10.2.13.5 What kind of value-added support options are available? Would your Please see the support options listed in the attached Solution Overview for SeaWorld document. Yes, a dedicated account manager would be assigned, as would a
company provide a dedicated technical account manager? Could the technical lead, whose duties include:
technical account manager work from SEA’s corporate office in Orlando,
Florida? If so, describe the costs for dedicated resource(s). • Available 24x7x365
• Works in conjunction with Account Manager
10.2.13.6 Describe how your company measures and reports client satisfaction, • Acts as primary technical liaison for the hosted environment on behalf of SeaWorld for day-to-day technical questions and requests
including frequency. • Will consult customer through environment changes/additions
• Will work with customer on day-to-day technical issues, capacity planning discussions and general technical know-how
10.2.13.7 Describe your company's processes and mechanisms for handling client • Participates in Monthly Account Reviews (MAR) and Quarterly Account Reviews (QAR) and helps maintain customer support Runbook
inquiries and reported problems. (Typically it is not necessary to office out of customer premises, but this can be discussed upon down-select.)
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
10.2.13.8 Describe your company's client service responsiveness, hours of staff 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
availability and available communication mechanisms (written, verbal, system outlined below.
electronic, face-to-face).
Sea World will have the opportunity to rate individual service experiences when closing support tickets with a Fanatical, Good, Average or Unsatisfactory rating. The End-
10.2.13.9 Describe how client satisfaction deficiencies are addressed and 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
resolved. 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.
10.2.14 Service Level Agreement
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.
Rackspace uses a variety of tools to manage customer environments. We use an industry standard toolset for monitoring and managing traditional physical servers and
network elements. In addition, we have developed our own Cloud Monitoring Platform, Agent, and automation systems.
Our web monitoring tools are able to monitor not only synthetic web transactions, but tools we bring to bear with our Critical Application Services (CAS) also pull in-depth
metrics from within application platforms, such as que-depths, pool connections, and log analysis can allow us to start reacting before application problems are even
visible to customers.
We present all our information, and control systems to our customers, by our MyRackspace Customer Portal, and Cloud Portal systems, which allow read-write, and read-
only access to all the metrics and parameters we work with to manage customer environments.
This allows customers to take a “trust, but verify” approach to governance, with a portal that summarizes both performance and ticket history.
Rackspace live support will be available 24 hours per day, 7 days per week, year round. Sea World 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.
Rackspace defines problems as those events which are not impacting service availability, but are otherwise causing an issue such as service performance. For problems
where a Rackspace monitoring system generates an alert, a ticket will be generated in the MyRackspace® Customer Portal categorized with the severity of the problem.
For problems where Sea World discovers an issue, Sea World may create tickets in the MyRackspace® Customer Portal. Your 24x7x365 support team will work the issue
according to the severity.
For problem notifications, updates will be provided through the MyRackspace® Customer Portal. Additionally, Sea World may specify additional communication methods
such as phone calls to pagers or mobile phones for problem notifications.
10.2.14.1 Describe / upload your company's detailed service level agreements Please see attached.
10.2.14.2 (SLA) for the proposed services.
Explain your company’s methods for monitoring and measuring SLAs. If you reasonably believe that we have failed to meet our Five Elements of Fanatical Support®—Responsiveness, Ownership, Resourcefulness, Expertise and
What options are available to SEA upon failure to meet the stated SLAs? Transparency—Rackspace will pursue the following remedies:
10.2.15 Implementation 1. Your Rackspace Account Manager will coordinate a thorough investigation of the cause of the event and present an action plan to remedy the immediate issue and to
10.2.15.1 Describe your company's approach to implementing services. prevent similar issues from happening in the future.
10.2.15.2 What client resources are required to support implementation? 2. You will have access to a manager 24x7x365 for issue escalation. If necessary, you will even be able to escalate your issue to a member of our Executive Team.
10.2.15.3 What is the typical implementation timeframe? 3. If we fail to meet the commitments of the action plan that was enacted, you may terminate your contract with Rackspace by providing written notice describing the
incidents, 30 days in advance, given that:
10.2.15.4 How does your company ensure minimal impact or disruption to the
client? * You are not past due on any account and are in good standing with Rackspace
10.2.15.5 What steps does your company take to ensure full and complete * You have not been past due for at least sixty (60) days prior to the date of notice
implementation?
* You have not otherwise breached your hosting services agreement or the Rackspace Acceptable Use Policy
The Implementation and onboarding process commences upon completion of the Solution Design milestone. The implementation and onboarding process includes four
workstreams:
* Implementation preparation – The implementation preparation workstream involves extensive internal activities, including assigning resources, developing project
documentation, and defining workstreams. Sea World’s primary engagement in this workstream is participation in the introduction to implementation, which is designed to
help Sea World understand the implementation activities.
* Implementation requirements gathering – Rackspace will gather information and Sea World will complete documents that are dependencies before the gear can be
procured and before the physical build can begin. Rackspace and Sea World will conduct a series of implementation calls that will result in Sea World approving the
design and implementation requirements.
* Environment build – Rackspace will be responsible for the environment build workstream, which includes activities such as procuring gear, assigning locations, running
fiber, racking and stacking, installing and configuring the gear and any related software as part of the solution design, and completing the build.
* Turnover – Rackspace will work with Sea World to identify and set up users/stakeholders and their permissions in the MyRack portal and will collaborate with them to
create the initial operational Runbook that will be used in running the business.
Rackspace will provide Sea World with a fully managed implementation led by an Implementation Manager partnered with an Implementation Engineer. These Rackers
will ensure that Sea World’s environment is built and configured to your specifications. During the implementation, the Implementation Manager and Implementation
Engineer will become familiar with your organization and business concerns and will serve as an additional point of contact, available 24x7x365. They will work with you to
understand all of your business requirements, including software and application configuration, to ensure that your environment will work efficiently for your business.
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 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 solution can be delivered within Sea World's time table. We work with our customers to monitor solutions to predict configuration expansion before capacity
limits negatively impact a solution. In the event additional capacity is required unexpectedly, Rackspace has an expedite process to deploy servers as quickly as possible.
General guidelines for deployment are as follows:10 Business Days: less than 10 servers15 Business Days: 10 or more servers, high availability configurations, more than
1TB of SAN
Rackspace is dedicated to providing customers with a support experience that rivals that of the best service companies in the world. In fulfilling our vision to become one
of the world’s great service companies, we’ve built a high touch customer care front line structure with a factory type backend model. The Rackspace model ensures that
we provide services and offerings that meet the challenges of your business in the most efficient way possible while providing you a service experience like no other.
Managing this relationship takes coordinated efforts, planning, and collaboration between your Rackspace Dedicated Account Team (described in the comprehensive
summary attached "Implementation and Onboarding") and the internal resources you designate to interact with your Rackspace-hosted environment.
Fanatical Support® starts during the pre-sales process. At the highest level, the milestones governing the relationship between Rackspace and SeaWorld include:
• Needs Assessment – Rackspace will work with SeaWorld to identify business, technical, and operational needs that will be used to create a conceptual solution design
and a suite of accompanying services
• Solution Design – Rackspace presents the conceptual solution design, and Rackspace and SeaWorld work together to finalize the design for the hosted system
• Finalize Agreement – Rackspace and SeaWorld will agree on terms aligned with the final solution design
• Implementation & Onboarding – Rackspace and SeaWorld will each provide the information and deliverables required to procure, provision, and manage the hosted
system
• Achieve steady state/run the business – Rackspace and SeaWorld will collaborate on an operational Runbook that will define the activities and roles and responsibilities
for the ongoing management of the hosted system
10.2.15.6 Detail the handoff process once services are established. Concurrent with the environment build workstream, the Implementation Manager will coordinate with sales and support leadership to assign a dedicated account team to
SeaWorld. The Implementation Manager will coordinate a series of onboarding activities in partnership with the named account team. In addition, these Rackers will work
10.2.15.7 What training would be necessary for introducing SEA's stakeholders to with SeaWorld to complete a set of deliverables that will prepare the account for steady state. These activities include the following:
the services? • Assign the account team
• Conduct Alert Logic Walkthrough
10.2.15.8 How does your company handle implementing services across • Conduct support turnover call to introduce the account team to SeaWorld
10.2.15.9 widespread, geographically dispersed facilities? • Complete NPS survey
What options are available for implementation, such as remote • Create foundational Runbook
installation, onsite field engineers, etc?
Once the Account Team is assigned, they will engage in all implementation activities, in partnership with the Implementation Manager, from the end of the physical build
10.2.15.10 For a team following DevOps processes, where a new development or and configuration through steady state.
test environment could be spun up on demand, describe how your
company would ensure implementation of appropriate security controls The account team will partner with the Implementation Manager and SeaWorld to create the foundational operational Runbook. The operational Runbook is an iterative
on and around the new systems (e.g. log collection, FIM, anti-malware, document owned by Rackspace and SeaWorld where SeaWorld will be able to dictate operational requirements for managing the hosted system. The Runbook will be
firewall rules, etc). used as an education tool for SeaWorld, individuals, or designated 3rd party representatives of SeaWorld, and Rackers engaging with SeaWorld’s hosted system. The
document will include details in the following areas:
10.2.16 Industry Specific Experience
10.2.16.1 How many clients (if any) does your company provide monitoring or • Overview
• Application(s) Overview
security device management services for in the hospitality industry? • Governance
• Architecture
10.2.16.2 What reports (if any) are available comparing clients to peers and others • Monitoring
in their industry? • Capacity Management
• Problem and Incident Management
• Change Management
• Release and Configuration Management
• Ongoing Communications Plan
• Financial Management
• Compliance
SeaWorld will have the opportunity to edit the categories covered in the Runbook as needed. The Rackspace Account Manager and Lead Technician will coordinate and
conduct an initial review of the Runbook during the first Monthly Account Review (MAR), which is detailed in the attached Implementation and Onboarding Document.
Rackspace and SeaWorld will agree on an appropriate cadence to review and update the Runbook.
Typically training requirements vary based on customer solution. As mentioned previously, Rackspace will provide SeaWorld with a fully managed implementation led by
an Implementation Manager partnered with an Implementation Engineer. These Rackers will ensure that SeaWorld’s environment is built and configured to your
specifications. During the implementation, the Implementation Manager and Implementation Engineer will become familiar with your organization and business concerns
and will serve as primary points of contact, available 24x7x365. They will work with you to ensure that the environment is architected exactly as requested once it is
handed over to you and that you have all the necessary resources to ease your transition once the implementation is complete.
Please see attached summary of our implementation process "Implementation & Onboarding."
Please see attached summary of our implementation process "Implementation & Onboarding."
The DevOps team would build within a policy set for network connectivity thus as the new compute is built it is done so within the network pre-defined with the security
that already protects the segments and behind the security devices.
Rackspace does not disclose breakouts of clients by industry. That said, two similar clients to SeaWorld that we can provide case studies for are Six Flags and
Schlitterbahn (attached).
Rackspace provides an extensive array of in-depth customer case studies to educate potential customers on the solutions we provide and the results our customers have
experienced. These case studies can be found at http://stories.rackspace.com/. Additionally, we are happy to arrange introduction to select client references further along
in the selection process.
Instructions Instructions
General Instructions Vendor to UPDATE this cell
DO NOT UPDATE this cell, it is either a fixed value, formula, or it is pulling values from another spreadsheet
Color: Green
This spreadsheet consolidates the "Pricing ‐ Baseline & ARCs RRCs" and "Pricing ‐ Transition Detail" spreadsheets. It provides SEA with a TCV view of the next 5
Color: Grey years. An "other" cost field is available for update.
Pricing Spreadsheet. This pricing spreadsheet allow vendor to enter pricing for all service towers. The form has flexibility to capture fixed and variable fees.
Spreadsheet Specific Instructions Pricing Spreadsheet. Vendor Costs to SEA for Transition Services. This sheet contains the detailed costs related to Transition and Capital Expenditures, by
"5 Year Pricing Summary" vendor defined categories.
"Pricing ‐ Baseline & ARCs Supplemental information. Baseline and Incremental Staffing Rates
RRCs" Supplemental information. RFP requested alternative solution pricing
"Pricing ‐ Transition Detail" Supplemental information. Service provider to list any global or spreadsheet specific assumptions
"Rate Card" Supplemental information. Service provider to list "value added" components of their proposal
"Alternative Solutions Pricing"
"other assumptions"
"Value added"
Workbook Structure
Instructions 5 Year Pricing
Summary
Pricing – Baseline Pricing – Transition
& ARCs RRCs Detail
Rate Card Alternative Other assumptions Value Added
Solutions Pricing
Page 1 of 2
5 Year Price Summary
SeaWorld Solution Year 1 Year 2 Year 3 Year 4 Year 5 TOTAL Comments
Values pulled from "Pricing" sheets Submitted By: Rackspace
Vendor Solution Expenses 4,553,031 4,553,031 4,553,031 4,553,031 4,553,031 22,765,154 Rackspace does have the ability to provide renewal
Total Infrastructure 0 0 0 0 00
Total SAP / Linux 0
Total AS400 / iSeries 0
Total other 0
Total Transition 0
Vendor Added
4,553,031 4,553,031 4,553,031 4,553,031 4,553,031 22,765,154
TOTAL COST OF SOLUTION
Total Capital Expenditures 0
Notes:
(1) Row 12 & 20 are available for Vendor to add other costs not addressed in the pricing spreadsheets, please include comment
(2) Operational Efficiencies year‐over‐year are not required at this time, but will be expected during contracting phase
(3) A five (5) year contract can be assumed
Page 1 of 1
Rates & AR
Pricing Table
Base Pricing Units Baseline Fixed Baseline Factors Annual $ D
Upper B
Service Measure of Fixed Fee Baseline Fees Factors (if applicable) Per Annum
Resource Unit (if applicable) Total
Infrastructure Management Base line Per Resource Per Month Total
Primary - Compute <unit> / Month Total Monthly volume Unit Per Month $852,801
Primary - Exchange <unit> / Month Fixed Fee $40,511
Primary - Virtual Machines <unit> / Month Charge
$398,248
$71,067 $0
$3,376 $142,980
15,004 $0.23 $296,520
248 $133.82 $33,187 $905,192
Primary - Managed Backup <unit> / Month $11,915 7,508 $0.43 $0 $38,381
$24,710 7,500 $0.00 $0
Primary - Networking and Connectivity <unit> / Month $75,433 $0
Primary - Security <unit> / Month 15,052 $2.66 $0 $355,828
Primary - SharePoint <unit> / Month $29,652 $3,198 $481,200
Primary - Skype <unit> / Month $77,920 2 $1,950.00 $0 $935,042
Primary - Storage Management <unit> / Month 34 $145.90 $0
Primary - Support Services <unit> / Month $290,697 $40,100 $46,800
Disaster Recovery (Summary Solution) <unit> / Month $0 $59,527
Disaster Recovery - Support Services <unit> / Month $3,900 $4,553,031
Disaster Recovery - Virtual Machines <unit> / Month $4,961
$88,722 $0
Total Infrastructure $0
$0
11 SAP / Linux Support <enter> FTEs / Month $0 $0 $0
BASELINE SAP Applications Support <unit> / Month $0 $0 $0
SAP Managed Hosting Support <unit> / Month $0
<vendor defined> <unit> / Month $0 $0
<vendor defined> $0 $0
$0
Total SAP / Linux $0
$0
12. AS400 / iSeries <enter> FTEs / Month $0 $0
BASELINE AS400 Hardware Support <unit> / Month $0 $0 $0
AS400 Operating System Support <unit> / Month $0 $0
<vendor defined> <unit> / Month $0 $0
<vendor defined> $0 $0
Total AS400 / iSeries $4,553,031
other sections <unit> / Month $0
<vendor defined> <unit> / Month $0
<vendor defined> <unit> / Month $0
<vendor defined> $0
$0
Total other
Total $290,697 $88,722
Notes:
(1) Service Provider may change "rows" of individual services to better align with its service offering. Please do not change the "columns"
(2) Please include all fixed and variable proposed fees in the table above
(3) If pricing of certain environments (i.e. Test) are at a different pricing basis, please include a row with the pricing
1/8/2016 5:00 PM
RCs/RRCs
Deadband Variable Pricing
Band Lower Band
ARC RRC
Comments
Range Range
(% - %) (% - %)
Server/Hypervisor pricing is specific to the specs and licensing configured into the device.
Based on the total number of exchange servers, licensing, support
Rackspace Virtual Machine prices include support costs + additional licensing (if necessary) and is billed on a utility basis. Volume discounts
apply based on volume utilization. The effective unit VM pricing provided includes the volume scaling. Effective unit price would fluctuate higher
or lower depending on volume.
Managed Backup price represents a custom MBU solution. Price changes depending on required backup specs (amount, term, location, etc.)
Pricing depicts our custom Managed Security solution
Priced based off the particular skype for business requested by customer
Disaster Recovery represents the total Networking, Compute and Storage for the proposed DR site in the secondary location
VMs are billed on a utility basis and will not billed until spun up.
1 of 1
Pricing Summary Total Monthly Fees Total Utility Fees
DR $ 7 7 , 9 20 $ 8 , 8 6 1
Compute $ 3 7,065 $ ‐
Exchange $ ‐ $ ‐
Managed Backup $ 2 ,522 $ ‐
Networking $ 1 3,612 $ ‐
Security $ 7 ,021 $ ‐
Storage $ 1 7,700 $ ‐
Support Services $ ‐ $ 3 ,900
Virtual Machine $ ‐ $ 4 ,961
Primary $ 2 1 2 , 777 $ 7 9 , 8 62
Compute $ 7 1,067 $ ‐
Exchange $ ‐ $ 3 ,375
Managed Backup $ 1 1,915 $ ‐
Networking $ 2 4,710 $ ‐
Security $ 7 5,433 $ ‐
SharePoint $ ‐ $ 3 ,200
Skype $ ‐ $ ‐
Storage $ 2 9,652 $ ‐
Support Services $ ‐ $ 4 0,100
Virtual Machine $ ‐ $ 3 3,187
Grand Tota $ 2 90,697 $ 8 8,723
Environment Datacenter Product Type Product Product Description
Primary IAD3 Compute Cloud OS Platform HP DL380, Dual 12 Core, 128GB RAM
Primary IAD3 Compute Exchange HP DL380, Dual 8 Core, 128GB RAM
Primary IAD3 Compute SharePoint ‐ Physical SQL Servers HP DL380, Dual 8 Core, 128GB RAM
Primary IAD3 Compute Skype ‐ Front Ends HP DL380, Dual 8 Core, 128GB RAM
Primary IAD3 Networking VPN Access VPN Access ‐ Site to Site
Primary IAD3 Compute Microsoft HyperV Mgmt Servers HP DL380, Dual 8 Core, 128GB RAM
Primary IAD3 Compute SLQ Monitor, XBr1‐2, TestSQL1‐2 HP DL380, Single 8 Core, 128GB RAM
Primary IAD3 Compute Business Object 1‐3 Ap HP DL380, Single 8 Core, 128GB RAM
Primary IAD3 Compute Cnode400a‐b, Cnode100a‐b SQL HP DL380, Single 8 Core, 128GB RAM
Primary IAD3 Security Threat Manager Alert Logic Threat Manager ‐ 1 to 2 Gbp
Primary IAD3 Security Log Manager Alert Logic Log Manager, Review, Archive ‐ Up to 500 Source
Primary IAD3 Compute Generic app1‐2 HP DL380, Single 8 Core, 128GB RAM
Primary IAD3 Compute MyMicros PS1‐2, test micros, QA TMM1‐2 Dell R720, Single 6 Core, 32GB RAM
Primary IAD3 Compute MyMicros App1‐2, Omnico1‐2 Dell R720, Single 6 Core, 32GB RAM
Primary IAD3 Compute Sql1‐2, Kronos1‐2, xcenter, scenter app1‐2 HP DL380, Single 8 Core, 64GB RAM
Primary IAD3 Compute DataWarehouse SQL 1‐2 HP DL380, Dual 4 Core, 512GB RAM
Primary IAD3 Managed Backup Custom Rackspace Managed MBU Infrastructure 5 Week Offsite MBU
Primary IAD3 Managed Backup Custom Rackspace Managed MBU 56 Week Offsite MBU
Primary IAD3 Networking Firewal Cisco ASA 5585 X SSP 40 H
Primary IAD3 Networking ToR & Exnet & PrivateNet Cisco 9372TX Switch
Primary IAD3 Exchange SCOM Advanced Exhange Server Monitoring SCOM Advanced Exchange Server Monitoring
Primary IAD3 Exchange Exchange Server Licensing Microsoft Exhange Server ‐ 2013 Standard Edition ‐ Custome
Primary IAD3 Support Services Exchange Server Support Services Exchange 2013 Support Services
Primary IAD3 SharePoint SharePoint Server Product Services SharePoint Server Support ‐ Virtual Machin
Primary IAD3 SharePoint SharePoint Server Licensing Microsoft SharePoint Server (SPS) ‐ 2013 (Standard) ‐ Custom
Primary IAD3 Exchange Exchange Server AppRiver Securetide Anti‐Virus Anti‐Spam AppRiver Securetide Anti‐Virus/Anti‐Spa
Primary IAD3 Support Services Exchange Server ActiveSync Support ActiveSync Support
Primary IAD3 Skype Skype for Business Server Licensin Skype for Business Server 2013 Standard ‐ Customer Provide
Primary IAD3 Support Services Skype for Business Server Support Service Skype for Business Server ‐ Standard Service
Primary IAD3 Support Services Microsoft Cloud Platform Powered by Rackspac Microsoft Cloud Platform Powered by Rackspac
Primary IAD3 Support Services Microsoft Cloud Platform Server Powered by Rackspac Microsoft Cloud Platform Server Powered by Rackspac
Primary IAD3 Networking Regional Connect Cisco 9372TX Switch
Primary IAD3 Networking RackConnect Additional Connection Service RackConnect RegionLink ‐ 1Gbps
Primary IAD3 Networking Load Balancer F5 5200v HA LTM
Primary IAD3 Networking Load Balancer F5 2000s GTM
Primary IAD3 Security Web Application Firewa Imperva 6500 HA ‐ Gold Suppor
Primary IAD3 Security Rackspace DDoS Mitigation Rackspace DDoS Mitigation Subscription
Primary IAD3 Security Managed Security Managed Security
Primary IAD3 Security Compliance Assistance Compliance Assistance
Primary IAD3 Storage Fiber Channel Switch Brocade DS6520B Pair ‐ 96 Ports / Switc
Primary IAD3 Storage VNX Head Unit Block Head ‐ 5600 DPE (4 x 300GB 15K 2.5", 21 x 200GB SLC
Primary IAD3 Support Services Rackspace Tiered DBA Account Service Rackspace Tiered DBA Account Service
Primary IAD3 Support Services Rackspace Tiered DBA Device Service Rackspace Tiered DBA Device Service
Primary IAD3 Storage Expansion Shelf Expansion Shelf (25 x 900GB 10K SAS 2.5"
Primary IAD3 Storage EMC RecoverPoint Appliance EMC RecoverPoint Appliance
Charge Type Quantity Unit $ Extended $ Unit $ (Utility Extended $ (Utility
$ 1 ,034.60 $ 2 3,795.88 $ ‐ $ ‐
Monthly 23 $ 9 33.84 $ 3 ,735.38 $ ‐ $ ‐
$ 2 ,598.48 $ 5 ,196.95 $ ‐ $ ‐
Monthly 4 $ 8 07.43 $ 2 ,422.29 $ ‐ $ ‐
$ ‐ $ ‐ $ ‐ $ ‐
Monthly 2 $ 8 86.27 $ 1 ,772.54 $ ‐ $ ‐
$ 1 ,514.53 $ 7 ,572.67 $ ‐ $ ‐
Monthly 3 $ 6 10.96 $ 1 ,832.87 $ ‐ $ ‐
$ 1 ,514.53 $ 6 ,058.14 $ ‐ $ ‐
Monthly 1 $ ‐ $ ‐ $ ‐ $ ‐
$ ‐ $ ‐ $ ‐ $ ‐
Monthly 2 $ 6 10.96 $ 1 ,221.91 $ ‐ $ ‐
$ 5 52.48 $ 2 ,762.38 $ ‐ $ ‐
Monthly 5 $ 5 52.48 $ 2 ,209.91 $ ‐ $ ‐
$ 1 ,474.50 $ 1 0,321.50 $ ‐ $ ‐
Monthly 3 $ 1 ,082.18 $ 2 ,164.35 $ ‐ $ ‐
$ 7 ,118.86 $ 7 ,118.86 $ ‐ $ ‐
Monthly 4 $ 4 ,796.14 $ 4 ,796.14 $ ‐ $ ‐
$ 6 ,633.23 $ 6 ,633.23 $ ‐ $ ‐
Monthly 1 $ 1 ,077.19 $ 6 ,463.16 $ ‐ $ ‐
$ ‐ $ ‐ $ ‐ $ ‐
e Monthly 1 $ ‐ $ ‐ $ ‐ $ ‐
$ ‐ $ ‐ $ 1 .00 $ 7 ,500.00
er Provide Monthly 2 $ ‐ $ ‐ $ 4 00.00 $ 3 ,200.00
mer Provided Licens $ ‐ $ ‐ $ ‐ $ ‐
ed Licen Monthly 5 $ ‐ $ ‐ $ 0 .45 $ 3 ,375.00
$ ‐ $ ‐ $ ‐ $ ‐
2.5" Monthly 4 $ ‐ $ ‐ $ ‐ $ ‐
$ ‐ $ ‐ $ 7 ,500.00 $ 7 ,500.00
Monthly 7 $ ‐ $ ‐ $ 1 ,900.00 $ 1 ,900.00
$ ‐ $ ‐ $ 1 1,500.00 $ 1 1,500.00
Monthly 2 $ 1 ,077.19 $ 2 ,154.39 $ ‐ $ ‐
$ 6 52.17 $ 6 52.17 $ ‐ $ ‐
Monthly 1 $ 5 ,637.24 $ 5 ,637.24 $ ‐ $ ‐
$ 3 ,169.83 $ 3 ,169.83 $ ‐ $ ‐
Monthly 1 $ 8 ,628.29 $ 8 ,628.29 $ ‐ $ ‐
$ 1 ,304.35 $ 1 ,304.35 $ ‐ $ ‐
Monthly 1 $ 5 4,000.00 $ 5 4,000.00 $ ‐ $ ‐
$ 1 1,500.00 $ 1 1,500.00 $ ‐ $ ‐
Monthly 6 $ 7 ,227.90 $ 7 ,227.90 $ ‐ $ ‐
$ 1 1,290.86 $ 1 1,290.86 $ ‐ $ ‐
Utility 4 $ ‐ $ ‐ $ 3 ,300.00 $ 3 ,300.00
$ ‐ $ ‐ $ 1 75.00 $ 8 ,400.00
Utility 7500 $ 1 ,442.52 $ 1 0,097.63 $ ‐ $ ‐
$ 1 ,035.96 $ 1 ,035.96 $ ‐ $ ‐
Utility 7500
Utility 8
Utility 7500
Utility 7500
Utility 7500
Utility 7500
Utility 1
Utility 1
Utility 1
Monthly 2
Monthly 1
Monthly 1
Monthly 1
Monthly 1
Monthly 1
Monthly 1
Monthly 1
Monthly 1
Monthly 1
Utility 1
Utility 48
Monthly 7
Monthly 1
Primary IAD3 Virtual Machine Hyper‐V VM (Windows ‐ Licensed by Hos Hyper‐V VM (Windows ‐ Licensed by Hos
Primary IAD3 Virtual Machine Hyper‐V VM (Windows ‐ Licensed by Hos Hyper‐V VM (Windows ‐ Licensed by Hos
Primary IAD3 Virtual Machine Hyper‐V VM (Windows ‐ Licensed by Hos Hyper‐V VM (Windows ‐ Licensed by Hos
Primary IAD3 Virtual Machine Hyper‐V VM (Windows ‐ Licensed by Hos Hyper‐V VM (Windows ‐ Licensed by Hos
DR DFW1 Networking Firewal Cisco ASA 5555 X HA
DR DFW1 Networking VPN Access VPN Access ‐ Site to Site
DR DFW1 Networking ToR & Exnet & PrivateNet Cisco 9372TX Switch
DR DFW1 Networking Regional Connect Cisco 9372TX Switch
DR DFW1 Networking Load Balancer F5 2200s LTM
DR DFW1 Networking Load Balancer F5 2000s GTM
DR DFW1 Security Web Application Firewa Imperva 4500 HA ‐ Gold Suppor
DR DFW1 Security Threat Manager Alert Logic Threat Manager ‐ 1 to 2 Gbp
DR DFW1 Security Log Manager Alert Logic Log Manager, Review, Archive ‐ Up to 100 Source
DR DFW1 Security Rackspace DDoS Mitigation Rackspace DDoS Mitigation Subscription
DR DFW1 Compute SQL Server Dell R720, Single 6 Core, 64GB RAM
DR DFW1 Compute Exchange HP DL380, Dual 8 Core, 128GB RAM
DR DFW1 Storage Fiber Channel Switch Brocade DS6510B Pair
DR DFW1 Storage VNX Head Unit Block Head ‐ 5400 DPE (4 x 300GB 15K 2.5", 21 x 200GB SLC
DR DFW1 Storage Expansion Shelf Expansion Shelf (25 x 200GB SLC 2.5"
DR DFW1 Exchange SCOM Advanced Exchange Server Monitoring SCOM Advanced Exchange Server Monitoring
DR DFW1 Support Services Microsoft Cloud Platform Powered by Rackspac Microsoft Cloud Platform Powered by Rackspac
DR DFW1 Support Services Microsoft Cloud Platform Server Powered by Rackspac Microsoft Cloud Platform Server Powered by Rackspac
DR DFW1 Compute Microsoft HyperV Mgmt Servers HP DL380, Dual 8 Core, 128GB RAM
DR DFW1 Compute Cloud OS Platform HP DL380, Dual 12 Core, 128GB RAM
DR DFW1 Compute Business Object App 1‐ HP DL380, Single 8 Core, 64GB RAM
DR DFW1 Compute Cnode400a‐b, Cnode100a‐b SQL HP DL380, Single 8 Core, 128GB RAM
DR DFW1 Storage EMC RecoverPoint Appliance EMC RecoverPoint Appliance
DR DFW1 Managed Backup Custom Rackspace Managed MBU Infrastructure 5 Week Offsite MBU
DR DFW1 Managed Backup Custom Rackspace Managed MBU 56 Week Offsite MBU
DR DFW1 Virtual Machine Hyper‐V VM (Windows ‐ Licensed by Hos Hyper‐V VM (Windows ‐ Licensed by Hos
DR DFW1 Virtual Machine Hyper‐V VM (Windows ‐ Licensed by Hos Hyper‐V VM (Windows ‐ Licensed by Hos
DR DFW1 Virtual Machine Hyper‐V VM (Windows ‐ Licensed by Hos Hyper‐V VM (Windows ‐ Licensed by Hos
e Utility 11 $ ‐ $ ‐ $ 1 45.90 $ 1 ,604.90
2.5" Utility 19 $ ‐ $ ‐ $ 1 45.90 $ 2 ,772.10
Utility 4 $ ‐ $ ‐ $ 1 45.90 $ 5 83.60
Utility 214 $ ‐ $ ‐ $ 1 31.90 $ 2 8,226.60
Monthly 1 $ 2 ,107.17 $ 2 ,107.17 $ ‐ $ ‐
Monthly 1 $ ‐ $ ‐ $ ‐ $ ‐
Monthly 4 $ 1 ,077.19 $ 4 ,308.77 $ ‐ $ ‐
Monthly 2 $ 1 ,077.19 $ 2 ,154.39 $ ‐ $ ‐
Monthly 1 $ 1 ,871.73 $ 1 ,871.73 $ ‐ $ ‐
Monthly 1 $ 3 ,169.83 $ 3 ,169.83 $ ‐ $ ‐
Monthly 1 $ 5 ,716.98 $ 5 ,716.98 $ ‐ $ ‐
Monthly 1 $ ‐ $ ‐ $ ‐ $ ‐
Monthly 1 $ ‐ $ ‐ $ ‐ $ ‐
Monthly 1 $ 1 ,304.35 $ 1 ,304.35 $ ‐ $ ‐
Monthly 1 $ 3 ,201.99 $ 3 ,201.99 $ ‐ $ ‐
Monthly 4 $ 9 33.84 $ 3 ,735.38 $ ‐ $ ‐
Monthly 1 $ 2 ,185.61 $ 2 ,185.61 $ ‐ $ ‐
Monthly 1 $ 7 ,227.10 $ 7 ,227.10 $ ‐ $ ‐
Monthly 2 $ 3 ,625.63 $ 7 ,251.26 $ ‐ $ ‐
Utility 4 $ ‐ $ ‐ $ ‐ $ ‐
Utility 1 $ ‐ $ ‐ $ 1 ,900.00 $ 1 ,900.00
Utility 1 $ ‐ $ ‐ $ 2 ,000.00 $ 2 ,000.00
Monthly 2 $ 8 86.27 $ 1 ,772.54 $ ‐ $ ‐
Monthly 4 $ 1 ,034.60 $ 4 ,138.41 $ ‐ $ ‐
Monthly 2 $ 4 ,036.05 $ 8 ,072.11 $ ‐ $ ‐
Monthly 4 $ 4 ,036.05 $ 1 6,144.21 $ ‐ $ ‐
Monthly 1 $ 1 ,035.96 $ 1 ,035.96 $ ‐ $ ‐
Monthly 1 $ 5 08.37 $ 5 08.37 $ ‐ $ ‐
Monthly 1 $ 2 ,014.00 $ 2 ,014.00 $ ‐ $ ‐
Utility 11 $ ‐ $ ‐ $ 1 45.90 $ 1 ,604.90
Utility 19 $ ‐ $ ‐ $ 1 45.90 $ 2 ,772.10
Utility 4 $ ‐ $ ‐ $ 1 45.90 $ 5 83.60
Transition & C
TRANSITION PRICING Monthly Costs ‐ Year 1 Only
<vendor defined cost component> Units (if Month 1 Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11 Month 12
<vendor defined cost component> applicable) $0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0
<vendor defined cost component> $0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0
Total $0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0
$0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0
SEA Capital Expenditures
<vendor defined cost component> $0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0 $0
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Baseline and Incremental Support
Rate Card
Monthly Rates ‐ Applications Support per FTE
Baseline SAP Applications Support Staff (if charged by FTE, vendor defined staffing model)
(ECC 6.x, Oracle DB)
at SEA Site off‐site off/near‐shore
<vendor defined> $0 $0 $0
<vendor defined> $0 $0 $0
<vendor defined> $0 $0 $0
Incremental SAP Applications Support Staff (1‐20 FTEs anticipated, Year 1)
(ECC 6.x, Oracle DB)
at SEA Site off‐site off/near‐shore
$0
Programmer (5‐10 yrs exp) $0 $0 $0
$0
Sr Programmer (>10 yrs exp) $0 $0
Applications DBA ‐ Oracle $0 $0
Monthly Rate ‐ Infrastructure Support
Incremental Infrastructure Support Staff at SEA Site off‐site off/near‐shore
$0 $0 $0
<vendor defined> $0 $0 $0
<vendor defined> $0 $0 $0
<vendor defined> $0 $0 $0
<vendor defined> $0 $0 $0
<vendor defined>
Note: Baseline Infrastructure support staff is assumed to be part of the FIXED fee. However,
Incremental infrastructure support personnel may be needed on a project basis. The
"Incremental Infrastructure Support Staff" rates reflect this requirement. Examples of staff
would include: systems administrators, computer operations, security, storage, telephony,
deskside support, messaging, service desk, architects, etc.. Please indicate a rate for each.
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Alternative Sol
Alternative Solutions - Units Baseline Fixed Base
Pricing Table
Fixed Fee
Base Pricing (if applicable)
Total Monthly Baseline Fee
Fixed Fee
Service Measure of Base line Per
Resource Unit volume Unit
Infrastructure Management
<vendor defined> <unit> / Month $0
<vendor defined> <unit> / Month $0
<vendor defined> <unit> / Month $0
<vendor defined> <unit> / Month $0
$0
Total Infrastructure <unit> / Month
<unit> / Month $0
SAP Support <unit> / Month $0
<vendor defined> <unit> / Month $0
<vendor defined> $0
<vendor defined> <unit> / Month $0
<vendor defined>
$0
Total SAP $0
Business Applications Support
<vendor defined>
Total Biz Apps Support
other sections <unit> / Month $0
<vendor defined> <unit> / Month $0
<vendor defined> <unit> / Month $0
<vendor defined> $0
Total other
Total $0
Note: Service Provider may change "rows" of individual services to better align with its service offering. Please d
Please include all fixed and variable proposed fees in the table above
lutions Pricing
eline Factors Annual $ Deadband Variable Pricing
es Factors (if applicable) Per Annum ARC RRC
Total
r Resource Upper Band Lower Band Range
t Per Month -11% to -
Charge Per Month Total Range 11%
to +20% 20%
$0 $0
$0 $0
$0 $0
$0 $0
$0 $0
$0 $0
$0 $0
$0 $0
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do not change the "columns"
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Other Assumptions
Reference Assumptions
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Value Added
"Value‐Added" Description
Tool / Software
Bundled into
solution
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December 2, 2015
Brian Fischer, Senior Category Manager
SeaWorld Parks & Entertainment
9205 Southpark Center Loop, Suite 400
Orlando, Florida 32819
Subject: Rackspace Proposal for SeaWorld for Managed Hosting and Security Services
Dear Brian,
Rackspace® Hosting is pleased to submit our Statement of Qualifications to SeaWorld for managed hosting and
security services. Since our inception in 1998, we have held firm to the position that supporting our customers is as
important as supporting the technology we provide them. Rackspace is the service leader in the cloud computing
industry in terms of growth, profitability, and customer satisfaction. We are driven by Fanatical Support® – our
unconditional commitment to doing whatever it takes to make our customers successful and happy.
The Rackspace solution will provide you with robust facilities and SLAs, as well as an expansion model unique to the
market. We look forward to discussing our flexibility and services with you in more detail. If you have any questions,
please feel free to contact me at 470.658.3186 or at [email protected].
Thank you and your team for the opportunity to participate in this RFP and we look forward to earning our position to
partner more closely and to expand our support model to add value at a greater level with Sea World Parks and
Entertainment. We’re dedicated to helping Sea World to deliver secure and reliable computing services to your
internal and external customers, and in bringing to bear a wider range of our current workloads in support of your
business goals.
.Sincerely,
John Cattani
John Cattani
Enterprise Accounts – Southeast
470.658.3186
[email protected]
www.rackspace.com
Rackspace Proposal
prepared for
SeaWorld Parks & Entertainment
December 2, 2015
Prepared by:
John Cattani
Enterprise Accounts – Southeast
470.658.3186
[email protected]
www.rackspace.com
Rackspace Response for SeaWorld | 2
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
Notice of Confidentiality
The contents of this Document are confidential and proprietary information of Rackspace. Your acceptance of this
Document and review of its contents constitutes your acknowledgement that the contents are Rackspace’s
confidential and proprietary information and your agreement not to disclose the same to any person other than
persons in your organization who have a need to know in order to evaluate a possible business relationship with
Rackspace for hosting services.
Rackspace Response for SeaWorld | 3
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
TABLE OF CONTENTS
Executive Summary .....................................................................................................................................................6
Success Factor 1: Advanced Security SOC & Threat Management ..........................................................................6
Success Factor 2: Available Platform Guarantee for Critical Applications .................................................................6
Success Factor 3: Industry-Leading Support and Management ................................................................................7
Success Factor 4: Flexibility & Scalability ..................................................................................................................7
Success Factor 5: Speed–To-Market.........................................................................................................................7
Summary ...................................................................................................................................................................7
Company Overview......................................................................................................................................................8
Industry Recognition ...................................................................................................................................................9
Gartner Magic Quadrant Leader ................................................................................................................................9
451 Research Segment Leader .................................................................................................................................9
Microsoft Hosting Provider of the Year – Five Time Winner ....................................................................................10
Red Hat Premier Hosting Partner ............................................................................................................................10
MySQL Certified Hosting Partner.............................................................................................................................10
Microsoft Gold Certification......................................................................................................................................11
The Rackspace Managed Cloud ...............................................................................................................................12
The Cloud Market is Evolving ..................................................................................................................................12
Why Customers are Adopting Managed Cloud........................................................................................................13
The Rackspace Managed Cloud Difference ............................................................................................................13
Solution Areas, Platforms & Service Levels.............................................................................................................14
The Rackspace Support Model .................................................................................................................................17
Fanatical Support® ..................................................................................................................................................17
Fanatical Support Promise.......................................................................................................................................18
Account Team Overview..........................................................................................................................................19
Implementation Overview..........................................................................................................................................20
Account Review .......................................................................................................................................................20
Proactive Optimization of Solution ...........................................................................................................................21
Quality Assurance....................................................................................................................................................21
Change Management ..............................................................................................................................................22
Issue Response .......................................................................................................................................................22
Emergency Procedures ...........................................................................................................................................22
Hosting Solution Overview........................................................................................................................................23
SeaWorld’s Rackspace Solution ..............................................................................................................................23
Core Infrastructure (All Applicable Hosting Models) ................................................................................................25
Security....................................................................................................................................................................28
Managed Hosting.....................................................................................................................................................34
Rackspace Private Cloud – 3 Technology Stacks ...................................................................................................35
Storage ....................................................................................................................................................................40
Rackspace Response for SeaWorld | 4
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
Application Services Included ..................................................................................................................................46
Monitoring ................................................................................................................................................................49
Migration Services ...................................................................................................................................................51
Proposed Data Centers and Data Center Specifications .........................................................................................53
Data Center Tiers and Certifications ........................................................................................................................56
Rackspace Business Continuity...............................................................................................................................58
Solutions that Prevent Lock-In .................................................................................................................................58
Account Management and Support Teams..............................................................................................................59
Change Management & Security Overview .............................................................................................................61
ITIL and Automation Capabilities .............................................................................................................................61
Proactive Optimization of Solution ...........................................................................................................................61
Quality Assurance....................................................................................................................................................61
Change Management ..............................................................................................................................................62
Issue Response .......................................................................................................................................................62
Customer Responsibilities .......................................................................................................................................64
Rackspace Reports & Certifications.........................................................................................................................64
Transition Services ....................................................................................................................................................66
Global Data Center Transition/Transformation – Our Approach ..............................................................................66
Our Methodology: IT Transformation Framework ....................................................................................................66
Phase 0: Profiling.....................................................................................................................................................68
PHases 1-2: Assessment, Planning, and Execution ................................................................................................69
Optional Services.......................................................................................................................................................70
Rackspace Advisory Services..................................................................................................................................70
Rackspace Professional Services............................................................................................................................72
Application Services.................................................................................................................................................72
Critical Application Services.....................................................................................................................................73
Optional Cloud Services ..........................................................................................................................................75
Service Level Comparison .......................................................................................................................................75
Customer References ................................................................................................................................................78
Rackspace References............................................................................................................................................78
Current Target Markets............................................................................................................................................78
Pricing and Financial Provisions..............................................................................................................................79
The Right Environment for your Needs....................................................................................................................79
How We Bill for Bandwidth.......................................................................................................................................79
Pricing Flexibility ......................................................................................................................................................80
Proposal for Hosting Services..................................................................................................................................81
Rackspace Response for SeaWorld | 5
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
Executive Summary
Companies who partner with Rackspace benefit from high-value, low-risk solutions that address enterprises’
most critical success factors: Security, Critical Applications, Support, Flexibility, Scalability & Speed-to-
Market.
Rackspace® (NYSE: RAX) is the #1 managed cloud company. Our technical expertise and Fanatical Support®
allows companies to tap the power of the cloud without the pain of hiring experts in dozens of complex technologies.
What distinguishes us from our competitors is our emphasis on delivering an exceptional customer experience, our
broad portfolio of services, and our leadership in open standards that promote faster innovation and give customers
freedom of movement among cloud providers.
In the early days, cloud computing was categorized by real-time access to off-premise compute and storage. Early
adopters were organizations that had a high dependency on developers. Today’s mainstream market is dividing.
Infrastructure as a Service (IaaS) providers like Amazon, Google, and Microsoft have built a model that is associated
with very low cost, self-service computing. Rackspace, in contrast, has built a model around service and support. This
division in the marketplace has been validated by analysts, per Gartner’s newest quadrant titled Cloud Enabled
Managed Hosting, where Rackspace is the leader in both North American and European Markets.
Today, customers don’t ask if, but how they should use the cloud. How can we deal with complexity that the cloud
provides for them? Enterprises have several options at its disposal for delivery of IT assets, including pure public
cloud, pure private cloud, or hybrid cloud, with hybrid cloud being the most flexible and agile solution. Regardless of
the technologies used to deliver hosting, our solutions address the following critical success factors.
Success Factor 1: Advanced Security SOC & Threat Management
In addition to the three critical security areas - physical and environmental, network infrastructure, and corporate
operations - Rackspace offers Managed Security Options via our Rackspace SOC.
Physical security that includes locking down and logging all physical access to our data center
Network Infrastructure that provides the availability guarantees backed by aggressive SLAs
Operational security that involves creating business processes and policies that follow security best
practices to limit access to confidential information
World-class data centers with N+1 redundancy and enterprise-class networking and routing
Advanced Threat Detection and Response 24x7x365, Vulnerability Management and Threat Intelligence.
Compliance Assistance, DDoS Mitigation, Real-Time Detection and Insight, WAF and Log Management
Success Factor 2: Available Platform Guarantee for Critical Applications
Performance Dictates Customer Experience, and in today’s environment with increasing application complexity and
unpredictable user behavior, application demands and spikes in volume can occur at any time. And through a deeper
partnership with Rackspace, our customers have the option to enlist the advanced service level agreement of
Rackspace Critical Application Services.
100% Production Platform Up Time Guarantee
Both Proactive and Responsive
CAS available at the application tier and on top of Infastructure and OS management.
Application Expertise on many key and mission critical application suites.
Provides Visibility, Fanatical Support and 100% Production Platform Uptime SLA.
Rackspace Response for SeaWorld | 6
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
Success Factor 3: Industry-Leading Support and Management
All of our customers – regardless of the solution they use – experience Fanatical Support, which includes:
A dedicated account team who is intimately familiar with all environments and workloads
Access to 24x7x365 support with expertise from engineers and architects to system administrators
Aggressive SLAs to include monitoring and reporting, response times, and deployment commitments
Success Factor 4: Flexibility & Scalability
Our customers rely on us to help them leverage the cloud in the most efficient and effective manner. With a
Rackspace partnership, our customers benefit from:
Ability to scale through our economies of expertise versus hiring various workload expertise internally
Rackspace’s technology-neutral suite of bare-metal, private, and public cloud solutions that aligns
consumption to allocation
Access to 24x7x365 support and expertise with VMware workloads, Microsoft/Azure, and Open Stack
Technologies, among others
Self-service tools – like the vSphere API or CloudOS System Center – that offer agility, personalization
through governance, and cost containment, in addition to monitoring and reporting
Unlike our competitors, Rackspace also realizes the value of contractual flexibility. Not only do our customers have
the ability to move across stacks without penalty, they also have the ability to terminate our contract within thirty (30)
days should we not meet our Fanatical Support Promise – a promise based on our responsiveness, ownership,
resourcefulness, expertise, and transparency. That’s how confident we are in our ability to be a more valuable partner
for our customers.
Success Factor 5: Speed–To-Market
With Rackspace, our customers avoid the complexity involved with procuring and building out their own data
center(s). We can deploy a new environment in a matter of weeks and make changes to existing environments in a
matter of days:
World-class data centers have N+1 redundancy and enterprise-class networking and routing – all of which
require months of planning, procurement, and building activities
Inventory and asset management policies require that we have enough excess stock to fulfill our 1-hour
hardware replacement guarantee
Access to leverage tools for monitoring and reporting to help us collaboratively assess capacity needs on
our clients’ hosted systems
Rackspace’s change management process requires that all changes to a customers’ hosted system follow a
specific procedure, ultimately leading to more on-time and accurate deployments
Summary
Rackspace is well-positioned to help our customers assess, plan, deploy, and manage IT assets so that the business
can capitalize on optimized costs and operations. As you evaluate our offering, we believe you will find us compelling.
We also believe that our value as the #1 managed cloud service provider offers our customers the highest-value and
lowest-risk scenario.
Rackspace Response for SeaWorld | 7
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
Company Overview
Rackspace® Hosting (NYSE:RAX) is the #1 managed cloud company, delivering open technologies and powering
more than 300,000 customers worldwide. Rackspace provides its renowned Fanatical Support® across a broad
portfolio of managed products, including Public Cloud, Private Cloud, Hybrid Hosting, and Dedicated Hosting. The
company offers choice, flexibility, and freedom from vendor lock-in.
We are pleased to provide our qualifications to deliver SeaWorld world-class managed hosting services. Rackspace
specializes in providing custom fit solutions that will scale with your company’s growth and enable your mission-
critical business applications. At Rackspace, your solution is hosted with industry-leading network connectivity and
resides on redundant and reliable infrastructure.
Rackspace’s products and services extend beyond the commodity business of running data centers and racking
servers. We offer a different approach—one that differentiates Rackspace in the industry. Our unique approach is
built around a customer-centric culture that creates fanatically engaged employees (which we call “Rackers”) who are
encouraged and empowered to do whatever it takes to create fanatically loyal customers.
Rackspace was founded on this vision:
“To be recognized as one of the world’s greatest service companies.”
Rackspace Response for SeaWorld | 8
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
Industry Recognition
Gartner Magic Quadrant Leader
For the second year in a row, Rackspace has
been positioned by Gartner, Inc. in the Leaders
quadrant of the “Magic Quadrant for Cloud-
Enabled Managed Hosting” in both North
America and Europe. The Gartner assessment,
performed by the firm’s IT industry experts,
evaluates providers based on the
completeness of their vision and their ability to
execute. It categorizes providers in quadrants
labeled Niche Players, Challengers,
Visionaries, and Leaders. Rackspace was
among the 19 providers assessed by Gartner,
and one of only two in the Leaders quadrant in
North America. In Europe, the firm analyzed 17
providers and Rackspace is one of seven in the
Leaders quadrant.
The majority of all computing is still conducted
in house or via colocation, and with
infrastructure rental costs falling dramatically, a
new wave of cloud adoption is building. These
new adopters, including many large
enterprises, want all the power of the cloud Magic Quadrant for Cloud-Enabled Managed Hosting, North America, 2015
without the pain of having to become an expert
in dozens of fast-changing cloud technologies.
Through its specialized expertise in those technologies, Rackspace serves as a trusted partner and enables
businesses to focus their scarce developer talent in ways that set them apart in the marketplace, like building new
products and services.
451 Research Segment Leader
In March 2015, 451 Research published a report predicting that between 2014 and 2018, the market for managed
services will grow 60% faster than the market for infrastructure only. In what it calls the “managed hosting” market
segment, where managed services are wrapped around cloud infrastructure, 451 Research named Rackspace the
segment leader.
What the 451 Report describes is a logical progression. As the cloud market moves from early adopter to
mainstream, the volume of customers wanting to adopt cloud technologies outstrips the supply of cloud expertise.
This is where Rackspace excels—by providing trustworthy economies of expertise to help customers gain
value from technology.
Rackspace Response for SeaWorld | 9
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
Industry Recognition
A Leader in Hybrid Cloud #1 Cloud #1 Cloud #1 Private Cloud Founder
Platforms Provider Partner Provider
Creating best-fit, Enterprise Microsoft And operator
Specialized solutions Edition SharePoint Of the
Deployments
Largest
OpenStack
PUBLIC CLOUD
Microsoft Hosting Provider of the Year – Five Time Winner
Rackspace is the only hosting provider to be honored with the distinguished “Microsoft Hosting Provider of the Year”
five times. More than 300 judges considered more than 1,800 service provider entries from all over the world to
determine the winner. As Microsoft’s Director of Worldwide Hosting notes, “Rackspace...has demonstrated its talent
and expertise year after year, raising the bar in the design and deployment of customer solutions built on Microsoft
technologies.”
Red Hat Premier Hosting Partner
Since its inception, Rackspace has been an avid supporter and advocate of open source and the
open source community. This support naturally extended into a unique relationship with Red Hat as
Rackspace became the first provider to be certified as a Red Hat Premier Hosting Partner. This
distinct designation recognizes that Rackspace possesses the industry’s highest levels of support
and knowledge of the Red Hat Linux Platform.
MySQL Certified Hosting Partner
Rackspace was the first MySQL Certified Hosting Partner and is recognized as a
model for utilizing MySQL in major computing systems to realize dramatic cost
savings, performance, and reliability benefits to organizations and end-users.
Thousands of Rackspace customers run the Linux, Apache, MySQL, PHP
architecture (LAMP) for the development and deployment of optimal performance
web applications. Together Rackspace and MySQL have worked to build a world-
Naclass hosting solution for the MySQL database.
Rackspace Response for SeaWorld | 10
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
Microsoft Gold Certification
Rackspace was one of the first Application Infrastructure Providers (AIPs) in the world
to receive the Microsoft Gold Certified Partner accreditation. This top-tier designation
recognizes Rackspace’s expertise in Microsoft hosting, having passed numerous
rigorous evaluations by certified, independent auditors. The auditors determined that
we deliver the highest level of fully managed services available on the Microsoft
platform, meeting eligibility qualifications, proven service benchmarks and operational
readiness benchmarks.
This certification fosters a close partnership with Microsoft, allowing us to collaborate on the best solutions, tools, and
procedures for delivering the hosting environment for our customers. It gives SeaWorld Microsoft’s assurance that
Rackspace is an industry leader in hosting your Microsoft-based platforms. The certification also means that we
receive access to emerging Microsoft products and technologies while they are still in development, allowing us to
work with clients on platform upgrades and technology testing months before public release
Rackspace Response for SeaWorld | 11
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
The Rackspace Managed Cloud
It takes a lot more than raw infrastructure to succeed in the cloud. Unlike commodity cloud providers, Rackspace
offers custom-tailored platforms, industry-leading SLAs, and a team of experts to run workloads—all backed by our
award-winning Fanatical Support®. Gartner named us a leader in their 2015 Magic Quadrant for Cloud-Enabled
Managed Hosting. With Rackspace managing your cloud, SeaWorld is free to manage your business.
Our investment and expertise in all areas are creating
tremendous value for customers who leverage our skills
and capital to reduce the cost and increase the speed and
flexibility of their IT capabilities. We listen to our customers’
business and technical requirements and can be
prescriptive with services and technologies to suit individual
needs. We do this while delivering competitive costs for our
customers.
We'll design, build, and run the best cloud for your unique needs—backed by the results-obsessed service we call
Fanatical Support®. It's what the commodity cloud providers can't deliver. Our managed cloud experts remove the
hidden costs and headaches so you can run your business.
Our broad, integrated product portfolio allows for customer flexibility and choice; we will work with SeaWorld to create
the infrastructure that performs best for your business. Rackspace solutions are built on open-source technologies
fueled by our unparalleled expertise—so you can move at the speed of your business.
The Cloud Market is Evolving
Our customers have shifted from asking the question “Should I be in the cloud?” to asking “Who should manage my
cloud?” which has led to the realization that there are two categories of cloud emerging: managed and unmanaged.
Unmanaged, do-it-yourself cloud provides low-cost infrastructure you must manage yourself, where companies
provide low-cost infrastructure (compute, storage, and networking). This model means you still have to provide the
expertise and knowledge around key areas like architecture, scale, operations, and monitoring—you use their
technology and your people. This model works really well for early adopters who are OK focusing a good portion of
their time becoming the experts on the infrastructure, operating it themselves, and taking the risk.
Managed cloud is a powerful combination of cutting-edge technology and Rackspace cloud experts that help
customers:
Focus on building great new applicatonis and winning new customers
Stay fast and lean rather than swell their payrolls with engineers to run IT which doesn’t differentiate their
business – the real value is in the economies of expertise, not just low cost infrastructure
Optimize their IT investments in projecgts and skills that help build their business and win in the marketplace
Leveraging leading technologies such as OpenStack, VMware, and Microsoft while working with our cloud
experts as an extension of their team
This model works really well for companies/organizations who seek to focus on their core business and differentiation
while working with a trusted provider to get the most value out of their cloud
Rackspace Response for SeaWorld | 12
THIS DOCUMENT IS CONFIDENTIAL AND PROPRIETARY
Why Customers are Adopting Managed Cloud
Gartner has estimated that 80% of IT resources are spent on maintenance like patching software or backing up data,
rather than adding new value. More companies need to leverage their time and technical talent in areas that directly
differentiate their core business. They need to stay fast and lean. They don’t have time to manage servers all day
long. But they still need to take advantage of the benefits of the cloud—lower costs, massive scalability, faster
provisioning and time to market.
We work with many customers in your industry, and, like you, they have a number of business goals, chief among
them:
Increasing customer connection and growth
Reducing time to market for new innovations (reducing the time from idea to monetization)
Access to Cloud Expertise 24x7x365
The Rackspace Managed Cloud Difference
With more than $1.9 Billion in annual revenue, Rackspace is a large and established cloud services company. We
serve 300,000 businesses around the world, including 69% of the Fortune 100, and we are the #1 hosting provider for
the Internet Retailer Top 1,000 ecommerce websites.
We provide much more than high-performance, reliable infrastructure. “Because of Fanatical Support®, we
We help design and build your cloud; we help run your day-to-day knew we were partnering with a
operations; and we offer application-layer support to optimize your best-in-class company that shared
infrastructure for database services, website hosting, email hosting, and our vision of getting it done.”
more. We’re the only provider to offer private, public and hybrid cloud
deployments, each one tailored to these specific workloads. And with our Brian McManus
Fanatical Support®, you have access to dedicated support and cloud Senior Director of Technology
experts 24x7x365.
Under Armour
What makes Rackspace the #1 Managed Cloud Company is our choice
of world-class solutions, our wide choice of platforms, and our service
levels—all delivered with our unparalleled Fanatical Support®.
With Rackspace managed cloud, SeaWorld will receive:
Fully managed infrastructure Flexible platform options, including public,
Architecture guidance private and hybrid clouds, as well as
Proactive security dedicated hosting
Code development assistance
Launch managers High scalability
Infrastructure monitoring User-friendly control panel
OS maintenance and patching Powerful APIs
Application maintenance Secure, state-of-the-art data centers
DevOps automation and collaboration Industry-leading SLAs
Fanatical Support®, 24x7x365
And enjoy the following benefits:
Frees up IT time and expertise to focus adding value to the core business
Shifts more costs from CapEx to OpEx
Improves time-to-market
SLA-guaranteed stability, performance and uptime
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Solution Areas, Platforms & Service Levels
You can think of this like a menu:
Pick your solution areas (i.e., workload groupings)
Your platforms (i.e., cloud form factor)
And your service levels (Intensive vs. Managed)
You can mix and match to achieve the best fit for your application
All delivered with Fanatical Support®
WORKLOAD GROUPINGS CLOUD FORM FACTOR EXPERTISE
DIGITAL PUBLIC CLOUD
DATA SERVICES PRIVATE CLOUD HYBRID CLOUD FANATICAL
CLOUD SCALE APPS DEDICATED HOSTING SUPPORT ®
CLOUD OFFICE 24x7x365
IT SOLUTIONS
3RD PARTY PLATFORM
Solution Areas
We provide a range of solutions that address the biggest challenges IT faces:
Digital: Ecommerce, site hosting, Web Content Management (WCM), Video
Data Services: in both new applications and insights
Cloud Scale Apps: Both building new and modernizing existing (like SaaS and Test Dev)
Cloud Office: Email and collaboration (like SharePoint and Skype for Business)
IT Solutions: Improving agility/speed of Central IT
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Platforms
At Rackspace, we offer a far larger set of technologies to make hybrid a reality.
Dedicated Servers: The foundation of a managed hosting environment using industry-leading hardware
from companies like Dell, HP, VMware, NetApp and Cisco.
Private Cloud: Offers power, efficiency and features of a public cloud, with the security, control and
performance of a dedicated environment. Our expertise spans three private cloud technology stacks--
VMware, Microsoft, and OpenStack.
Public Cloud: Build flexible and scalable applications on our public cloud. And an industry-leading
networking solution to connect them all.
Hybrid Cloud: Connect your private cloud to the Rackspace Public Cloud or to Dedicated Servers to grow
or shrink on demand using RackConnect hybrid cloud connection technology. With Rackspace, you can
define hybrid however you like (in ways you can’t with any other single provider.)
Built on Fanatical Support®
The Rackspace Managed Cloud comes with Fanatical Support®. It’s the results-obsessed, can-do, above and beyond
service that we’re famous for. Fanatical Support® includes real value ranging from 24x7x365 access to thousands of
cloud engineers to providing proactive architecture advice and security guidance.
Fanatical Support® includes industry-leading capabilities depending on the service level:
Launch assistance
Architecture advisors
Security guidance
Code development assistance
Cloud Engineers available 24x7x365
Dedicated support teams (know you by name)
SLA-based accountability
We deliver Fanatical Support® across many industry-leading platforms, technologies, and solutions. Bottom line –
when we combine these capabilities – solutions area expertise, platform choice, and service levels all delivered with
Fanatical Support – we are able to deliver real value and results for our customers that sets us apart as the #1
managed cloud company.
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Extend Your Team
With the Rackspace Managed Cloud backed by Fanatical Support®, Rackspace experts extend the size your team.
Our team of Account Managers, Lead Technicians, and Cloud Support Engineers work together with your Developers
and Administrators to optimize your cloud infrastructure and enable you to get your application out to market faster
and provide improved service to your customers. Rackspace provides you far more than just infrastructure alone. We
give you instant access to thousands of cloud engineers that help you run fast and lean – around the clock.
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The Rackspace Support Model
Rackspace is dedicated to providing SeaWorld with a customer support experience that rivals that of the best service
companies in the world. In fulfilling our vision to become one of the world’s great service companies, we’ve built a
high touch customer care front line structure with a factory type backend model. For your front line support, you will
be assigned an Enterprise Account Manager who ensures you are completely satisfied with your Rackspace
experience and your environment evolves to meet your changing business needs. To enable our factory backend,
we’ve standardized on Windows and Red Hat Linux platforms and our dedicated technical support technicians are
experts in those environments. The Rackspace Model ensures that we provide services and offerings that meet the
challenges of your business in the most efficient way possible while providing you a service experience like no other.
Fanatical Support®
Rackspace is the only hosting company that offers you Fanatical Support® – our unconditional commitment to doing
whatever it takes to make our customers successful and happy. We back up this support with an industry leading
SLA and a pledge that if something goes wrong, we will rise to the occasion, take action, resolve the issue, and
accept responsibility. Our culture is based upon fundamental service elements that are outlined below:
Responsiveness
Your support team will be available to assist you 24x7x365
We will be accessible by phone or ticket at all times
We will take special care to assist with your urgent requests
Ownership
We will take personal responsibility for your hosted Rackspace infrastructure
We empower our employees to make decisions and take actions on your behalf
A live escalation contact will be readily available to you at all times
We will follow through on our commitments to you
Resourcefulness
We employ creative and practical solutions for your hosting service, including items related to the network,
hardware or operating system
Our staff includes subject matter experts that know how to identify problems and offer solutions
Our support teams will provide advice about your Rackspace environment based on industry and technology
expertise
Transparency
We will actively listen to and provide you with direct and individualized communications
Our communications and conversations are not scripted, but are personal responses addressing your
specific needs
Our answers to your questions will be straightforward and honest, and we will not avoid tough questions
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Fanatical Support Promise
Working hard 24x7x365 to support you is more than our job, it’s
who we are. Our driving purpose is to take care of your
business, and to ensure things go as smoothly as possible. If
for some reason they don’t, you’ll be surprised at the lengths
we go to make things right. Any issue you have is quickly taken
care of by your own expert Rackspace Support Team, so you’ll
never have to worry about it again.
Fanatical Support isn’t just what we do. It’s what makes us an
industry leader. It’s our drive to do more than what our
Contracts, Service Level Agreements, and guarantees say we
will. It’s our need to make a difference every day to you and
every customer.
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Account Team Overview
Rackspace Enterprise Support includes a
dedicated Account Manager partnered with
a 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 including:
Designing and architecting
solutions that fit your business
needs
Conducting account reviews
Participating in capacity planning
discussions
The Account Team is supported by
additional technical resources within
Rackspace specializing in areas such as
storage, virtualization, network security, and
data protection. Rackspace also provides a
dedicated Account Executive responsible for helping your business meet the needs of the marketplace as you grow
and expand.
Your Account Executive will also take care of any contract changes or upgrades that may be required during the life
of the hosting agreement. Changes to your hosted environment (such as hardware refreshes) can be requested
during your partnership with us. Your Account Executive will inform you of any associated costs at the time of
request.
Rackspace is dedicated to providing customers with a support experience that rivals that of the best service
companies in the world. In fulfilling our vision to become one of the world’s great service companies, we’ve built a
high touch customer care front line structure with a factory type backend model. The Rackspace Model ensures that
we provide services and offerings that meet the challenges of your business in the most efficient way possible while
providing you a service experience like no other.
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Implementation Overview
The Implementation & Onboarding process commences upon completion of the Solution Design milestone. The
Implementation & Onboarding process includes four workstreams:
Implementation preparation – The implementation preparation workstream involves extensive internal
activities, including assisting resources, developing project documentation, and defining workstreams.
SeaWorld’s primary engagement in this workstream is participation in the introduction to implementation,
which is designed to help SeaWorld understand the implementation activities.
Implementation requirements gathering – Rackspace will gather information and SeaWorld will complete
documents that are dependencies before the gear can be procured and before the physical build can begin.
Rackspace and SeaWorld will conduct a series of implementation calls that will result in SeaWorld approving
the design and implementation requirements.
Environment build – Rackspace will be responsible for the environment build workstream, which includes
activities such as procuring gear, assigning locations, running fiber, racking and stacking, installing and
configuring the gear and any related software as part of the solution design, and completing the build.
Turnover – Rackspace will work with SeaWorld to identify and set up users/stakeholders and their
permissions in the MyRack portal and will collaborate with them to create the initial operational Runbook that
will be used in running the business.
Rackspace will provide SeaWorld with a fully managed implementation led by an Implementation Manager partnered
with an Implementation Engineer. These Rackers will ensure that SeaWorld’s environment is built and configured to
your specifications. During the implementation, the Implementation Manager and Implementation Engineer will
become familiar with your organization and business concerns and will serve as an additional point of contact,
available 24x7x365. They will work with you to understand all of your business requirements, including software and
application configuration, to ensure that your environment will work efficiently for your business.
Account Review
Rackspace conducts Monthly Account
Reviews (MAR), which are a crucial
operating mechanism to ensure that
SeaWorld is receiving the value you expect
from the Rackspace relationship. The MAR
serves as a forum to discuss any concerns
or issues that you have, as well as to
discuss long range planning or changes to
your environment. In addition, reviews will
,t
provide insight into the performance and
status of your hosting operations. The
reviews include documentation on incident
history, server utilization, bandwidth
consumption, and managed backup
statistics.
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The reports are analyzed by the dedicated lead technical resource, and will be discussed during the account review.
The status of all open, closed, and pending tickets will also be discussed to confirm that all issues or concerns are
addressed.
Proactive Optimization of Solution
Part of Rackspace and our Fanatical Support is making sure that SeaWorld has 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.
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 Net Promoter System (NPS)-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.
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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 they 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.
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.
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Hosting Solution Overview
SeaWorld’s Rackspace Solution
Hybrid Solution Strategy
Hybrid hosting involves a combination of public cloud hosting; dedicated managed hosting on physical servers; and
private cloud hosting that run virtualized servers on customer-dedicated hypervisors.
Our solution recommendation will be characterized by an open and collaborative effort with SeaWorld where we
apply our specialized knowledge and expertise of Hybrid Cloud and Managed Hosting. Our first step would be to
understand the work SeaWorld is undertaking with the application rationalization initiative. Our Advisory Services
team would complement SeaWorld’ work with our own application profiling service, facilitated through multiple
workshop sessions with SeaWorld application SMEs. The output from these workshops will determine which hosting
model is the best fit for SeaWorld’ various application workloads: dedicated/managed virtualization, private cloud,
public cloud, or co-location, along with a phased roadmap for the transformation of the SeaWorld application portfolio
to Rackspace.
OpenStack offers the flexibility to deploy Hybrid Cloud solutions in a variety of locations/scenarios to address and
adapt to an array of business needs. In addition, it provides a common framework for bursting into the Public Cloud
when resource needs increase, while providing a low latency bridge to traditional dedicated servers in the same
facility. Each hosting platform (Dedicated, Private Cloud, and Public Cloud) contains unique characteristics, which are
well suited to certain applications and workloads.
Once the application profiling work is complete, we would work with SeaWorld to build a comprehensive migration
plan to consolidate/virtualize, ‘lift and shift’, or transition the various workloads to the most appropriate hosting model
within our recommended regional data centers.
Data Center Strategy
When it comes to your online presence, speed is king. That’s why we’ve built our global infrastructure to deliver top
speeds. Highly trained specialists run our infrastructure, which uses the latest technologies and resides in enterprise-
grade data centers across the globe. We have nine data centers in six regions including Chicago, Dallas, Northern
Virginia, London, Hong Kong, and Sydney. Our proposed American data center facilities will be provided by
Rackspace in Grapevine, Texas (DFW) and Ashburn, Virginia (IAD3).
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Solution Configuration
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Core Infrastructure (All Applicable Hosting Models)
The following components below are common among all
hosting models and are representative in each hosting
implementation per diagram above. Rackspace is
proposing a networking solution that will allow you to
connect all of your hosting environments together (public,
private IaaS, managed hosting, and colocation). Bridge all
your environments together to target workloads
appropriately to the infrastructure it needs with
communication to each for agility.
RackConnect® is a unique solution designed for customers
who require the flexibility and elasticity of the cloud, as well
as the enhanced security and performance characteristics
of traditional hosting—the best of both worlds. In essence,
RackConnect enables customers to realize the power of
Hybrid Hosting. By leveraging the Rackspace RackConnect
product, SeaWorld will have the ability tie together systems
running on dedicated resources, or even single tenant
Private Cloud, with systems running in the Public Cloud.
This RackConnect capability offers SeaWorld the flexibility
to deploy the components of a single application environment across multiple infrastructure platforms. Today many
enterprises running legacy three tier applications have benefited from RackConnect, by moving the front-end web or
application system tiers to consume public cloud resources, while keeping the back end database system tier on
dedicated servers. Secure communication between these application tiers is achieved through RackConnect.
Network
Rackspace has proposed a failover pair of Cisco ASA 5585 firewalls (configured active-standby) for the primary data
center and Cisco 5555 in the secondary disaster recovery data center in active/passive modes. If an active firewall
should fail, the standby firewall will change to the active state and take over. The unit that becomes active assumes
the IP addresses and MAC addresses of the failed unit. Changes made to the active firewall will be synchronized to
the standby unit. Rackspace has also ensured that the firewalls are configured with stateful failover, with the active
unit continually passing per-connection state information to the standby unit. After a failover occurs, the same
connection information is available on the new active unit. Supported end-user applications are not required to
reconnect to keep the same communication session. These devices will be under Intensive Level Support. The
reason we are proposing these comprehensive firewalls is the throughput of your requirements in the RFQ.
Rackspace Support Features:
Cisco certified engineers available 24x7x365
1 - Hour hardware replacement guarantee in the event of any hardware failure
Firewalls fully managed by our expert engineers – including initial configuration, device maintenance, and
maintenance of firewall rule set backup copies for accurate restores
Security professionals available to assist with long-term application and security planning
As with our dedicated servers, Rackspace handles all IOS updates and patches for customers Cisco
certified engineers available 24x7x365
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Technical details of the ASA 5585-x SSP40
Form factor 1 RU
Stateful Inspection Throughput 20 Gbps
Concurrent connections 4 Million
Ports & interfaces
Connectivity technology Wired
Ethernet LAN (RJ-45) ports quantity 6 – 10/100/1000 & 4- 10Gb
Serial ports quantity 1
USB 2.0 ports quantity 2
Networking
Number of VPN connections 10000
Number of VLANs 1024
Security
Security algorithms supported 3DES
Security Contexts 250
Data transmission
Firewall throughput 4 Gbps
3DES/AE S VPN throughput 3Gbps
IPS Throughput 10Gbps
Storage
Flash memory 2-4GB
Memory 12 GB
Other features
Power requirements 100 to 240 VAC 50/60 Hz
Networking features Ethernet, Fast Ethernet, Gigabit Ethernet
Power supply type AC
Concurrent Sessions 4 Million
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Technical details of the ASA 5555 1 RU
2 Gbps
Form factor 1 Million
Stateful Inspection Throughput
Concurrent connections Wired
Ports & interfaces 8
Connectivity technology 1
Ethernet LAN (RJ-45) ports quantity 2
Serial ports quantity
USB 2.0 ports quantity 5000
Networking 500
Number of VPN connections
Number of VLANs 3DES
Security 2/100
Security algorithms supported
Security Contexts 4 Gbps
Data transmission 400 Mbps
Firewall throughput 900 Mbps
3DES/AE S VPN throughput
IPS Throughput 8GB
Storage 16 GB
Flash memory
Memory 100 to 240 VAC 50/60 Hz
Other features Ethernet, Fast Ethernet, Gigabit Ethernet
Power requirements AC
Networking features 1 Million
Power supply type
Concurrent Sessions
Load Balancer
Rackspace propositions F5 2000 Global Traffic Manager in each proposed data center and a pair of F5 5200 Local
Traffic Managers (configured active-standby) and in the United States data centers. If the active load balancer should
fail, the standby will change to the active state and take over. Changes made to the active load balancer will be
synchronized to the standby unit.
The BIG - IP GTM offers global application availability and sophisticated health monitoring that supports a wide
variety of application types, giving organizations the flexibility to adapt quickly and stay competitive.
Global load balancing: provides comprehensive, high-performance application management for hybrid
environments.
Dynamic ratio load balancing: routes users to the best resource based on site and network metrics (for
example, based on the number of hops between the client and the local DNS).
Wide area persistence: To ensure user connections persist across apps and data centers, BIG-IP GTM
synchronizes data, propagates local DNS, and maintains session integrity.
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Geographic load balancing: includes an IP database identifying location at continent, country, and
state/province level to connect users to the closest app or service for the best performance.
Custom topology mapping: organizations can set up custom topology maps. By defining and saving
custom region groupings, you can configure topology based on intranet app traffic policies that match your
internal infrastructure.
Infrastructure monitoring: checks entire infrastructure health, eliminating single points of failure and
routing app traffic away from poorly performing sites
The BIG-IP LTM intelligently adapts to the changing demands of your applications and ensures their consistent
availability, even when servers fail. Rackspace can setup active application health monitoring alerts and transaction
assurance retries connection to different servers in the event of a failure.
BIG-IP LTM uses specialized hardware to offload SSL encryption from data center servers. By accelerating
encryption and freeing up server resources. F5 provides SSL proxy and SSL forward proxy with the ability to control
and visibility detect all aspects of encrypted application traffic. BIG-IP provides the most flexible ICAP solution for
content adaption, with support for integration with services such as video and image optimization, virus scanning, and
content filtering via F5 iRules. FIPS 140-2 Level 2/3 support are provided on the F5. SPDY support is provided
enabled on a per server basis, supporting multiple streams within a single TCP connection, compresses the HTTP
headers, and allows for prioritization of requests. Have flexibility with IPv6, support to service IPv6 clients with IPv6
while still servicing IPv4 requests with IPv4.
The F5 BIG-IP 3600 provides:
Up to 165K L7 RPS
Up to 15 Gbps throughput
Security
For each Rackspace data center that SeaWorld has a presence in,
Rackspace Managed Security
Help protect your IT environment against Advanced Persistent Threats (APTs) and other cyber-attacks with
Rackspace® Managed Security service. It provides deep security knowledge, leading technology and advanced
threat intelligence, tailored to your business needs. Put 24x7x365 defense to work — to potentially help you with
significant savings over internally developed security operations centers and comparable managed security service
offerings. Benefits include:
Detect and Respond to Advanced Threats 24x7x365: Experienced Rackspace security team monitors
and manages your environment around the clock, responding to threats based on your specific business
needs and IT requirements.
Leverage Security Experts: Use Rackspace Managed Security service as a security force multiplier. Tailor
support to meet your security goals, whether it’s strategic planning for best-practice cloud security or tactical
day-to-day security monitoring and threat analysis.
Employ Industry Best Practices and Advanced Security Solutions: Rackspace works closely with a
select list of security partners to provide collective expertise and advanced technology to effectively protect
your managed cloud.
Meet Security Goals While Lowering TCO: The advanced security protection of Rackspace Managed
Security can significantly lower Total Cost of Ownership (TCO) over internally developed security operations
centers and comparable managed security service offerings.
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Count on Rackspace to provide the following:
Host and Network Protection – Provides advanced host and network protection platforms targeted at zero-
day and non-malware attacks as well as traditional compromise tactics.
Security Analytics – Utilizes a leading Security Information and Event Management (SIEM) platform paired
with big data analytics platforms to collect and analyze data from the customer environment.
Vulnerability Management – Rackspace utilizes scanning and agent technologies to understand the
customer’s environment and uses this data to tailor our Customer Security Operations Center’s response to
threats and attacks in the environment.
Threat Intelligence – Rackspace consumes over 20 threat intelligence feeds, fusing the information with
our own internal data to respond to the changing threat landscape in real time.
Compliance Assistance
Let Rackspace help Define, manage and validate your Governance, Risk and Compliance (GRC) requirements with
help from Rackspace Compliance Assistance. We match specialized hosting expertise with a 24x7x365 Security
Operations Center to provide a solution tailored to your business needs to include benefits of:
Address Your Compliance Goals: Rackspace specialists can provide monitoring, management and
reporting required to help you with your specific compliance goals.
Support your Compliance Expertise on Your IT and GRC Teams: Rackspace Compliance Assistance
team can help your team with an infrastructure assessment for your compliance requirements. As part of the
service offering, each customer is assigned a named support representative who will facilitate the
infrastructure review process.
Employ Industry Best Practices and Advanced Solutions: Rackspace Compliance Assistance
professionals use leading technologies, such as those offered by Rackspace Managed Security, to support
compliance-related monitoring and management. Offering includes solutions targeting configuration based
on a specific compliance requirements, anti-virus/anti-malware, patch monitoring, user monitoring, file
integrity monitoring and vulnerability assessment.
Address Compliance Goals While Lowering TCO: Rackspace Compliance Assistance may provide
significantly lower Total Cost of Ownership (TCO) over internally developed hosted solutions and support.
Rackspace offers the following capabilities:
Configuration Hardening and Monitoring – Assigns security configuration profiles to hosts based on
accepted standards such as those from the Center for Internet Security (CIS), as well as community best
practices. Rackspace detects and logs deviations from these profiles in real-time to allow for comprehensive
documentation and reduced vulnerability windows.
Patch Monitoring – Rackspace patch monitoring provides an understanding of any threats that are
applicable to an environment including which Common Vulnerabilities and Exposures (CVE) are present in
the environment.
User Monitoring – Monitors and documents user host access, authentication level and login times to
ensure that customers can prove compliance with access controls.
File Integrity Management – Detects, reports and documents changes to files on a host based on
customers’ security and compliance requirements.
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CrowdStrike FalconHost
REAL-TIME DETECTION - Falcon Host provides real-time visibility into adversary activity on every endpoint –
everything is captured, nothing is missed. The lightweight Falcon sensor immediately detects attacks and protects
your data without having to rely on ‘sweeps and scans’ of the environment.
REAL-TIME INSIGHT - Falcon Host uses the CrowdStrike Advanced Threat Intelligence Cloud, combining advanced
machine learning and graph data models to analyze billions of endpoint events, spotting and correlating anomalies to
alert you when an attack is underway.
By focusing on more than malware, which only accounts for 40% of all attacks, we employ an adversary approach
that identifies Indicators of Attack (IOAs), not just IOCs that malware-based solutions rely on. Simply put, we deliver
greater visibility and more effective detection of - and prevention from - targeted attacks
True Prevention
Block exploits, rendering attacks harmless, regardless of whether the exploit leverages an older unpatched
flaw or a zero-day vulnerability
Block malware more effectively by complementing your existing defenses with multi-vendor AV in the cloud,
catching malware that a single AV vendor may miss
Set up custom blocking, using either whitelisting or blacklisting to provide effective and flexible control over
what can or can’t run on your endpoints
Intrusion Detection
Rackspace will install an intrusion detection service (IDS), powered by Alert Logic Threat Manager. The Alert Logic
Threat Manager IDS for SeaWorld will monitor ingress and egress traffic from the Firewall. Alert Logic has superior
functionality in its detection and reporting, and is monitored by specialized security engineers who will review and
perform advanced correlation and appropriate escalation. The Alert Logic Security Operations Center (SOC) will
notify Rackspace network/security teams directly of any security incident, allowing Rackspace to continue managing
the relationship entirely.
Key Features:
24x7x365 monitoring and upkeep by SANS Certified Analysts
o Events/incidents, tuning, updates, and upgrades automatically performed
Unlimited vulnerability assessments included (default scan every Sat at 2am)
o Accuracy – correlation for Security Event Management
Vulnerability assessment internally to understand environment
o IDS signature information from community and custom
Asset information to provide true risk analysis
o Customizable portal for Rackspace and the customer
Dynamic, real-time security stats to enhance risk analysis decision making
o Protection from security threats
Comprehensive blocking at the perimeter with a firewall
o Historical understanding—reconnaissance last week feeds today’s threat
Compliance and executive reporting – auditor-friendly compliance assessments
o PCI, HIPAA, GLBA, SOX
o Ad-hoc or scheduled, plus trending with six months retention
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Product Technical Specifications Threat Manager 1Gbps
1-2Gbps
Performance 100/1000Base-Tx
Standard Monitoring Interface 100/1000Base-Tx
Standard Command and Control Interface Two 10GbE and four 100/1000Base-Tx
(allowing a total of 5 sniffing interfaces)
Optional Interface 1U
Yes
Form Factor Yes
ACL Modifications on Switches, Routers and Firewalls Yes
Session Termination Yes
Multiple Packet Drop Actions to Stop Worms/Viruses No
GUI Based Management Yes
Redundant Power Supply Yes
Fail Open with HD Failure Yes
Monitoring Link Failure Detection Yes
Communications Failure Detection
Services Failure & Device Failure Detection
DDoS Mitigation
Rackspace DDoS Mitigation Services is a unique DDoS hardware-based program that ensures customer uptime in
the event of a DDoS attack. No other hosting provider has combined three such disparate technologies to create
such an all-encompassing protection system for their network. DDoS Mitigation features include:
Robust intrusion detection system
Granular traffic analysis
Real-time alerts
Anomaly detection
Non-intrusive — no upgrades or re-architecting required
Default install — allows up to 4 IPs
From network-wide packet scanning through granular traffic analysis right down to server-level anomaly detection,
three layers of detection identify and filter hostile traffic 24x7x365. In effect, all DDoS processing is off-loaded from
your configuration to a Rackspace infrastructure allowing you to continue to do business.
Subscription Service: Proactive protection for potential attacks.
On-Demand Service: Protection activated after the onset of a security event.
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How It Works
TIER 1: Network-Level Traffic Monitoring & Analysis
The service starts by monitoring all traffic entering Rackspace network. Sophisticated Intrusion Detection technology,
capable of handling over 30 million packets per second, examines each and every incoming packet for signs of
malicious activity. Meanwhile, Cisco NetFlow statistics perform granular traffic analysis of source and destination IP
addresses, protocol information, flow information, and traffic volume. Rackspace DDoS Mitigation Services report this
information to Rackspace Network Operations Center (NOC) experts, who use it to make routing decisions for best
performance and to provide information on the attack type, source, protocol, and duration to any affected customers.
TIER 2: Server-level Anomaly Detection
The service also searches for anomalies on a per-server basis. It does this two ways. The offering analyzes your
server’s traffic patterns to learn about “normal” network behavior and combining the results with port usage
information to create a profile of your server’s usual traffic. The service then monitors the traffic on your server,
constantly comparing it to this profile and looking for unusual behavior. If it detects an anomaly, the malicious traffic is
immediately filtered and blocked. The other Rackspace DDoS Mitigation Services offerings use a standard profile to
determine any anomalies.
TIER 3: Traffic Filtering & Re-Routing
Finally, if malicious activity is detected, the service acts quickly, routing suspicious traffic through a “sanitation
engine”, which uses multiple DDoS detection methods to filter out and divert malicious traffic. All legitimate traffic is
then forwarded to the intended destination servers, which are able to serve clients entirely unaffected by the ongoing
DDoS attack.
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
Imperva Web Application Firewall
A network firewall can stop unwanted traffic from reaching your servers, but if your environment is designed to be
publicly accessible due to an internet facing web application, ports must be opened on the firewall to allow web traffic
to flow. A network firewall inspects traffic to make sure it is valid but it does not specifically inspect web traffic to
determine if it is valid, legitimate, or if it contains a malicious payload.
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