of work for the life of the project.
One key element that the Rackspace Professional Services team would like to highlight is our use of New Relic's
Application Performance Monitoring (APM) and Insights during the initial Assessment & Discovery phase of your
migration. This is a new collaboration with our partner, New Relic, to provide an overall health assessment of the
application stack before migration. This greatly helps reduce risk of unexpected application downtime.
Furthermore, all migration efforts are performed by Rackspace migration engineers or 3rd party migration partners.
Our migration partner network is comprised of companies that have been thoroughly vetted and are in good standing
with accordance of a Master Service Level Agreement with Rackspace.
Upon SeaWorld's request, a master security document of all technical resources, data collectors, and technical
resources dedicated to the migration project will be provided. This can be provided once the Migration Plan has been
finalized.
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The assumptions built up on for the migration are:
All VMWare vmdks (non-SharePoint) will be converted to Hyper-V retaining the same operating system
Some physical servers <where deemed application possible and makes financial (license/memory/core) will
be migrated to virtual with the same operating system
Physical to physical migrations will retain the same operating system
All compute workloads will be ‘Rackized’ to include the Rackspace tools for monitoring, troubleshooting and
administration.
Any workload that is unsupported <windows 2003> will be unsupported by Rackspace for Rackspace
services.
Migrations will take place during business hours unless otherwise specified.
SeaWorld golden images assessed and have the Rackspace tools for monitoring, troubleshooting and
administration applied, creating new images.
All migrations and images will be tested and approved by SeaWorld before going into production.
SharePoint content will be migrated via content database migration(s). Any troubleshooting if issues will
require SharePoint Professional Services – a bank of initial 100 pre-paid support hours will be included at no
cost to SeaWorld ($17,500 USD value). These hours will be available for one calendar year. Rackspace
will also work with SeaWorld to migrate .WSP files.
Exchange mailbox content will be migrated with a third party mailbox migration tool – MigrationWhiz. The
licenses for this tool will be provided by Rackspace at no cost to SeaWorld. The migration effort will involve
both Rackspace and SeaWorld team members, but this effort will be included with the Exchange services
Rackspace is contracted to provide.
Assumptions:
SeaWorld would need to define which of the 248 servers / nodes / workloads would be within migration
scope for the Rackspace Professional Services Migration Team
All 248 servers have been identified as Windows OS Servers comprised of either Windows 2003; Windows
2008 R2; and Windows 2012
SeaWorld will allow the Rackspace Professional Services Migration Team to utilize New Relic modules
during the Assessment Phase of the migration.
All New Relic costs are covered by Rackspace for the duration of the migration project. After the migration
project closure, SeaWorld may choose to subscribe to New Relic in a separate agreement via their
Rackspace Support Team.
Please see attached sample Statement of Work for an example of Migration Project structure.
Estimated Pricing Schedule for SeaWorld is as follows:
Task & Resource Estimated Hours Range
248 - 496
Assessment and Migration Planning 992 - 1488
• Engineer 248 - 397
Server and Application Migration
• Engineer $1,285.00 - $2,000.00
Project Management
• Program Manager
Per Server Estimated Range
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Proposed Data Centers and Data Center Specifications
Data Center Locations
Rackspace maintains data
centers located in Grapevine,
TX; Richardson, TX; Chicago,
IL; Herndon, VA; Ashburn, VA;
London, UK; Hong Kong,
China; and Sydney, Australia.
Current production data
centers are in Chicago,
London, and Hong Kong with
available space in other
facilities limited to existing
customer expansion and multi-
site solutions. Account teams
and technical support staff are
located in San Antonio, TX;
Austin, TX; and London, UK.
Our data centers are staffed
24x7x365 by highly trained technical support personnel and are engineered with fully redundant connectivity, power,
and HVAC. Multiple levels of security are employed to ensure that only data center Operations Engineers are
physically allowed onto raised floor areas near customer routers, switches, and servers.
Primary US Location – Ashburn, VA (IAD3)
44461 Chilum Place
Ashburn, VA 20147
This is a DuPont Fabros Facility
Rackspace Facility Specifications
Data Center floor for entire site is approximately 222,260 square feet
IAD3 Raised floor: 2 computer rooms with 22,000 square feet each and 1 computer room with 5,200 square
feet
Site is manned 24x7x365 with Rackspace operations personnel
Preventative Maintenance contracts on all facility infrastructure systems
Security
Building and Perimeter: Ballistic glass enclosed security check-in, front window area and loading dock
Security Guards: Staffed 24/7
Access Control: Electronic security features wit card key and dual authentication with biometric readers
CCTV security cameras recorded by digital video recorder with archived video of interior/exterior of the
facility
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Power
26.0 MW critical power
CR 6A Critical Load: 10835 MW 5,200 gross square feet
CR 8-9 Critical Load: 4.334 MW, 22,000 gross square feet
CR 10-11 Critical Load: 4.334 MW, 22,000 gross square feet
2N Redundancy
UPS
24x 1.300 kW rotary power systems
N+2 iso-parallel Redundancy
HVAC
10 x 1,200 ton centrifugal chillers
Redundancy: N+2
Chilled Water Storage: 540,000 gallons for 28 minutes of continuous full load operation
Fire Suppression
Double interlocked pre-action sprinkler system incorporating conventional smoke detector and laser based
incipient smoke detection system
Generator
24 x 2,250 kW diesel-powered engine generators
Redundancy N+2 iso-parallel
Customer Access
Customers retain administrative control of their leased servers.
Rackspace retains control of dedicated networking hardware such as firewalls and load balancers
Console level access is provided via Terminal Services of SSH over VPN, depending upon platform servers.
Secondary US Location – Grapevine, TX (DFW1)
801 Industrial Blvd, Suite 200
Grapevine, TX 76051
Rackspace Facility Specifications
Data Center floor for entire site is approximately 78,000 square feet
Site is manned 24x7x365 with Rackspace operations personnel
OEM Service/maintenance contracts on all facility infrastructure systems
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Security
Staffed 24/7 with separate security lobby
Electronic security features with card key and biometric access
Proximity readers track all movement between areas.
Alarm system
CCTV security cameras recorded by digital video recorder with archived video
Bullet-proofing behind all windowed areas
Power
Facility rated at 135 watts per square foot
Nine 3000, KW transformers (N+1 configuration)
Dual Utility Feeders from Separate Electrical Substations with ATO protection
UPS
Nine 2,000 KVA Powerware UPS Systems (N+1 configuration)
328 UPS power distribution panels
UPS-feds panels are fully redundant
UPS provides instantaneous conditioned power for facilities until generator synchronization; transfer of
power is automatic
30 minute battery life at peak load
HVAC
1,504,250 CFM delivered to raised floor area
7,500 Tons of cooling capacity (N+2 configurations)
Thirty-eight air handling units equipped with HEPA filtration
Forty-nine computer room air handling units equipped with HEPA filtration
Five 1,500-Ton York YK centrifugal chillers w/VSD
Six Marley cooling towers
Five chilled water loop pumps, and condenser water loop pumps
Redundant water sources for cooling towers
Fire Suppression
Early Smoke Detection (VESDA) and Carbon Smoke Detection
Dry pipe pre-action fire suppression system
Facility Monitoring
NARC – Network monitoring software
Eaton Foreseer Facility Monitoring System
Temperature and humidity controlled by Trace Tracer Summit Control system
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YORK/METASYS Chiller Control & Monitoring System
Customer Access
Customers retain administrative control of their leased servers.
Rackspace retains control of dedicated networking hardware such as firewalls and load balancers
Console level access is provided via Terminal Services of SSH over VPN, depending upon platform
Data Center Tiers and Certifications
Instead of Tier Certification, we document our
infrastructure and maintenance and submit
annually to independent audits to verify this via
SSAE-16 (formerly SAS-70 Type 2), PCI-DSS,
and ISO 27001.
We design our DC’s to meet what we feel are the
most important aspect of the Tier III standard.
This holds true for most of our HVAC, fire
suppression, and electrical systems for instance.
We do not feel that the Tier requirements are Rackspace Global Data Center Uptime for the Past 3 Years
enough to predict the reliability of a site as there
are many ways to provide a reliable infrastructure that are not included in the limited scope of the Tier Certification.
Equally important are factors like physical and cyber security, strong operations discipline, skilled engineer talent and
robust preventative maintenance. Although many sites claim to have a Tier Rating, only 110 sites around the world
have a certified Tier Rating. The Uptime Institute is the only body able to issue a Tier Rating.
Data Center Certifications and Security Policies
Rackspace data centers feature N+1 redundant HVAC (Heating Ventilation Air Conditioning) units, which provide
consistent temperature and humidity within the raised floor area. HVAC systems and chillers are inspected regularly
(at least quarterly) and air filters are changed periodically. Redundant lines of communication to telecommunication
providers provide Rackspace customers with failover communication paths in the event of data communications
interruption.
Rackspace data centers are equipped with uninterruptible power supplies (UPS) to mitigate the risk of short-term
utility power failures and fluctuations. The UPS power subsystems are N+1 redundant with instantaneous failover in
the event of a primary UPS failure. The UPS systems are inspected at least twice annually. Data center facilities are
equipped with diesel generators to mitigate the risk of long-term utility power failures and fluctuations. Generators are
regularly tested and maintained to provide assurance of appropriate operability in the event of an emergency.
Rackspace personnel are on duty 24 hours a day, 7 days a week at all of Rackspace’s data center facilities. Data
Center roofs and exterior walls of are heavy duty rated and are designed to withstand extreme weather. Appropriate
lighting protection is fitted.
Data centers are equipped with sensors, including smoke detectors and floor water detectors, to detect environmental
hazards. The data centers are also equipped with raised flooring to protect hardware and communications equipment
from water damage. Data centers are equipped with fire detection and suppression systems, fire extinguishers. Fire
detection systems, suppression systems and chemical fire extinguishers are inspected at least annually. Rackspace
data centers are also situated away from areas of geographic instability or those prone to natural disasters.
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Rackspace data center physical security capabilities include:
Two-factor authentication is required to access all data center facilities.
Electromechanical locks are controlled by biometric authentication (hand geometry or fingerprint scanner)
and key-card/badge.
Access to secure sub-areas is allocated on a role-specific basis.
Only authorized data center personnel have access to data halls.
Authorized Rackspace personnel’s access to the facilities is reviewed on a monthly basis by management.
Termination and role-change control procedures are in place so that any physical or logical access rights are
removed in a timely manner when access is no longer necessary or appropriate.
Closed-circuit video surveillance is installed at all entrance points on the interior and exterior of the buildings
that house data centers. Cameras are monitored 24x7x365 by on-site security personnel and support data
retention for 90 days.
Sensitive equipment such as information processing facilities, including customer servers, is housed in
secure sub-areas within each data center’s secure perimeter and is subject to additional controls.
Centralized Security Management Systems are deployed at all data centers to control the Electronic Access
Control Systems and closed circuit television networks.
Rackspace data centers are operational 24x7x365 and are manned around the clock by a security team and
engineering/operations personnel. Appropriate additional perimeter defensive measures, such as walls,
fencing, gates and anti-vehicle controls are in place at Rackspace data centers. The delivery and loading
bays at all Rackspace data centers are separate areas secured by defined procedures and security controls.
Unauthorized visitors are not permitted access to the data centers. Authorized data center visitors are
required to abide by the following rules:
Authorized approvers must specifically grant visitor access to the data centers at least 24 hours before the
scheduled visit.
Visitors must have a valid reason for entering the data center.
Visitors must sign the visitor’s log, present a valid photo ID, and specify the reason for visiting and a
Rackspace point of contact.
Visitor badges differ in appearance from Rackspace employee badges and do not provide any control over
doors, locks, etc.
All visitor access is logged. This policy applies equally to Rackspace employees not assigned to the data
center. 24x7x365 monitored Closed circuit video surveillance is installed at all entrance points on the interior
and exterior of the buildings housing data centers. Cameras are also found on internal and external sides of
doors containing access to sensitive areas, but do not generally point towards specific customers’ hardware.
Cameras support data retention for 90 days and are monitored 24x7x365 by on-site security personnel.
Sensitive equipment, including customer servers, is housed in secure sub areas within the secure perimeter
and is subject to additional controls.
Rackspace data centers are operational 24x7x365 and are manned around the clock by a qualified security force and
engineering/operations personnel. Appropriate additional perimeter defensive measures, such as walls, fencing,
gates, and anti-vehicle controls are in place at Rackspace data center locations.
Physical Security and Access Policies
Centralized Security Management Systems are deployed at all data centers to control the Electronic Access Control
Systems and CCTV networks. Alarms are directly connected to the local Fire and Police Departments.
Visitor access to data centers must be by granted by specifically authorized approvers ten days before the scheduled
visit. Unauthorized visitors are not permitted access to data centers. Visitors must present government-issued ID
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upon checking in, and visitors are strictly escorted at all times. In addition, all visitor access is logged. This policy
applies equally to Rackspace employees not assigned to the data center is question. Visitors, including customers,
are strictly forbidden from accessing sensitive areas of the data center. Under no circumstances are customers
allowed on the data center raised floor.
Rackspace data centers are operational 24x7x365 and are manned around the clock by a qualified security force and
engineering/operations personnel.
Appropriate additional perimeter defensive measures, such as walls, fencing, gates and anti-vehicle controls are in
place at Rackspace data center locations. The delivery and loading docks at all Rackspace data centers are separate
areas secured by defined procedures and security controls in line with the ISO 27001 standard.
Rackspace Business Continuity
Rackspace is committed to a Business Continuity Program that helps us meet service level agreements (SLAs)
reflected in customer contract language. Our Business Continuity efforts are consistent and reflect industry best
practices. Business Continuity at Rackspace involves ensuring that supporting internal applications, utilities, and
network infrastructure remain operational after any service interruption event. We have several locations around the
globe with a multi-site recovery plan for Rackspace infrastructure, Rackspace facilities, and items covered under the
Customer’s SLA and MSA.
Explicitly, Rackspace’s Business Continuity Program does not include customer specific Cloud resources or customer
data hosted in the Cloud. The customer should consider their Recovery Time Objective and Recovery Point
Objectives when transferring data to Cloud services, and structure their overall solution to satisfy these requirements.
Specific highlights of the program include:
Redundant utility (data, voice, electric) providers and supporting SLAs
Highly redundant ‘100% uptime’ shared network architecture
Adequate inventories for hardware failure replacement
Backup generators and electrical controls at each data center capable
Remote support sites for customer contact support
Backups of corporate support applications
Periodic data center infrastructure restoration and contingency testing
The Rackspace Business Continuity plans do not include individual customer solutions, but are instead designed to
ensure the highest possible availability of support, service delivery, and communications to all customers. Rackspace
can work with the customer to define a solution that meets their specific RTOs and RPOs.
Solutions that Prevent Lock-In
Rackspace believes that the power of open technologies lie in their ability to provide the level of flexibility needed to
innovate. When customers have access to the entire code base, from APIs down to the source of the features, you
are enabled to run it anywhere: public, private, hybrid. Our mission is to provide Fanatical Support on the Open
Cloud. We’re deploying open-source technologies that put customers in control, where they belong. It’s a model that
empowers customers and forces technology providers to compete on the basis of customer outcomes and results,
rather than on customer lock-in.
The open technologies embraced by Rackspace and other members of the OpenStack community are accelerating
innovation in cloud computing, as they engage the efforts of scores of companies and thousands of developers
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around the world. We recently introduced the industry’s first certification for OpenStack when we announced the
release of Rackspace Private Cloud, powered by OpenStack, making it simple and easy for companies to install, test
and run an OpenStack-based Private Cloud environment. This offering enables Rackspace to extend Fanatical
Support beyond the bounds of our data centers by remotely supporting and managing OpenStack environments that
run in almost any data center and could become a meaningful part of our growth strategy in the long term.
Account Management and Support Teams
Fanatical Support for Your Hybrid Cloud Based on OpenStack
Rackspace carries a unique value as your support partner for Hybrid Clouds based on OpenStack. SeaWorld will be
supported by a dedicated support team comprised of a dedicated Account Manager partnered with a senior Lead
Technician. These Rackers will become intimately familiar with your business and are responsible for acting as
primary points of contact for all of your needs. They are supplemented by additional Rackspace resources including
DC Operations, Engineering, DevOps and Product teams who have combined decades of experiences managing and
operating OpenStack at scale. Our support teams are located and San Antonio and Austin Texas. Roles supporting
the SeaWorld environment will come from all portions of the business.
Rackspace Support Includes:
24x7x365 access to the OpenStack experts (including Product Engineers and Developers)
Telephone and ticket-based assistance with critical, system down issues affecting OpenStack private cloud
Assistance in closing or finding work-arounds for OpenStack bugs
Deployment of monitoring tools specific to OpenStack (host/node resources)
Proactive review of utilization and health metrics, to include tuning recommendations
Coordinated system upgrades and patching
Hands-on management of OpenStack deployment, including remote assistance for troubleshooting and
issue resolution.
Direct Support Roles
Account Manager (AM) (Rackspace Main POC)
Available 24x7x365 and acts as primary point of contact for account relationship
Acts as extension of the customer’s internal team to promote best customer outcomes
Conducts Monthly Account Reviews (MAR) and/or Quarterly Account Reviews (QAR) (depending on
customer desired cadence) maintains customer support Run Book.
Coordinates and engages escalation resources or strategic resource engagement
Lead Technician (LT)
Available 24x7x365 and works in conjunction with Account Manager
Acts as primary technical liaison for the hosted environment on behalf of the customer for day-to-day
technical questions and requests
Will work with customer on day-to-day technical issues, capacity planning discussions, general technical
know-how and will consult customer through environment changes
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Participates in Monthly Account Reviews (MAR), Quarterly Account Reviews (QAR) and helps maintain
customer support Run Book
Account Executive (AE) (Sales)
Acts as a strategic resource to engage industry and thought leadership in service
Serves as an advocate for the customer’s needs to promote positive customer outcomes
Coordinates and engages escalation resources or strategic engagement roles per customer needs/request
Architecture Support (Solutions Engineer/Architect and DC Engineering)
Engages in conversations that support customer growth, long-term capacity-planning objectives and/or long-
term product evolution and adoption
Conducts product roadmap reviews and provides consultation services
Works with the BU technical leaders to gather requirements and translate them into a configuration
Rackspace can support.
Executive Sponsors and Escalations (Sales and Support Leadership)
Engaged in support of escalation issues or strategic support initiatives
Sales and support leadership is available to customer to ensure environment and support expectations area
met
INDIRECT Support Roles
Account Services Team
Implementation Manager, Implementation Engineer, Project Manager
Will have direct contact with Customer Team during the implementation phase of the hosted environment
Support Functions
Sys Admins, Net Sec, Support Specialists, Managed Backup, Account Coordinators, Billings/Contracts,
Email & Apps
Will be engaged by the AM and Direct Support roles as needed to provide specialty support/services
Leveraged Specialists
Storage, Database Administration, Monitoring, Virtualization Services, Data Warehouse, Engineering,
Professional Services, Anti-Virus, Active Directory, Security
Will be engaged by the AM and Direct Support roles as needed to provide specialty support/services.
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Change Management & Security Overview
ITIL and Automation Capabilities
Rackspace maintains formal incident response processes concerning both corporate network incidents and incidents
affecting customer solutions. Incidents that affect more than one customer or Rackspace operations (Enterprise
Impacting) are managed from a centralized tool that provides alerting and escalation paths and procedures,
communication procedures and command, control and communication across all Rackspace facilities.
Rackspace data centers and Network Operations Center (NOC) are manned 24x7x365. Please note that the level of
alerting and monitoring depends on the service and segment selected by the customer. Rackspace maintains an
internal incident reporting process, and users are educated both on hire and during regular reoccurring training.
Rackspace will alert the customer to any incidents directly affecting their solution in a timely fashion once detected.
Rackspace will work with you to institute a formal incident response plan for your environment. Rackspace can
optionally provide a dedicated Intrusion Detection Service device with Managed Services for this purpose. Our
incident response, reporting, and escalation procedures are addressed in our Service Level Agreement. This will be
crafted and designed to define a solution that will satisfy the customer’s business requirements. Rackspace has a
24x7x365 operation to provide constant awareness and coverage.
Rackspace utilizes a Technical Change Management policy to control changes to the shared infrastructure. Proposed
technical changes are subject to Change Sponsor or Change Board approval according to defined thresholds. The
Technical Change Management policy also defines testing, procedural, back-out plan, and communication plan
requirements. The Technical Change Management policy defines specific roles and responsibilities, as well as high
level management processes.
Rackspace will notify customers of any scheduled maintenance that may impact the availability of the customer.
Customers will be alerted of emergency maintenance as part of the incident management process.
Proactive Optimization of Solution
Part of Rackspace and our Fanatical Support is making sure that SeaWorld will have both the resources you need
and the advice and guidance needed to utilize those resources in the best manner possible. SeaWorld will have a
dedicated Lead Engineer who will work with you to ensure that your environment scales to your changing business
needs. You can contact your dedicated Lead Technician, via phone or ticket, to assist you in planning for growth,
upgrading your system, or advice on a new project. In conjunction with your Lead Technician, your dedicated Account
Manager will make sure that you have access to the appropriate internal resources necessary to ensure that you
reach the best decisions with Rackspace. These resources could include a Solution Engineer to help design a new
configuration or redesign existing environment, a System Administrator for in depth technical discussions or a
Security Administrator for specific security concerns.
Quality Assurance
Rackspace uses Six Sigma and Kaizen as our approach to continuous improvement and quality management. We
believe that the customer experience is the reason we are here and we use various feedback mechanisms as the
input to Kaizen projects that we execute. One such feedback mechanism is the service experience rating system
outlined below.
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SeaWorld will have the opportunity to rate individual service experiences when closing support tickets with a
Fanatical, Good, Average or Unsatisfactory rating. The End-of-Ticket-Rating (EOTR) Score: 1-4 correlate with each
ticket rating (Unsatisfactory – 1, Good – 2, Average – 3, and Fanatical – 4). Average EOTR scores are trended at the
team/segment level and compensation is tied to sustaining and improving scores. Percentage Fanatical is the
percentage of tickets given a Fanatical rating against total rated tickets and we have consistent achievement of 70%
Fanatical and higher.
Each unsatisfactory ticket is escalated to leadership levels, with requirements for the account teams to provide
detailed overview of the incident, reasons for the unsatisfactory rating and description of how the situation will be
remedied and prevented. Additionally, analysis is conducted to identify common themes that then drive Kaizen
projects.
Additionally, Rackspace relies on a NPS (Net Promoter System) driven customer loyalty approach to ensure that our
customers are heard and our best practices reflect the diverse needs of our customers. NPS is the ultimate measure
of customer loyalty and our Rackers, from leadership all the way to the front line, are trained and compensated on
producing loyal “Promoter” customers.
Change Management
At Rackspace Change Management starts with your consultative and
dedicated account team. When you’re managing a large scale project or
migration your Account Manager will serve as a liaison to coordinate the
right resources and personnel to make your project as smooth as possible.
Rackspace defines a change as any change, add, or delete for a service or
configuration. All service requests will be assigned a service ticket in the
MyRackspace® Customer Portal. SeaWorld will be required to approve
changes to your environment before the change is implemented. The full
history of all tickets associated with your account will be available for review
through the customer portal, thereby providing a full history of changes
performed by Rackspace support personnel.
Rackspace works with a bespoke management tool (CORE) which provides
CMS/CRM services which forms part of our configuration management process. All departments are educated in
Rackspace configuration management processes and, although can act individually from each other, are brought
together via systems and processes to meet all of our customers’ needs. It is these procedures that allow all
Rackspace employees to be informed of our customers’ needs and deliver a quality service.
Issue Response
We will monitor the performance and availability of the application infrastructure, backup application data and apply
security patches to all server operating systems. In the event of a performance or application alert, it is also our
responsibility to provide responsive service to quickly resolve the issue. Examples of possible Rackspace actions
could include replacement of failed hardware, service restarts, server reboots, administrative troubleshooting, or
execution of specific instructions provided by its customer.
Rackspace provides 24x7x365 support to respond to any questions or issues related to application infrastructure.
Failures related to application code or unsupported software are generally escalated either to SeaWorld directly, or to
a third party designated as responsible for such issues.
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Emergency Procedures
During the implementation process, Rackspace will work with you to create a customized set of immediate reactions.
These immediate reactions define standard operating procedures in the event of a monitoring or application alert. The
instructions are constantly refined through the life of our relationship. Immediate reactions typically include notification
procedures defined by SeaWorld, including designated contacts determined by incident type and severity.
Response Times
Rackspace live support will be available 24 hours per day, 7 days per week, year round. SeaWorld may request
support by opening a support ticket via the MyRackspace® Customer Portal or by calling your account team.
We will respond to your support requests within the following time frames:
Emergency
Respond within 15 minutes.
Examples of emergency issues include your server, switch, or site down. You cannot access your server or
site from the public Internet.
Urgent
Respond within 1 hour.
Examples of urgent issues include your server or site functioning improperly or at less than optimal
performance. Your server or site is accessible but in a reduced state (timeouts or slow response).
Standard
Respond within 4 hours.
Examples of standard issues include all non-critical issues; server or site is functioning normally, but you
require information or assistance on Intensive services, wish to schedule maintenance outages or help with
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.
We will contact you via support ticket, telephone call or both, depending upon the severity of the situation and any
procedures we have established with you for your account.
Escalation
As part of Fanatical Support, Rackspace believes that SeaWorld is entitled to direct access to top-tier technical
contacts who will work with you to find a rapid solution to any issue that might arise. Our dedicated account teams
collaborate with additional internal resources and/or escalate technical issues directly to our hardware or software
vendors on your behalf.
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Customer Responsibilities
The Rackspace support model is perfect for customers who want to maintain control of their application, but want to
leverage proven expertise in solution design, infrastructure maintenance, facilities management, data protection, and
network administration.
Rackspace support services are designed to supplement in-house application and administrative expertise.
Rackspace therefore will provide SeaWorld full administrative access to hosted servers to facilitate data migration,
code development, code deployment, and support of third-party software not covered by Rackspace services.
Rackspace Reports & Certifications
Delivery / Compliance and Industry Standard Audit Requirements
Rackspace has policies that meet best Industry Standards following the ISO 27002. Rackspace does maintain the
following regulatory and compliance requirement:
SSAE 16 Type II SOC 1, SOC2, and SOC3
PCI DSS Level 1 Service Provider (Physical Security/Network Infrastructure)
Safe Harbor (EU Data Protection Directive)
ISO 27001 Certified
Sarbanes-Oxley (SOX)
SSAE 16 Type II SOC 1 Report
At Rackspace we take the assets and data you’ve entrusted us with as a serious responsibility. We have
implemented many processes and safeguards with the goal to protect your most mission critical information. The
SSAE No. 16 Report is designed to give SeaWorld the peace of mind to know that our processes and procedures are
held to a higher standard and that your data will be adequately protected throughout your partnership with
Rackspace.
The new service organization reporting standard, Statement on Standards for Attestation Engagements (SSAE) No.
16 was effective as of June 15, 2011. SSAE 16 supersedes Statement on Auditing Standards (SAS) No. 70 with the
professional guidance on performing the service auditor’s examination. We view the SSAE 16 Type II Service
Organization Control (SOC) 1 examination as a necessity. A service auditor’s examination performed in accordance
with SSAE 16 (“SOC 1 Audit”) Type II SOC 1 provides a detailed description of our controls and the effectiveness of
those controls. The examination often includes controls over information technology and related processes.
SSAE 16 was drafted with the intention and purpose of updating the US service organization reporting standard so
that it mirrors and complies with the new international service organization reporting standard – ISAE 3402.
*Currently the SSAE 16 Report pertains to Rackspace Managed Hosting customers, Cloud Servers &
Cloud Files Customers, and all Rackspace Data Centers.
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PCI Security Standards Council Member
The PCI Security Standards Council is an open global forum for the ongoing development, enhancement, storage,
dissemination, and implementation of security standards for payment card account data protection. Endorsed by
American Express, Discover Financial Services, JCB, MasterCard Worldwide, and Visa Inc., the Council’s members
have a voice in shaping the PCI Data Security Standard, an organization’s best protection against data criminals. By
participating in the Council, Rackspace has access to the latest payment card security standards while playing an
active part in setting the standards.
A PCI certified environment is the responsibility of both SeaWorld and Rackspace. We will help you identify the roles
and responsibilities and provide you the building blocks necessary to ensure your environment’s PCI compliance.
Safe Harbor
Safe Harbor certifies that Rackspace provides “adequate” privacy protection by the standard of the European
Commission’s Directive on Data Protection across all of our data centers. Rackspace adheres to the Safe Harbor
Principles (Notice, Choice, Onward Transfer, Security, Data Integrity, Access and Enforcement) as described in this
Privacy Statement, with respect to the personal data we collect from EU data subjects or receive from our affiliates
located in the EU, such as information regarding service requests, service orders, handling orders, delivering services
and processing payments; and have certified our compliance with the Safe Harbor Framework to the United States
Department of Commerce.
Rackspace Safe Harbor certification can be found at: https://www.export.gov/safehrbr/list.aspx.
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Transition Services
Global Data Center Transition/Transformation – Our Approach
Rackspace employs a systematic process to help customers profile their current-state technology portfolio, rationalize
for cost-optimization and operational efficiency, design an optimal target environment, plan for minimal disruption and
risk, and transition to a Rackspace hosting platform. Through our dedicated Advisory Services Team, assisted by our
premier partners, our seasoned Transformation Consultants help our customers execute their data center
transformations. Using a proprietary data center transformation phased methodology; we focus on reducing cost and
minimizing downtime, while maximizing efficiency, performance, and accurate transition of workloads by the use of a
holistic view of your application footprint. When analyzing SeaWorld’ application footprint, many factors will be
considered, among them:
Figure: Application Analysis Factors
Our Methodology: IT Transformation Framework
Through our IT Transformation Framework (ITTF), we take customers step-by-step through the cloud adoption
process. We help build a strategic vision, assess the current environment and make recommendations for the optimal
solution – public/private cloud, dedicated hardware, and hybrid solutions that offer the best of all possible worlds, and
then working alongside our trusted partners facilitate the transition and transformation of application portfolios to the
cloud.
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Figure: Rackspace IT Transformation Framework
Our Enterprise Cloud Solutions team creates a systematic, pragmatic plan for creating to your optimized hybrid cloud
solution. Powered by an elite group of industry specialists, our team delivers Advisory Services and Professional
Services, to support your business through a well-planned process of strategy development, assessment, design,
migration, implementation, and ongoing optimization.
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Rackspace Advisory Services performs a transformation of the data center infrastructure and application ecosystem
in defined and systematic phases:
Phase 0: Application Inventory: Discover, identify, catalog, and create a holistic view of the application
Profiling footprint by compiling relevant information from the Application SMEs, Application owner and
Business Owners.
Portfolio Analysis: Analyze and prioritize the application estate in accordance to a multi-point
criterion that includes enterprise concerns such as compliance, consumption patterns, business
criticality, etc. Perform Risk and Complexity analysis on the application and infrastructure estate
in order to provide a high level roadmap for the customer to implement in phases moving
forward. Finally, provide best-fit target delivery platforms for the individual applications in the
estate.
Phase 1: Discovery and Analysis: Tools deployment to baseline applications and infrastructure, discover
Assessment dependencies, and automate assessment activities thus resulting in significant reduction in the
migration timelines.
Phase 2: Solution Design Planning: Design and build-out of the applicable target environment, and
Planning & concurrently define and schedule the move groups, including migration of applications and
Execution physical infrastructure.
Transition and Transformation: Rackspace/Sparkhound will Build, Stabilize and Deploy the
new environment to specifications defined from the original environment.
Phase 0: Profiling
Application Assessment Methodology
Rackspace conducts a detailed assessment of the customer’s application portfolio using a variety of data points
impacting the migration to a hosted delivery model. Typical data points we collect are:
Application Type
Complexity
Criticality
Dependencies
Environment
Technology Platform & Hardware
SLAs
Security
Compliance requirements
We use an interview questionnaire to capture many of the details mentioned above, with the help of stakeholders and
application SMEs.
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PHases 1-2: Assessment, Planning, and Execution
Rackspace partners with a number of trusted companies that can assist with migration-related activities during
Design, Build & Planning and during migration execution (Phase 2). They base their migration execution activities on
the results of the Application Profiling Workshop (APW) profiling deliverables. The following is a diagram of the
activities and output produced during these phases:
The following is a high-level chronology of activities for phases 1 & 2:
We use an interview questionnaire to capture many of the details mentioned above, with the help of stakeholders and
application SMEs.
Assessment Leverage customer’s CMDB if present to extract dependencies and relationships among
applications and infrastructure. In the absence of CMDB, Rackspace will install appropriate tools
Migration to collect resource inventory and usage data.
Planning
Create an detailed inventory and dependency map with all discovered applications and
Migration infrastructure, including physical and hardware-related characteristics
Execution
Identify Application Bundles– workloads grouped together based on AHP and Assessment
analysis ranking (for criteria like business criticality, complexity etc.)
Plan Migration Phases - determine migration sequencing for the Application Bundles. For
example, Active Directory workloads followed by Terminal Services and Exchange applications.
Identify the team and resources required for each application bundle – SMEs, Software licenses
etc.
Plan the sequencing for each environment migration (Development/Test/Staging etc.)
At the end of this stage, we create a detailed migration plan document, which outlines all the
phases/bundles for the actual migration. All impact areas would also be documented.
Migrate using Microsoft’s Operations Framework tools, practices and process
Add new layer and architecture templates to reuse repository
Provide predictable outcome projections for future planning
Create scope for reprioritization
Develop actionable insights with constant feedback loop (refine subsequent application bundles)
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Optional Services
Rackspace can commit to providing SeaWorld with technical hosting experts from our organization to guide and
consult SeaWorld to the best mix of hosting products and solutions to create the best-fit solution. These experts will
be available to SeaWorld throughout our relationship and can be utilized to assist SeaWorld with developing and
refining your hosting roadmap for your total environment in the short and long-term. The benefit of Rackspace is that
we allow customers the flexibility to respond to the technical and business requirements of their business and
industry. Technology changes fast and Rackspace is committed to helping our customers utilize technology as a
differentiator. We are focused on creating great customer outcomes. We strongly feel that open, flexible systems give
customers the power, flexibility, and control they need to best meet their business and technology objectives.
The power of choice is undeniable but getting a clear picture of the hosting industry, offerings, and ever-changing
landscape can be daunting. Rackspace partners with our customers and brings to you the industry experts on the
forefront of creating the leading edge products and services in the industry. Your dedicated team of support Rackers
will assist SeaWorld through the day-to-day management of the hosting environment, and can also with SeaWorld to
conduct capacity planning and strategic evolution of the hosting model mix and make-up.
An overview of Rackspace offered services above and beyond our included Fanatical Support is below. Pricing for
services not included as part of Fanatical Support would be dependent on scope and timeline of projects. Rackspace
will work with SeaWorld to determine a Statement of Work (SOW) and pricing as projects are identified. SeaWorld will
never be charged for additional services without express written consent from SeaWorld.
Rackspace Advisory Services
Our Advisory Services provide the detailed insight needed to help you make the right decisions for your business.
The Rackspace specialists you find speaking at industry-leading events, publishing whitepapers, and hosting
webinars are the same specialists who will advise you on how to create your optimized hybrid solution.
We offer a complete portfolio of Advisory Services to help you move to the cloud:
Application Profiling Workshop
Before moving applications to the cloud, we must understand our application portfolio, know each application’s place
in its lifecycle, and streamline applications to make cloud integration efficient and seamless.
Often, merger and acquisition activities lead to mismatched technologies, application sprawl, and high administration
overhead, while data center capacity constraints create the need for periodic application rationalization in order to
optimize resources. There are many reasons why a thorough application portfolio analysis is essential for success,
but the simplest, most straight-forward reason is to eliminate applications from consideration for cloud or to find
applications that are easy “quick wins” to accelerate your cloud adoption strategy.
In the Rackspace Application Profiling Workshop we guide you through a review of your application portfolio and offer
a high-level roadmap for cloud adoption. Working alongside your application specialists, our Senior IT Consultants
gather the strategic inputs needed to determine which applications are suitable for transition to cloud—and when. The
workshop begins with collaborative planning where we define the scope of the application portfolio, identify key
stakeholders within your organization, and schedule workshops. After the planning phase, our Senior IT Consultants
visit your site for a 1-3 day interactive workshop where they apply their extensive experience, industry best practices,
and a proprietary profiling tool to categorize and score applications. Upon completion of your Application Profiling
Workshop, we will compile our results and share our formal recommendations.
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You will have a complete understanding of:
Applications that can move to the cloud today
Levels of complexity and risk involved in re-engineering applications to run in the cloud
The best platform for your application: public cloud, private cloud, virtualization, or bare-metal infrastructure
This workshop not only provides the detailed insight necessary to make decisions for proper cloud adoption, but also
identifies potential areas for cost reduction through consolidation, modernization, and application retirement. There is
no charge for this service, so let us help you get your house in order today!
IT Evolution Workshop
This workshop is designed to align key enterprise stakeholders to a common strategic vision. Our Senior IT
Strategists collaborate with your leaders to help craft an actionable plan that sets the strategy for your optimized
hybrid cloud solution.
Though we tailor each workshop to the needs and goals of each client, a typical workshop includes:
Examination of your current environment
Definition of your development and IT operations goals
In-depth whiteboard architecture session of “as-is” and “to-be” states
Identification of immediate next steps and development of a future roadmap
Education on the latest technologies and trends in the industry
Open communication of Rackspace’s vision, strategy and best practices
When you complete your IT Evolution Workshop, you’ll receive recommendations for best-fit solutions across
dedicated, virtualized, private cloud, and public cloud platforms.
Cloud Readiness Assessment Services
After you have crafted your strategic vision for cloud adoption and rationalized your application portfolio, it’s time to
tackle the tough ones—your complex legacy applications. The Cloud Readiness Assessment is a six- to eight-week
engagement in which our Senior IT Consultants conduct an in-depth analysis of your legacy application portfolio.
During the first week, our specialists visit your site and conduct facilitated workshops, interview stakeholders, and
configure passive monitoring software for tools-based discovery. Over the next four weeks, we collect data that feeds
our multi-dimensional analysis and allows us to score your applications for cloud suitability.
Our Senior IT Consultants compile this multi-faceted analysis into a comprehensive report that offers actionable steps
to minimize the risk of application migrations. The Cloud Readiness Assessment provides the data you need to make
informed decisions for the future strategy of your complex legacy applications.
Pilots, Proof-of-Concept Environments, and Final Architecture Design
Finding the right fit for your application is imperative. Our Solution Engineers and Cloud Architects design hundreds
of complex solutions each month. Their experience translates into best practices in hybrid cloud architectures. Often,
we build pilot and proof-of-concept (POC) environments for more complex workloads, to ensure optimal performance.
Once we have collectively agreed on the most effective and efficient solution, our specialists will build a final
architecture that will scale as your business grows.
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IT Transformation Framework
Rackspace creates a systematic, pragmatic journey to your optimal hybrid cloud environment. Powered by an elite
group of industry experts, our team delivers Advisory Services and Professional Services to support your business
through a well-planned process of strategy development, assessment, design, migration, implementation, and
ongoing optimization. At Rackspace, we believe in unrelenting Fanatical Support® and we’re dedicated to your
success. Together, we will build something great.
Rackspace Professional Services
The Rackspace Professional Services team connects customers with industry-leading partners, in one-on-one
consultations, to assess your needs and identify solutions. You can tailor your solution from our Hybrid Cloud product
suite, including public cloud, private cloud, virtualization, and dedicated bare metal servers. Plus, you get a
guaranteed 4-hour response time backed by our SLA.
Health Check Services
Rackspace Professional Services will assist you in managing the overall health and performance of your
environment. Our Health Check services offer comprehensive reporting and analysis to help identify key areas that
impact the overall health of your application.
Features:
Stress test a site or application and measure response to traffic load
Identify potential risks to your overall environment heath
Preparation for specific security and compliance requirements
Services include:
Load testing
Performance testing
Vulnerability scanning
Penetration testing
Application Services
We built our suite of application services to optimize applications, provide cloud integration, and help remediate
compromised servers. Certified Database Administrators manage, customize, and troubleshoot your MySQL, SQL,
and Oracle Database Applications. We can work with SeaWorld to enable integration to the Rackspace Open Cloud
API, leveraging automation, orchestration and other DevOps practices.
Services include:
Integration with Rackspace’s complete public cloud portfolio
Auto-scaling services
CDN integration
Advanced DNS solutions
Application development
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Site, database, and application optimization
Compromised server remediation
Database Administrator services
Critical Application Services
Rackspace Critical Application Services was not provide within our solution as it requires a deeper dive into your
infrastructure and specified systems to determine which compute agents are needed per application/server and type
of agent needed. As we get to the next stages on your project we would like to revisit this service ability as we feel it
will provide better insight to your infrastructure and the end user experience. We did want to inform you of this service
ability as such.
Rackspace Critical Application Services is a turnkey solution that employs a unique combination of web scale
engineers, deep-level performance monitoring and on-going guidance to optimize platform performance through the
application and infrastructure environment. Our web scale engineers look deeper than just individual components
within your infrastructure to provide a holistic view to ensure transactions are processed efficiently through your entire
environment.
Proactively Manage Performance and Utilization
By combining a best of breed toolset with a dedicated team of Web Scale Engineers who analyze customer
environments 24x7x365, Rackspace is able to make timely, accurate, and informed recommendations on how to
improve and optimize performance through the application tier. Our engineers gain deep insight into your
environment by leveraging:
Performance dashboards and root cause analysis
Alerts indicating bottlenecks, degradations and impending failures
Advanced monitoring with real time reporting and trending
Web-server management with Critical Application Services
Rackspace Critical Application Services is a turnkey solution that employs a unique combination of web scale
engineers, deep-level performance monitoring and on-going guidance to optimize platform performance through the
application and infrastructure environment. Our web scale engineers look deeper than just individual components
within your infrastructure to provide a holistic view to ensure transactions are processed efficiently through your entire
environment.
Proactively Manage Performance and Utilization By combining a best of breed toolset with a dedicated team of Web
Scale Engineers who analyze customer environments 24x7x365, Rackspace is able to make timely, accurate and
informed recommendations on how to improve and optimize performance through the application tier. Our engineers
gain deep insight into your environment by leveraging:
Performance dashboards and root cause analysis
Alerts indicating bottlenecks, degradations and impending failures
Advanced monitoring with real time reporting and trending
Rackspace Web Scale Engineers Help Your Team Rackspace Web Scale Engineers have years of experience in
application and infrastructure layer management, servicing numerous customer environments. They look beyond
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individual components within your infrastructure to provide a holistic view and oversight of application and
infrastructure performance, allowing your team to focus on driving the business. Services include:
Proactive guidance to ensure stable application environments
Constant analysis of performance metrics and trending reports
Highly customized solutions delivering a complete view of your environment
Gain End-to-End Visibility with a Highly Customizable, Affordable Service Rackspace Critical Application Services
provides end-to-end transaction visibility and real-time end-user experience monitoring using industry leading tools
from CA Technologies, enabling customers to meet uptime requirements of mission-critical applications with a cost
effective model. Features include:
End-user experience analysis and incident detection
Real-time transaction level monitoring
Diagnostic performance reporting
Critical Application Services is backed by Rackspace’s Advance Service Level Agreement (SLA), provides a 100%
product platform uptime guarantee, and a 2x service level credit for businesses that demand the highest level of
performance and uptime on critical applications and websites.
Gain End-to-End Visibility with a Highly Customizable, Affordable Service
Rackspace Critical Application Services provides end-to-end transaction visibility and real-time end-user experience
monitoring using industry leading tools from CA Technologies, enabling customers to meet uptime requirements of
mission-critical applications with a cost effective model. Features include:
End-user experience analysis and incident detection
Real-time transaction level monitoring
Diagnostic performance reporting
Critical Application Services is backed by Rackspace’s Advance Service Level Agreement (SLA), provides a 100%
product platform uptime guarantee, and a 2x service level credit for businesses that demand the highest level of
performance and uptime on critical applications and websites.
Imperva Database Firewall
IMPERVA SecureSphere Database Firewall (DBF) effectively protects databases from attacks, data loss and theft.
With real-time monitoring, alerting and blocking, pre-built security policies and audit rules SecureSphere protects the
most valuable database resources and ensures data integrity.
Unique to the industry, SecureSphere enables customers to optimize their DBF implementations by combining agent-
based monitoring and network activity monitoring. SecureSphere database agents can be configured for monitoring
local privileged activity exclusively, or for monitoring all database activity. SecureSphere can block attacks and
unauthorized access both on the network and on the DB server.
SecureSphere’s hybrid architecture provides comprehensive database security with minimal overhead and
unparalleled scalability.
Alert or block database attacks and abnormal access requests, in real time to protect against database
attacks including SQL injection, Buffer overflow, Denial of Service and more
Detect and virtually patch database software vulnerabilities reducing the window of exposure and impact of
ad-hoc application fixes
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Audit all access to sensitive data by privileged and application users, and enforce corporate policies on data
usage
Accelerate incident response and forensic investigation through centralized management and advanced
analytics
Discover new databases and database objects in scope for security and compliance projects and
automatically apply appropriate protection and audit policies
Optional Cloud Services
Cloud Databases
Rackspace® Cloud Databases is the high performance MySQL database on the cloud. The architecture is built for
high and consistent performance, with container-based virtualization instead of traditional hardware virtualization,
high performance SAN storage, and a dedicated storage network. Our architecture is based on container-based
virtualization. You can think of a container as an isolated tenant that is given some priority across CPU, IO, storage,
etc. on a shared OS. The result is that when a container is executing, there is no traditional hypervisor between the
database and the hardware slowing things down. Cloud Databases is not just MySQL installed on a Cloud Server.
The hardware is specifically built for MySQL. The storage, the compute nodes, the network - they are all close
together to help your app run fast while helping to automate time-consuming tasks such as database deployment,
configuration, patching, and resizing, among others.
Databases are an organized collection of data
Controlled by Database Management Systems (DBMS)
Accessed through a query language
Used by applications to store data
o Transactional – Online Transaction Processing (OLTP)
o Multi-dimensional – Online Analytical Processing (OLAP)
Relational and Non-relational variants
Service Level Comparison
Rackspace will provide the services to SeaWorld under our Intensive SLA. To assist you with your evaluation of our
services, we have included a comparison of our service tiers below.
Care and Services Managed Intensive Critical Sites
Dedicated Account Manager
Dedicated Business Development Consultant
Auto-provisioned implementation for rapid
deployment
100% Network Uptime
Dedicated Expert Engineer
Priority Escalation to key vendors
Custom deployment project managed by account
manager
Extensive implementation planning and assistance
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Regularly scheduled system performance
consultation
Change Management Coordinator for
configuration changes
Capacity planning to align with your growth goals
Highly technical LAMP and .Net Experts available
24x7x365
100% Production Platform Uptime Guarantee
Managed Intensive Critical Sites
Reporting
Online ticketing and ticket archival
Detailed backup performance and utilization
Bandwidth utilization
Monthly Support Ticket Trending
Server Performance Reports
Custom Monthly Trend Reporting from
Monitoring
DNS Manager
At-a-Glance Reports
Health Reports
Service Level Report
Business Unit Reports Managed Intensive Critical Sites
Executive Reports
IT Manager Reports
Service Customer Reports
http(s) Transaction Reporting
Predictive Capacity Reports
Custom/ On-Demand Reporting (self service)
Custom Scheduled Report Generation
Monitoring and Issue Response
Port and Services monitoring
Firewall Monitoring(ping)
Synthetic Transaction monitoring
Notification preferences and standard response
specifications
Pager notification
Email Alerts
Ticketing Alerts
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Monitoring and Issue Response Managed Intensive Critical Sites
Load Balancer Monitoring (ping)
CPU performance and Utilization
Local Storage Management
Server Temperature
RAID Status
HA Firewall monitoring
HA LB monitoring
Custom Log file monitoring
MS SQL
Oracle Monitoring
Windows IIS Monitoring
Exchange Monitoring
Active Directory Support
Apache Monitoring
.Net framework performance
URL Content Monitoring
15 minute response time to critical alerts
Java Application Monitoring
.Net Application Monitoring
Firewall Monitoring(performance)
Load Balancer Monitoring (performance)
Firewall/ Load Balancer Failover
http(s) transaction alerting
Read only access to monitoring systems
Global URL Content monitoring
SMS Alerts
5 minute notification to critical alerts
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Customer References
Rackspace References
Rackspace has an established history as a service provider for thousands of companies. Rackspace provides
services ranging from Dedicated Hosting to Public Cloud architectures to multi-server deployments. Because
Rackspace ensures the confidentiality of all of our clients, we do not disclose specific customer information (either
contact information or solution details) for privacy reasons. Your dedicated solution consultant can arrange contact
with our customers as requested.
In addition, customer case studies and testimonials can be found at:
http://stories.rackspace.com
http://www.rackspace.com/cloud/who_uses_cloud_computing/
http://www.rackspace.com/managed_hosting/support/customers/
http://www.rackspace.com/apps/customers/
Current Target Markets
We provide hosting services to over 300,000+ customers and manage more than 114,000+ servers around the world.
Our service offerings are horizontal in nature, and we design enterprise solutions to help our customer solve issues
experienced within their specific vertical markets or to help with the particular problems associated with being a very
large organization. In the enterprise division are four primary target vertical markets are:
Finance, Banking, and Insurance
Media and Publishing
Retail/Wholesale Trade
Software and computer services
In addition, we have four secondary target vertical markets which link to our primary target markets in terms of needs
or buying behavior:
Hospitality, Leisure, and Tourism
Business services
Manufacturing
Telecoms and service providers
Some demographics of our Enterprise client base are below:
We serve over 60% of the Fortune 100
Rackspace is a Leader in the 2012 & 2013 Gartner Magic Quadrant for Managed Hosting
Microsoft Hosting Partner of the Year — 2003, 2005, 2007, 2012
Listed as a “Significant” force in Private Cloud: Forrester
We have over 530 Clients > $1B in annual revenue
We have over 90 Clients > $30B Annual Revenue
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Pricing and Financial Provisions
Rackspace services become more cost effective to provide as the customer grows their infrastructure. As such, we
provide a pricing solution that scales with that growth. At certain milestones in the life of the partnership, the customer
will be extended discounting that is commensurate with their server volume, total monthly spend, and any
prepayment for services. Rackspace wants to ensure that, as needs continues to rise over time; our offering remains
the most efficient way to consume IT.
The Right Environment for your Needs
Dedicated Environment
Device level costs in a dedicated environment are fixed based on a monthly rate. Dedicated servers remain online
whether they are being utilized or not, and Rackspace charges the fixed monthly fee based on this availability of
capacity. The monthly charge will continue until the server is turned off after the contract expires, or when a renewal
is signed after the contract expires, in which case a lower monthly charge will ensue.
Cloud Environment
Device level costs in a public cloud environment are fixed on an hourly rate. Cloud servers can be spun up and down
based on utilization and capacity needs at a given moment, and Rackspace charges a monthly fee based upon the
quantity of hours a given server is online. The monthly charge will vary from month to month, and this fee is
predicated upon how many hours the server(s) are online. There is no contract for public cloud services, so the
charge will not only vary, but can be terminated when capacity is no longer needed.
How We Bill for Bandwidth
Actually Billing You Only For What You Use
Rackspace introduced the concept of charging customers only for the bandwidth utilized in a given period. Other
providers use what is commonly referred to as the 95th percentile method. This method takes readings of inbound
and outbound bandwidth utilization on regular intervals. The larger bandwidth utilization of the two is recorded. At the
end of the billing period, the highest 5% of the readings are discarded and the customer is charged for a full month of
utilization at the 95% mark.
While this method allows some level of protections against short traffic spikes, the disadvantage occurs during hours
of lower utilization. With 95th percentile billing, your lower off-hour utilization is billed at the higher 95th percentile
rate. Traditionally, this period of lower bandwidth utilization is approximately 50% of the hours in the billing period,
resulting in charges for bandwidth you did not use.
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Rackspace instead charges based upon aggregate transfer. This method is ideal for our hosting customers as it
results in lower bandwidth charges. Instead of penalizing for peak hour consumption (as in the 95th percentile
method), this method only charges you for the bandwidth you use. Referring to the graph, in the 95th percentile
method you would be charged for bandwidth utilization at a rate of 377 kbps sustained across the entire month. With
Rackspace, you would instead be charged for the equivalent of 196 kpbs, converted a per GB transferred.
Finally, Rackspace only charges for outbound bandwidth, meaning that routine site maintenance, such as content
publishing and uploads, are not counted against your bandwidth allocation.
Pricing Flexibility
Volume Pricing Agreements
A volume pricing agreement (VPA) can be established between the customer and Rackspace. The VPA outlines the
Managed Hosting standard product offering and defines pricing by length of commitment and volume. Physical
servers are distributed into volume tiers with monthly rates discounted based on the number of devices online. This
agreement provides both visibility and cost predictability.
Prepay Discounting
The customer can also incur additional discounting by electing to prepay for services. These discounts are predicated
upon the amount of months that are paid in advance, and are applied to the established MRR of the services in
question. The customer can prepay for a portion of the contract term, or all of it.
Total Cost of Ownership Analysis
Rackspace utilizes a financial analysis tool to help our customers compare the costs of hosting their equipment in
their own data centers, versus hosting with Rackspace (Hybrid Cloud). We would be happy to work with SeaWorld to
populate this tool with real-life assumptions and actual costs to make it meaningful. Please let us know if that would
be of value to SeaWorld.
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Proposal for Hosting Services
In addition to the information provided in this document, we have also prepared a pricing proposal for your
consideration.
Please see Rackspace Pricing Proposal.pdf for a fully detailed proposal, including all product specifications.
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Rackspace Hosting Services Agreement Instructions
This Hosting Services Agreement is valid only if accepted before 11 December 2015. Other than completion of the customer
contact, billing, and signatory information sections, changes may not be made to the Hosting Services Agreement.
Unauthorized changes are not legally binding on Rackspace. Should you have any questions or concerns about the contents,
please contact your sales representative.
INSTRUCTIONS
Hosting Service Agreement
Agreement This section outlines the agreement details between you and Rackspace. This includes links to
Rackspace General Terms and Conditions, Acceptable Use Policy, Country Specific Terms and
Conditions, and product specific addendum. All checked addendum pertain to your configuration.
Acceptance Complete the contact, billing, and signature information sections, and obtain the signature of an
authorized officer of your Company using Rackspace’s E-Signature feature. The authorized
Customer representative will receive an email with a link to the myRackspace Portal. The
Customer will review, accept, and fill out required form. In the Electronic Signature section, an IP
capture will display. Upon submittal of electronically signed contract and required form, a
confirmation e-mail will be sent to the Customer.
Service Description
Solution Detail This section provides a detailed list of products and services in your configuration with
accompanying pricing.
Decommissioned This section outlines Rackspace’s policy for decommissioned devices as applicable.
Devices
Deployment This section is Rackspace’s commitment to deploy your environment.
Commitment
Bandwidth Overages This section outlines Rackspace’s fees for bandwidth overages.
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