TABLE OF CONTENTS

COMPANY OVERVIEW ................................................................................................................................................. 5

Recognized Industry Leader ....................................................................................................................................... 6Gartner Magic Quadrant Leader ....................................................................................................................... 6451 Research Segment Leader ........................................................................................................................ 6Microsoft Hosting Provider of the Year – Five Time Winner ............................................................................. 7Red Hat Premier Hosting Partner ..................................................................................................................... 7MySQL Certified Hosting Partner ..................................................................................................................... 7Microsoft Gold Certification ............................................................................................................................... 8

The Cloud Market is Evolving ..................................................................................................................................... 9Why Customers are Adopting Managed Cloud .......................................................................................................... 9The Rackspace Managed Cloud Difference ............................................................................................................. 10Solution Areas, Platforms & Service Levels ............................................................................................................. 11

Solution Areas ................................................................................................................................................ 11Platforms ......................................................................................................................................................... 12Built on Fanatical Support® ............................................................................................................................. 12Extend Your Team .......................................................................................................................................... 13

DIGITAL ........................................................................................................................................................................ 14

Top Technology Challenges for Marketers ............................................................................................................... 14Ecommerce ..................................................................................................................................................... 15Ecommerce Features ..................................................................................................................................... 15Web Content Management ............................................................................................................................. 16

DATA SERVICES ......................................................................................................................................................... 18

Top Challenges for Data Services ............................................................................................................................ 18Breadth of Knowledge .............................................................................................................................................. 18Data Analytics ........................................................................................................................................................... 19

Hadoop ........................................................................................................................................................... 19Spark .............................................................................................................................................................. 19

Managed NoSQL Databases .................................................................................................................................... 19MongoDB ........................................................................................................................................................ 19Redis ............................................................................................................................................................... 20Elasticsearch .................................................................................................................................................. 20

Managed Relational Databases ................................................................................................................................ 20Oracle ............................................................................................................................................................. 20SQLServer ...................................................................................................................................................... 20MySQL ............................................................................................................................................................ 21

Fully Managed Data Platform with ObjectRocket ..................................................................................................... 21Extended Service Levels .......................................................................................................................................... 21

Outsource design and administration to our certified DBAs ........................................................................... 21

CLOUD SCALE APPS ................................................................................................................................................. 22

Top Challenges: Building and Operating Apps at Scale ........................................................................................... 22Specialized Hosting for Applications ......................................................................................................................... 22 Dev/Test .................................................................................................................................................................. 23 SaaS/Mobile App Hosting ........................................................................................................................................ 23 Hybrid App Hosting .................................................................................................................................................. 23Traditional App Hosting ............................................................................................................................................ 23Rackspace DevOps .................................................................................................................................................. 23

CLOUD OFFICE ........................................................................................................................................................... 24

Top Challenges in Cloud Office Technology ............................................................................................................ 24Fanatical Support for Productivity and Collaboration ................................................................................................ 24Productivity ............................................................................................................................................................... 24

Rackspace Email ............................................................................................................................................ 24Microsoft Exchange ........................................................................................................................................ 25Exchange Hybrid ............................................................................................................................................ 25

Collaboration ............................................................................................................................................................. 26Office 365 ....................................................................................................................................................... 26Dedicated Microsoft SharePoint ..................................................................................................................... 26Google Apps for Business .............................................................................................................................. 26

IT SOLUTIONS ............................................................................................................................................................. 27

Top Challenges: IT Solutions .................................................................................................................................... 27IT Solutions Services ................................................................................................................................................ 27Rackspace Managed Private Cloud ......................................................................................................................... 27

Rackspace Private Cloud powered by VMware vCloud® ................................................................................ 28Rackspace Private Cloud powered by OpenStack ......................................................................................... 28Rackspace Private Cloud powered by Microsoft® Cloud Platform ................................................................. 28Fanatical Support® for Microsoft® Azure ......................................................................................................... 29Fanatical Support® for AWS ........................................................................................................................... 29

Rackspace Hybrid Cloud .......................................................................................................................................... 30Data Center Consolidation ........................................................................................................................................ 30Rackspace Disaster Recovery Planning ................................................................................................................... 30

Expertise ......................................................................................................................................................... 31

SECURITY & COMPLIANCE ....................................................................................................................................... 32

Rackspace® Managed Security ................................................................................................................................ 32Get all the benefits of managed security from Rackspace: ............................................................................ 32Talk to us about Rackspace Managed Security service if you: ...................................................................... 32Get the benefits of Rackspace Compliance Assistance: ................................................................................ 33Compliance Assistance offers the following capabilities: ................................................................................ 33Talk to us about Rackspace Compliance Assistance if you: .......................................................................... 33

RACKSPACE REPORTS & CERTIFICATIONS .......................................................................................................... 34

SSAE 16 Type II SOC 1 Report ................................................................................................................................ 34PCI Security Standards Council Member ................................................................................................................. 34Safe Harbor .............................................................................................................................................................. 34

RACKSPACE SUPPORT SERVICES .......................................................................................................................... 35

The Rackspace Support Model ................................................................................................................................ 35Fanatical Support® ................................................................................................................................................... 35Enterprise Support Level Overview .......................................................................................................................... 36Fanatical Support Promise ....................................................................................................................................... 37Account Team Overview ........................................................................................................................................... 38Implementation Overview ......................................................................................................................................... 39

About Implementation ..................................................................................................................................... 39Account Review ........................................................................................................................................................ 39Proactive Optimization of Solution ............................................................................................................................ 40Quality Assurance ..................................................................................................................................................... 40Change Management ............................................................................................................................................... 41Issue Response ........................................................................................................................................................ 41Emergency Procedures ............................................................................................................................................ 41Response Times ....................................................................................................................................................... 41Escalation ................................................................................................................................................................. 42Customer Responsibilities ........................................................................................................................................ 42

RACKSPACE TECHNICAL EXPERTISE .................................................................................................................... 43

Rackspace Technical Support .................................................................................................................................. 43Data Center Locations .............................................................................................................................................. 43Network ..................................................................................................................................................................... 44Supported Hardware Platforms ................................................................................................................................ 45

Servers ........................................................................................................................................................... 45Storage ........................................................................................................................................................... 46Network Appliances ........................................................................................................................................ 46

Supported Software Platforms .................................................................................................................................. 46Operating Systems ......................................................................................................................................... 46Databases ....................................................................................................................................................... 47

Security ..................................................................................................................................................................... 47Physical Security ............................................................................................................................................ 47Network Security ............................................................................................................................................. 47System Security .............................................................................................................................................. 47Media and Data Security ................................................................................................................................ 48

Monitoring ................................................................................................................................................................. 48Hardware Monitoring ...................................................................................................................................... 48Application Monitoring .................................................................................................................................... 48

Maintenance Policy & Scheduling ............................................................................................................................ 49Maintenance Policy ......................................................................................................................................... 49Maintenance Schedule ................................................................................................................................... 49

Availability ................................................................................................................................................................. 49Scalability .................................................................................................................................................................. 50Reporting .................................................................................................................................................................. 51

Online Incident Management System ............................................................................................................. 51DNS Administration ........................................................................................................................................ 51Bandwidth Reporting ...................................................................................................................................... 51Backup Reporting ........................................................................................................................................... 51

Service Level Agreement .......................................................................................................................................... 52100% Network Uptime .................................................................................................................................... 52Facilities .......................................................................................................................................................... 52Hardware ........................................................................................................................................................ 52

COMPANY OVERVIEW Rackspace is the #1 Managed Cloud Company

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 Institute for Community Living 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 become one of the world’s greatest service companies.”

Recognized Industry Leader

GartnerMagicQuadrantLeader

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 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.

451ResearchSegmentLeader

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.

Magic Quadrant for Cloud-Enabled Managed Hosting, North America, 2015

Industry Recognition

MicrosoftHostingProvideroftheYear–FiveTimeWinner

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.”

RedHatPremierHostingPartner

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.

MySQLCertifiedHostingPartner

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-class hosting solution for the MySQL database.

A Leader in Hybrid Cloud Platforms

#1 Cloud Provider

#1 Cloud Partner

Founder

Microsoft SharePoint

deployments

Enterprise Edition

#1 Private Cloud Provider

Creating best-fit, specialized solutions

PUBLICCLOUD

and operator of the

largest OpenStack

MicrosoftGoldCertification

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 Institute for Community Living 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

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, Institute for Community Living 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 Institute for Community Living 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.

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. We help design and build your cloud; we help run your day-to-day operations; and we offer application-layer support to optimize your infrastructure for database services, website hosting, email hosting, and more. We’re the only provider to offer private, public and hybrid cloud deployments, each one tailored to these specific workloads. And with our Fanatical Support®, you have access to dedicated support and cloud experts 24x7x365.

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, Institute for Community Living will receive:

• Fully managed infrastructure

• Architecture guidance

• Proactive security

• Code development assistance

• Launch managers

• Infrastructure monitoring

• OS maintenance and patching

• Application maintenance

• DevOps automation and collaboration

• Flexible platform options, including public, private and hybrid clouds, as well as dedicated hosting

• High scalability

• User-friendly control panel

• Powerful APIs

• Secure, state-of-the-art data centers

• 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

“BecauseofFanaticalSupport®,weknewwewerepartneringwithabest-in-classcompanythatsharedourvisionofgettingitdone.”

Brian McManus Senior Director of Technology

Under Armour

Solution Areas, Platforms & Service Levels

You can think of this like a menu:

ü Pick your solution areas (i.e., workload groupings)

ü Your platforms (i.e., cloud form factor)

ü And your service levels (Intensive vs. Managed)

ü You can mix and match to achieve the best fit for your application

ü All delivered with Fanatical Support®

SolutionAreas

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

• IT Solutions: Improving agility/speed of Central IT

• Managed Security: Defend against threats and address your compliance needs

PUBLIC CLOUD

PRIVATE CLOUD

HYBRID CLOUD DEDICATED

HOSTING

3RD PARTY PLATFORM

DATA SERVICES

DIGITAL

CLOUD SCALE APPS

CLOUD OFFICE

IT SOLUTIONS

FANATICAL SUPPORT ® 24x7x365

WORKLOAD GROUPINGS CLOUD FORM FACTOR EXPERTISE

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.

o Managed Azure® - Fanatical Support for Microsoft Azure is a managed cloud solution that reduces the complexity of Azure by providing planning, guidance, and implementation assistance. You’ll get the most Azure has to offer through added support, proactive monitoring, patching, antivirus, and 24x7x365 access to Windows and Linux engineers at Rackspace who can log in to your VMs to troubleshoot when you have an issue.

https://www.rackspace.com/microsoft/managed-azure-cloud

o Managed AWS - Rackspace provides the world’s best expertise and service combined with the industry-leading AWS cloud platform. We have a 15-year heritage of working with businesses to make applications more effective and efficient to operate. Our technologists deliver a point of view on how apps should run to get the most out of AWS and if you choose, we can operate your environments for/with you. We call that Fanatical Support and you can now experience it on AWS.

http://www.rackspace.com/managed-aws

o Managed OpenStack - Managed cloud lets you tap the power of the cloud for your strategic business goals without the frustration, cost, and time of managing it yourself. Tell us what success in the cloud is for you, and let us help you achieve it—with architecture and security guidance, code development assistance, and launch managers—all with Cloud Engineers available to help you around the clock. Leverage our Managed Operations offering by supplementing your managed service with SysOps (standard tier) or DevOps(advanced tier) support.

• 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.)

BuiltonFanaticalSupport®

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.

ExtendYourTeam

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.

DIGITAL

Rackspace has been the #1 hosting provider for the Internet Retailer Top 1,000™ for four consecutive years, and we serve 9 out of 10 top digital agencies. We tailor custom infrastructure solutions to meet your specific ecommerce and Web Content Management (WCM) needs. And, unlike commodity cloud providers, we provide full-stack support and expertise to keep your sites, apps and online stores running at peak efficiency—all backed by our industry-leading Fanatical Support®.

Top Technology Challenges for Marketers

Technologies are shifting fast, especially for digital marketers who have to juggle more content, more traffic, and more data. Meanwhile, the performance, stability and security of customer-facing applications—the company website and online store—are more important than ever before. Many marketing technologists spend too much time managing infrastructure and planning for traffic spikes, when they need to be focused on innovation that delights customers and drives revenue.

Rackspace Digital We not only host, but support infrastructure tailored for leading ecommerce solutions like

Magento, Oracle Commerce and Hybris, or WCM platforms like Adobe Experience Manager and Sitecore. We customize public, private and hybrid cloud solutions to meet your exact needs. In addition to offering industry-leading SLAs, we partner with leading application integrators, which allows us to provide end-to-end Fanatical Support® for your full stack. Expertise. We specialize in hosting and supporting the infrastructure for the leading digital applications.

• Performance. We scale your site as your business grows. Optimized architecture ensures fast page loads to keep engagement and conversions high.

• Reliability. We help make sure your store is always open, with up to 100% uptime guarantees availability.

• Security. We proactively patch vulnerabilities and provide tools to protect your site from threats such as distributed denial-of-service (DDoS) attacks.

• Expertise. We partner with top system integrators to optimize architectures for specific platforms and adapt to shifting digital industry trends.

• Fanatical Support®. With our engineers supporting both your infrastructure and your applications 24x7x365, your marketing technologists can focus on innovating.

AWARD-WINNING RETAIL HOSTING Wespecializeinleadingapps…

Ecommerce

WebContentMgmtIndustry-leadingexperience,support,&solutions

Ecommerce

Rackspace offers a broad portfolio of hosting services for ecommerce solutions, custom-built to satisfy your business needs and tuned to work optimally for your specific applications. For application-level support, customers can choose between industry-leading solutions such as Magento, Oracle Commerce, and Hybris.

MagentoExpertiseandSupport

Rackspace is the world’s #1 Magento hosting provider. We host more Magento sites than any other hosting provider. For Magento Community Edition sites, we provide simple, yet powerful rapid deployment templates for self-service management on our public cloud platform. And for brands running Magento Enterprise Edition, we work with a variety of Magento systems integrators to provide end-to-end support, flexible architecture options, and an exceptional customer experience.

• Magento Platinum hosting partner • History supporting more than 1,000 Magento customers globally (from startups to

Fortune 500 companies) • Active participant in the Magento community • Strategic partnerships within the Magento Enterprise ecosystem • Application maintenance

OracleCommerceSupportandExpertise

For years, Rackspace has been an Oracle Gold Partner, hosting more top Internet retailers than any other company. Our specialists use that experience to custom build a hosting environment that meets your specific needs.

• Oracle Gold Partner • Custom installation and configuration for related Oracle platforms:

­ Oracle ATG Web Commerce ­ Oracle Endeca ­ Oracle Database

• End-to-end application visibility • Application maintenance

EcommerceFeatures

• Fully managed infrastructure

• Fast page loads

• Maximum uptime

• PCI Compliance

• Proactive Security

• Flexible deployment options, including public, private and hybrid clouds

• Fanatical Support® 24x7x365

Thedifferencesisourdeepexpertise&support.

Getresultsfromthepartnerwithexperience.

MAXIMIZE YOUR COMMERCE

WebContentManagement

Rackspace offers a broad portfolio of hosting services for web content management (WCM) solutions, custom-built to satisfy your business needs and tuned to work optimally for your specific applications. For application-level support, customers can choose between two industry-leading solutions, Adobe Experience Manager and Sitecore.

• Fully managed infrastructure • Fast page loads • Maximum uptime • Consistent performance across geographies • 100% production platform uptime guarantee • PCI compliance • Proactive security • Architecture customization • Fanatical Support, 24x7x365 • Flexible deployment options, including

public, private and hybrid clouds

AdobeExperienceManager

For years, Rackspace has been a leader in hosting Adobe Experience Manager (AEM) for a wide variety of customers. Using that experience, along with best practices from Adobe, we'll work closely with Institute for Community Living to customize, configure, and deploy your AEM application and infrastructure. You’ll get:

• Custom-designed, installed, and configured AEM environments—including dev, test, staging, pre-production, and production-ready environments

• Ongoing, proactive planning and guidance from Web Scale Engineers with deep web content management expertise

• 24x7x365 support for the application layer and infrastructure • Flexible deployment options, including public, private, and hybrid clouds • Advanced SLA that includes our 100% Production Platform Uptime Guarantee, 2x service level credit,

and 5-minute notification • Advanced URL and end-user transaction monitoring • Application performance analysis • Custom application alerting, utilization trending, and reporting • Extensive environment topology mapping

SitecoreCustomerEngagementPlatform(CEP)

Maximize your investment in Sitecore Customer Engagement Platform (CEP) with a hosting platform that's optimized to support the technology. Our engineers will help you with every step of implementation and deployment, so you can go to market faster. You’ll get:

• Easily provisioned cloud resources for Sitecore modules in minutes • Ideal cloud environments for test, development, and proof-of-concept scenarios • Ongoing, proactive planning and guidance from Rackspace engineers with deep web content management

(WCM) systems expertise • 24x7x365 support for your deployment • Deploy user-acceptance testing, staging, and production environments with confidence • Isolate Sitecore workloads to dedicated hardware or cloud resources to improve performance

“Rackspace’sreliabilitygivesAcquityGroupthefreedomtofocusoncreatinggreatappsandonboardingcustomerswithoutworryingaboutinfrastructure.”

Kevin Ellwood VP of Shared Services, Acquity Group,

Part of Accenture Interactive

• Expand infrastructure as needed during peak periods • Operating system patching, upgrades, and scheduled maintenance • Optimized infrastructure and support for Sitecore workloads • Add Critical Application Services to production environments and qualify for our 100% Production

Platform Uptime Guarantee

WordPress

When you host your WordPress site with Rackspace, you have two WordPress hosting options. No matter which you choose, you'll get an environment built by specialists who understand how WordPress runs best. And you can rest easy knowing that we always provide 24x7x365 Fanatical Support® for your infrastructure.

• Cloud Sites: Get an optimized, scalable WordPress environment in one click on Cloud Sites, and we'll manage your cloud infrastructure for you.

• Cloud Servers: Deploy Cloud Servers using our WordPress blueprint, and manage your own customized environment.

Top features include:

• Ultra-fast: We build our WordPress deployments based on years of WordPress hosting experience. You get the quick load times you need, without having to understand things like LAMP stacks, load balancing, or caching.

• Easy Scaling: Is your product appearing on national TV? Don't let a sudden surge in traffic take down your site. When you choose Cloud Sites or managed cloud, our WordPress hosting infrastructure scales up or down with ease, so your site stays online and running smoothly.

• Cloud-based: Tired of performance issues and noisy neighbors that come with traditional shared hosting or virtual private servers (VPS)? Our WordPress hosting is cloud based, and designed to mitigate the noisy neighbor effect.

• Full Developer Control: Unlike other hosting providers, we give you complete control of your cloud environment, if you want it. Cloud Servers offer root-level access and APIs, so you can manage your infrastructure your way.

Drupal

Drupal is a powerful content management system. But building a high-performing Drupal platform isn't easy because of how it interacts with the data tier.

Rackspace designed a Cloud Sites platform that's optimized to get the most out Drupal. Our fast, reliable, and secure infrastructure takes advantage of Drupal's strengths and mitigates its weaknesses—so you can focus on developing your website or app, while we keep it running fast.

That's why more Drupal developers host their workloads with us than any other provider. We offer the fast performance and expertise they require.

Features include:

• Fully managed: You focus on dev, and we take care of ops—tasks like patching, upgrading, and troubleshooting. Constant monitoring helps us catch issues before they become problems—not after.

• Dev to production: Use Cloud Sites to host your sandbox, dev, test, and staging environments. Then, deploy your site to production on Cloud Sites—or even another environment (like Cloud Servers).

• Drupal expertise: Hosting thousands of Drupal environments means we know the application well. Rackspace can help optimize performance for your website or app.

DATA SERVICES Rackspace powers over 30,000 mission-critical database servers and is the only major cloud provider that offers a complete mix of database technologies on a combination of dedicated hardware and private or public clouds. We offer relational, NoSQL and Big Data solutions with self-managed or fully managed service levels—always backed by our industry-leading 24x7x365 Fanatical Support®.

Top Challenges for Data Services

As the world of data continues to grow, there’s been an explosion in relational, NoSQL and Big Data technologies. Working out how to best utilize these technologies to better serve the business is a crucial challenge for IT. Freeing up DBA time to work on new applications, thereby speeding time to market, is a key consideration for many businesses. Meanwhile, despite the simplicity of developing and deploying NoSQL, scalability and performance continue to be major issues. And when it comes to implementing a Big Data solution like Apache Hadoop, almost every enterprise recognizes its value while struggling to find the skill set to implement it. Generating, managing and protecting data at scale is more critical to business success than ever before.

Breadth of Knowledge

With Rackspace Managed Data Services, you can focus on using the latest relational, NoSQL, and Big Data technologies to innovate, while we take care of deploying, managing and scaling the databases.

• Best-fit data solutions across dedicated hardware and/or public and private clouds.

• Lower CapEx by optimizing your database consolidation density on our expertly engineered cloud and dedicated infrastructure that maximizes performance, availability, and security.

• Free up DBA time for higher value tasks like working on new apps.

• Scale for growth while containing costs.

• Improve business outcomes without adding technical resources.

• Get to market faster with innovative apps built on flexible, scalable database platforms.

• Self-managed and fully managed service level options, always backed by 24x7x365 Fanatical Support®.

“WewereimpressedbyhowsimpleitwasandhowhelpfultheObjectRocketteamwasintermsofmigrationandscalingstrategy.Theirofferingissuperiorintermsofpriceandbaselineservices,andwe’vebeenimpressedbyconsistentqueryperformanceaswe’vescaled.”

Jon Hyman CIO, Appboy

BREADTH OF DATABASES

Relational NoSQL BigData

Managed Data Services at Rackspace can complement your existing database ecosystem with the right mix of database technologies, infrastructure, and services to help you maximize utilization, productivity, and innovation. Choose from Managed Relational, Managed NoSQL, and Managed Big Data.

• Any database, any platform. Choose managed offerings of the most popular databases or deploy any database on our dedicated hardware or in public or private clouds.

• Any deployment. Deploy on the widest array of infrastructure at the right price and performance. Choose from public cloud, private cloud, bare-metal cloud, and dedicated hardware.

• Any service level. Complement your IT staff with self, partial, or fully managed offerings.

Data Analytics

Hadoop is hard. With our Cloud and Managed Big Data Platforms, you can achieve rapid time-to-insight and go beyond batch analysis by spinning up Hadoop and Spark in minutes.

Hadoop

Hadoop is a free, Java-based programming framework that supports the processing of large data sets in a distributed computing environment. It is part of the Apache project sponsored by the Apache Software Foundation. Key attributes include: • Data Science/Analytics

• Extreme data set sizes, parallel processing workloads.

• HDFS for storage and Map Reduce for processing

Spark

Spark is an alternative processing engine to Tez, which underlies MapReduce2, Pig, and Hive on Hadoop 2 clusters. It also gives you additional capabilities through Spark Streaming, SparkSQL, GraphX, and MlLib.

Managed NoSQL Databases

Focus on new application development, and let us help you seamlessly scale, secure, and support your MongoDB and Redis applications with ObjectRocket and RedisToGo.

MongoDB

MongoDB is a document database. It's schema-less, includes constructs for high availability and has built-in horizontal scaling. It has a deep community and rich driver ecosystem to work with just about any popular language. Key attributes include:

• Document database (JSON/BSON)

• Apache license

• Runs on Linux, Mac OS X

• Atomic operations, pluggable engine architecture (2.6+), and aggregation framework

• Mobile, gaming, and content management

Redis

Redis is a data structure server. It is open-source, networked, in-memory, and stores keys with optional durability. The development of Redis has been sponsored by Pivotal Software since May 2013; before that, it was sponsored by VMware. Key attributes include:

• Key/Value data structures • Projects requiring extreme performance • Queuing workloads

Elasticsearch

Elasticsearch is a search server based on Lucene. It provides a distributed, multitenant-capable full-text search engine with a RESTful web interface and schema-free JSON documents. Elasticsearch is developed in Java and is released as open source under the terms of the Apache License. Key attributes include:

• Distributed restful search and analytics • Simple JSON based query language • Schema-less, Flexible schema

Managed Relational Databases

Maximize consolidation density and increase agility by using Managed Databases, Cloud Databases, and DBA Services to power your Oracle, SQL Server, and MySQL workloads.

Oracle

Trust Rackspace with your mission-critical Oracle databases. From emergency troubleshooting, to planning for scaling and disaster recovery, everything our certified Oracle professionals do is about keeping your databases running at peak performance. Our experienced Oracle DBAs are available on a consultative basis, to help you optimize your environment for your needs.

• Relational database management system • Large installed base, generally larger companies • Rich ecosystem, community and history • Deep partner and packaged application adoption • Runs on Linux, Solaris, Windows, AIX, HP/UX, and more • PL/SQL data processing language extensions to SQL

SQLServer

Rackspace provides Fanatical Support for Microsoft® SQL Server®. We run MS SQL on more than 10,000 servers, and staff a team of specialists with extensive SQL Server expertise. Use SQL Server on your Cloud Servers™ instance or in a dedicated environment, to improve performance and save your company time and money.

• Relational database management system • Large installed base, generally larger companies • Runs on Windows exclusively • Deep partner and packaged application adoption • T-SQL data processing language extensions to SQL

MySQL

Because of the knowledge, expertise, and Fanatical Support we provide, MySQL named us their first Certified Hosting Partner. We run more than 18,000 MySQL configurations for our customers. Choose our Cloud Databases product to get high-performance database hosting in the cloud, or let us support your dedicated MySQL deployment.

• Relational database (RDBMS) • GPL License (Community Edition) • Runs on Linux, Windows • Broad packaged application backend compatibility • Pluggable engine architecture

Fully Managed Data Platform with ObjectRocket

In addition to our standard optimized deployment platforms such as Public Cloud, Private Cloud and dedicated hosting, we also offer a fully managed data platform with ObjectRocket. We've taken the most popular databases (MongoDB and Redis) and optimized every aspect of the stack to bring you solutions with the most scalability, speed, and safety. You can provision an instance in seconds, grow automatically with ease, and feel confident with automatic backups. Our operations team monitors your databases and our engineering team is available 24x7x365 whenever you need help.

Extended Service Levels OutsourcedesignandadministrationtoourcertifiedDBAs

Your in-house DBAs are some of your most valuable technical resources. Help them be more effective at improving your applications by leaving routine maintenance and troubleshooting to us.

DBA Services puts our team to work for you, supporting key aspects of your MySQL, Oracle®, or Microsoft® SQL Server® database, so your DBAs can focus on the innovation that grows your business. We offer two levels of service based on your business needs:

• DBAdministrator: We handle the day-to-day care and feeding of your database platform, performing standard maintenance, monitoring, and troubleshooting, so your team can focus on your business applications. This offering includes 12 hours of service/month.

• DBArchitect: You get all the features of DBAdministrator, plus advanced design, architecture, and planning services to help ensure your databases run at peak efficiency. This offering includes 24 hours of service/month.

CLOUD SCALE APPS When it comes to hosting applications, Rackspace goes beyond cloud infrastructure to deliver application development expertise, an optimized platform, and world-class operations—all backed by our unmatched Fanatical Support®. We can help you meet your needs from writing the first line of code all the way to delivering your apps to your customers at worldwide scale.

Top Challenges: Building and Operating Apps at Scale

As applications in the modern enterprise proliferate and span multiple technologies, many companies are realizing that running and supporting all those apps is not aligned with their core mission. Developers are spending too much time maintaining existing applications instead of writing new code and improving time to market for new products. And managing multiple vendors across hybrid environments quickly becomes a headache. Meanwhile, highly manual environments limit the pace of growth and dampen efficiency across the entire organization. More and more, companies are looking to outsource the operational side of running applications so they can focus on growth and innovation.

Specialized Hosting for Applications

We host a wide array of applications across multiple platforms—dedicated servers, private cloud via multiple technology stacks (VMware, Microsoft, OpenStack), and public cloud. Services include development and testing, SaaS application hosting, Critical Application Services and traditional application hosting. Service level options allow businesses to choose the level of support needed. Managed Infrastructure provides proactive expert guidance. Managed Operations with SysOps or DevOps Automation runs the entire workload. All service levels are backed by our unmatched Fanatical Support®.

• Service level options: o Managed Operations o Managed Infrastructure

• Hybrid infrastructure (dedicated, private and public cloud) • Critical Application Services: 100% production platform uptime guarantee. • Launch assistance • Architecture advisors • Security guidance • Code development assistance • Cloud Engineers Available 24x7x365 • Dedicated support teams • SLA Based Accountability

“Wedon’thavetobeconcernedwithOSpatches,upgradesandotheroperationalactivitiesthatlargercompaniesmighthave.Thosecompaniesmayhaveanentireteamdedicatedtosupportingit.Rackspaceisouroperationsteam,providinguswithsomeofthebest-in-classWindowssupport.They’reawesome.”

“Weareabletofocusonwhatwedobest”

Matthew Swanson Chief Software Architect, Commissions, Inc.

Dev/Test

A flexible and reliable mix of cloud, dedicated, and hybrid to create and manage your own development, staging, and production environment. Reference architectures can be found here: http://www.rackspace.com/hosting_solutions/testdev

SaaS/Mobile App Hosting

Reliable infrastructure to run SaaS applications. We offer compute, storage, networking, and more, backed by Fanatical Support. Reference architectures can be found here: http://www.rackspace.com/saas/resources/

Hybrid App Hosting

Advanced service level agreement provides a 100% production platform uptime guarantee and a 2x service level credit for businesses needing the highest level of performance and uptime to run critical applications.

Traditional App Hosting

Supported applications include Microsoft SharePoint, Microsoft Exchange, Microsoft SQL Server, MySQL Database, Oracle Database, and Adobe Experience Manager.

Rackspace DevOps Change the way you look at development DevOps isn't a tool or a product. It's an operational approach that changes how organizations think about developing and deploying applications. Rackspace’s ultimate goal is to create better customer experiences.

By uniting development and operations teams to automate and standardize such efforts as infrastructure deployment, you get faster innovation, accelerated time to market, improved deployment quality, better operational efficiency, and more time to focus on your core business goals.

We offer two ways to help your DevOps transformation succeed:

Standard – DevOps Automation Service

Ongoing management of your DevOps tools with our Managed Operations service level. If your organization is ready to implement a DevOps approach, our experienced DevOps engineers can deploy and then manage and support all of your environments 24x7x365, so your team can focus on the activities that grow your business.

Custom – DevOps Advisory & Professional Services (with ongoing 24/7 support)

Transformational engagement that involves your people, culture, and processes with an option to leverage DevOps professional services help and ongoing, 24/7 DevOps support. If you need help transforming your organization to fit a DevOps approach, or want to adopt DevOps principles and processes in-house, we offer a wide range of strategy planning, professional services, and ongoing support to augment and accelerate your DevOps journey.

CLOUD OFFICE Cloud Office at Rackspace delivers the business-class email, collaboration, and backup tools your employees need to be their most productive. We offer a broad set of hosted productivity tools to meet your unique business needs—all delivered with our unmatched Fanatical Support®.

Top Challenges in Cloud Office Technology

Business productivity and collaboration present serious challenges to businesses everywhere. Faced with IT labor shortages, a growing mobile workforce, and an increasing number of productivity apps to manage, businesses struggle to stay ahead of patches, updates, and security requirements. The consequences of not keeping up include costly outages, crippling security breaches, and reduced competitiveness. Meanwhile, the effort and investments made to run these vital, yet non-revenue generating productivity tools diverts away from making more strategic IT investments that move the needle.

Fanatical Support for Productivity and Collaboration

Find the right productivity solution for your particular needs, from simple, reliable business-class email on a per-user basis to highly customized, multi-server deployments featuring both Microsoft and non-Microsoft technologies. Cloud Office delivers managed support for business-critical productivity and collaboration applications, as well as data backup supported by 200+ Microsoft certified professionals. Layered on top of application expertise is industry-leading Fanatical Support® to passionately support your business via phone, chat, or ticket. Regardless of the application and platform chosen, each product includes industry leading, SLA-backed service-level guarantees.

Access business-grade email, Microsoft Exchange®, and collaboration tools like SharePoint®, Office 365®, and Google Apps for Business in a fully supported environment managed by the hosting experts at Rackspace.

• Email: Connect and communicate with reliable, industry-leading email hosting. Choose from easy and affordable Rackspace email, enterprise-class Microsoft Exchange—or our unique, cost-saving Microsoft Exchange Hybrid that combines the two. Easily add unlimited archiving for your domain.

• Collaboration: Microsoft SharePoint® gives you web-based intranet, content, and document sharing.

• Backup: Protect your data with our secure, easy-to-use online backup offering. Choose from computer or server level backup, managed by our team of backup experts.

Productivity

RackspaceEmail

• Email Expertise. Affordable, business-grade email solution backed by 24x7x365 Fanatical Support® and 100% uptime guarantee.

• Secure Service. Premium spam and virus protection included. • Mobile access. Anytime, anywhere access from desktop or mobile devices

“Rackspacetookonthemaintenanceburdens,whichunloadsalargeresponsibilityfromourshoulders.Nowwecanworkmoreefficientlyandoureffortsaligndirectlywiththestrategicinitiativesofthebusiness.”

David Rosenberg VP of Internet Services, Edelman

MicrosoftExchange

Hosted

• Deep Expertise. More than 100 in-house Exchange experts. • Experience. More than 10 years’ experience hosting Exchange • Support: Fanatical Support 24x7x365 support by phone, chat, or ticket • Reliability and flexibility. No long-term contract or setup fee, 100% Uptime Guarantee and Industry leading

service level agreement. • Large capacity. 100GB mailboxes and 50MB attachments. • Security. Triple-layer anti-spam and anti-virus protection, and SSL encryption included • Mobile access. Free ActiveSync compatibility for easy access to email on the go, and 2013 Outlook Web

App (OWA) for easy management from any browser.

Dedicated

Our Dedicated Exchange offering gives you the benefits of a best-in-class enterprise messaging solution without the burden, complexities, and expense of managing and hosting it on-premise. We design and build a custom solution of single-tenant servers and provide ongoing administration and troubleshooting support for Exchange

Server 2010 and 2013 all backed by industry-leading Fanatical Support®.

• Deep Expertise. More than 100 in-house Exchange experts. • Experience. Over 10 years of experience hosting Exchange. • Customization. You have full control over configuration for mailbox size, email size, deleted

messages/boxes. • Integration. Compatible with Active Directory, Outlook plug-ins, and other business systems, such as

customer relationship management (CRM) software. • Clustering & high-availability. Protects vital email and profile data from individual server failure. • Single tenant security. Ideal for organizations with security or compliance requirements that want to avoid

the hassles of maintaining their own infrastructure. • Support. Dedicated Support Team to design, install, administer, patch and troubleshoot Exchange Servers.

ExchangeHybrid

• Cost savings. Hosted Exchange combined with affordable Rackspace Email on the same domain • Serve users with different needs. Power users get the robust features of Microsoft Exchange, while casual

users enjoy affordable, business-class Rackspace Email. • Platform integration. Users can easily share calendars and contacts across both platforms. • Easy management. A simple Control Panel manages both platforms. • Support. Access Fanatical Support 24x7x365 support by phone, chat, or ticket. • Security. Triple-layer anti-spam and anti-virus protection, and SSL encryption included. • Reliability. 100% Uptime guarantee and Industry leading SLA

Collaboration

Office365

Hosted

• Full, installed Office Applications: Word, Excel, PowerPoint, Outlook, Publishers, and OneNote

• Office on tablets or phones for the full, installed Office experience

• Online versions of Office, including Word, Excel, and PowerPoint

• File storage and sharing

• Business class email, calendar, and contacts

• Unlimited online meetings, IM and HD video conferencing

• Corporate social network to help employees collaborate across departments, locations, and business apps

DedicatedMicrosoftSharePoint

• Full-featured. Includes collaboration, search, content management, business intelligence, and workflow management.

• Customization. Ability to tailor SharePoint at the server level to meet unique business needs.

• Expertise. Installation, configuration, monitoring, backup and restore supported by a Dedicated SharePoint Engineering Team with 200+ Microsoft certified professionals.

• Support. Access 24x7x365 Fanatical Support® from a team rated 9 or higher on a 10-point scale by 99% of our SharePoint customers.

• Reliability. 100% Uptime guarantee and industry leading SLA.

GoogleAppsforBusiness

• Custom Solutions. Tailor Google Apps for Work to meet business needs including complex migrations, split-domain routing and SSO.

• Support. Access 24x7x365 Fanatical Support® from hosting experts via phone, chat, or email.

• Expert Guidance. Google Apps for Work Certified specialists offer end-user training, reference architecture for business solutions.

IT SOLUTIONS At Rackspace, we define IT Solutions as a way to help enable change in central IT. That includes things like streamlining operations, getting away from maintenance and moving to innovation, and keeping control and standardization across business units. Only Rackspace offers the flexibility and scalability of cloud computing (public or private) combined with the power of dedicated hardware—all of it delivered with our unmatched Fanatical Support®.

Top Challenges: IT Solutions

IT groups everywhere are under pressure to drive growth and better align with the business. Freeing up IT staff from maintaining infrastructure and data centers to tackle high-value, strategic technology projects delivers measureable impact, helping speed time to market. But the backlog of business requests continues to grow. IT is faced with the problem of how to formulate a cohesive response to the overwhelming demands being placed on it—from how compute is consumed to data security to compliance requirements. IT Solutions from Rackspace help overcome these barriers and change your IT organization from a cost center to a driver of strategic value.

IT Solutions Services

Solution Capability

Rackspace is uniquely positioned to help you with your specific workloads and use cases. From multi-app solutions running in a managed private or hybrid cloud, to data center consolidation and extension, to flexible dev-test environments and disaster recovery planning, Rackspace offers a broad portfolio of solutions at scale. Certified platform experts apply their deep experience across cloud and dedicated environments, all wrapped in our industry-leading Fanatical Support®.

IT Solutions

Enterprise IT organizations need a trusted advisor who can help with efficiency, agility, and governance—offloading workloads to a service provider so they can focus on higher value technology projects.

• Efficiency. Automation and orchestration.

• Agility. Responding faster to business requests and reducing time to market.

• Governance. Helping maintain control and standardization across business units.

Rackspace Managed Private Cloud

Private clouds offer the power, efficiency, and features of a public cloud, with the security, control, and performance of a dedicated environment. But private clouds are complex to operate. They don't manage themselves. They require experts who understand cloud architecture and know how to upgrade, patch, secure, monitor, and scale a cloud environment.

With a Rackspace Private Cloud from Rackspace, we take care of the infrastructure and management, giving you the cloud expertise you need and letting you focus on your core business. And we can manage your private cloud for you with Fanatical Support® in our data center or yours* (OpenStack only).

Our expertise spans three private cloud technology stacks:

RackspacePrivateCloudpoweredbyVMwarevCloud®

Get a single-tenant hosted private cloud, designed with server, storage, and networking hardware from trusted vendors such as Dell®, EMC®, and Cisco®, that's proactively managed 24x7x365 by our VMware Certified Professionals. You get VMware's cloud management platform to build upon, while maintaining control through the vCloud web portal and vCloud API-compatible orchestration tools.

RackspacePrivateCloudpoweredbyOpenStack

Get a scalable, production-ready private cloud powered by OpenStack and backed by an industry-leading SLA. It can be deployed in your data center or ours, is managed by our OpenStack experts, and is backed with Fanatical Support® Rackspace Private Cloud gives you all the power of the cloud without the pain of running it, so you can focus on your core business.

RackspacePrivateCloudpoweredbyMicrosoft®CloudPlatform

Get a fully dedicated, self-service platform ready to take on production workloads. It's built using Microsoft Hyper-V® and System Center 2012 R2, giving you modern capabilities for managing applications and virtual environments from one unified console

VMware® Expertise

• One of the largest VMware-powered service providers in the world • Over 45,000 virtual machines globally • Managing VMware environments for over 8 years • Premier partner in VMware vCloud Air Network

VMware® Expertise

• One of the largest VMware-powered service providers in the world • Over 45,000 virtual machines globally • Managing VMware environments for over 8 years • Premier partner in VMware vCloud Air Network

OpenStack Expertise

• Manage one of the world’s largest OpenStack-powered clouds • Number one in all-time code contributions to the OpenStack project • Employ four OpenStack Project Technical Leads (PTLs) and over 25 Core Contributors • Offer an extensive OpenStack training curriculum, covering topics ranging from an introduction to

OpenStack to Neutron networking

Microsoft® Expertise

• Five-time Microsoft Hosting partner of the year • 100s of Microsoft certified professionals (MCPs) • Gold Certified Microsoft Cloud OS Network Partner • Largest provider of Microsoft SharePoint outside of Microsoft • Over 500,000 seats of Microsoft Exchange

FanaticalSupport®forMicrosoft®Azure

Fanatical Support for Microsoft Azure is a managed cloud solution that reduces the complexity of Azure by providing planning, guidance, and implementation assistance. You’ll get the most Azure has to offer through added support, proactive monitoring, patching, antivirus, and 24x7x365 access to Windows and Linux engineers at Rackspace who can log in to your VMs to troubleshoot when you have an issue. The constant evolution of Microsoft Azure—and the addition of new features—can make Azure a challenge to adopt and manage. When you hand management responsibilities to Rackspace, we help ensure you get the most out of Azure.

FanaticalSupport®forAWS

Many businesses want to realize the power of AWS without having to incur the challenge and expense of managing it themselves. Some businesses lack the technical expertise or capacity to operate cloud infrastructure, tools, and applications whilst others may have the ability but choose to maintain focus on their core business. Many larger businesses are on a multi-phased journey to the cloud, requiring transition and management services that can adapt to an evolving set of needs.

Fanatical Support for AWS is the answer for businesses facing these challenges; Rackspace blends technology and automation plus human expertise to deliver ongoing architecture, security, and 24x7x365 operations backed by AWS certified engineers and architects.

Fanatical Support for AWS has been crafted to address the core challenges businesses face in implementing and operating AWS environments. We offer our customers a choice of two service levels – Navigator™ and Aviator™.

• Navigator – Access to the tools, automation, and best practices that capture the expertise of certified AWS architects along with access to our AWS experts when you need it. Rackspace is your Navigator along your AWS journey.

• Aviator – Aviator extends the benefits of Navigator through additional tooling and human expertise, incorporating best practices and 24x7 operational support for your AWS environment. With Aviator, Rackspace is your co-pilot on your AWS journey.

Rackspace Value

• Connect with Experts • Reduce Risk • Offload and Innovate • Maximize Your Investment

Rackspace Hybrid Cloud

Sometimes the best infrastructure for a site or app requires both cloud and dedicated environments. That's why we've created a true hybrid cloud environment—so you can connect public cloud, private cloud, and dedicated hardware, to create the best fit for your specific needs.

• Public cloud for pay-as-you-go scalability, ideal for heavy or unpredictable traffic

• Private cloud for enhanced security and ultimate control

• Dedicated servers for ultra-fast performance and reliability

Mix and match public cloud, private cloud, and dedicated servers to create your ideal environment. Add products and services as you need them.

Data Center Consolidation

Cloud and hybrid solutions offer the potential for reduced costs, increased agility, and better value for your money. But today's rapid pace of innovation can make it difficult to choose the right technologies for your business.

Our experts can help you evaluate the cost and risks of consolidating your infrastructure with a managed service provider, so you can invest in your core business.

Our services include, but are not limited to:

• Application Modernization and Migration Services transition you to modern infrastructure and help improve your application along the way.

• Portfolio Analysis, Architecture Analysis, and TCO Analysis services thoroughly assess your current environment free of charge—so you can understand what upgraded infrastructure will do for your bottom line.

Let us help you plan the most effective path so you can get out of the infrastructure management business.

Rackspace Disaster Recovery Planning

Whether you need help backing up important databases or architecting a complex replication solution across Rackspace data centers, we have the expertise, technologies, and services that your plan needs.

• Rackspace Replication Manager. Adds automation to your disaster recovery plan. This service uses VMware® vCenter™ Site Recovery Manager™ (SRM) and works in concert with Rackspace Array-based Replication to deliver fast, reliable recovery of the apps your business relies on for its operations.

• VM Replication. Our VM Replication solution allows you to easily replicate selected VMs across Rackspace data centers. It’s a cost-effective resiliency tool that provides geographic redundancy and helps you protect and recover VMs when disaster strikes.

• Database Replication. Safeguard critical business data with transactional replication, log shipping, and mirroring.

• Array-based Replication. Rackspace can help design storage systems for you using products from respected vendors like EMC® or NetApp®. Then, we can help to configure the replication tools these vendors provide.

• DNS Failover. Most providers already have redundant DNS systems in place within their data centers. If you have a second location serving as a backup site, the ability to manually or automatically fail over these requests will keep your customers flowing to your online business.

Expertise

• 165+ Cisco certifications, including 122 CCNAs and 44 CCNPs

• 270+ Microsoft certifications, including MCITPs, MCSAs, MCSEs, and MCTSs

• 170+ Red Hat certifications, including RHCEs, RHCSAs, and RHCAs

• 149+ VMware certifications, including 83+ VCPs, VCAPs, and vExperts

• 260+ AWS technical certifications worldwide and counting

SECURITY & COMPLIANCE

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.

GetallthebenefitsofmanagedsecurityfromRackspace:

Detect and Respond to Advanced Threats 24x7x365: ExperiencedRackspacesecurityteammonitorsandmanagesyourenvironmentaroundtheclock,respondingtothreatsbasedonyourspecificbusinessneedsandITrequirements.

Leverage Security Experts: UseRackspaceManagedSecurityserviceasasecurityforcemultiplier.Tailorsupporttomeetyoursecuritygoals,whetherit’sstrategicplanningforbest-practicecloudsecurityortacticalday-to-daysecuritymonitoringandthreatanalysis.

Employ Industry Best Practices and Advanced Security Solutions: Rackspaceworkscloselywithaselectlistofsecuritypartnerstoprovidecollectiveexpertiseandadvancedtechnologytoeffectivelyprotectyourmanagedcloud.

Meet Security Goals While Lowering TCO: TheadvancedsecurityprotectionofRackspaceManagedSecuritycansignificantlylowerTotalCostofOwnership(TCO)overinternallydevelopedsecurityoperationscentersandcomparablemanagedsecurityserviceofferings.

TalktousaboutRackspaceManagedSecurityserviceifyou:

• Need effective safeguards to protect the information flow critical to your business and your customers.

• Are responsible for protecting confidential and sensitive information.

• Need to mitigate the risks associated with malicious activity, detecting and responding to potential threats before impact.

Let Rackspace Managed Security service help you design and implement a security posture that matches your business needs — with industry-leading technology in a security operations center staffed 24x7x365 by experienced professionals. Get timely, critical insight to relevant threats as they arise, freeing your staff to focus on the initiatives that drive your business forward.

Why Rackspace Managed Security?

• Designed to detect and respond to Advanced Persistent Threats (APTs) and other types of cyber-attacks

• Backed by the Rackspace Security Operations Center 24x7x365

• Uses advanced tools tailored to your business, threat profile and environment

• Leverage security experts around the clock

• Uses advanced analytics to detect unknown (zero day) threats through behavioral and anomaly detection

• Fully managed service including tool selection, monitoring and response

Rackspace® Compliance Assistance

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.

GetthebenefitsofRackspaceComplianceAssistance:

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.

ComplianceAssistanceoffersthefollowingcapabilities:

• ConfigurationHardeningandMonitoring– 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.

• PatchMonitoring– 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.

• UserMonitoring– Monitors and documents user host access, authentication level and login times to ensure that customers can prove compliance with access controls.

• FileIntegrityManagement– Detects, reports and documents changes to files on a host based on customers’ security and compliance requirements.

TalktousaboutRackspaceComplianceAssistanceifyou:

• Have stringent compliance requirements for your hosted infrastructure. • Need greater insight into your hosted environment to better gauge and mitigate risks.

Why Rackspace Compliance Assistance?

• Provides technology expertise to help you define, manage and validate GRC goals

• Backed by the Rackspace Security Operations Center 24x7x365

• Targeted onboarding process to understand customer needs and environment

• Integrates with other security offerings where available

• Quarterly check-ins to assess customer hosted environment for required changes

• Named support representatives assigned to each customer to facilitate the infrastructure audit process

RACKSPACE REPORTS & CERTIFICATIONS

SSAE 16 Type II SOC 1 Report

At Rackspace we take the assets and data you’ve entrusted us with as a serious responsibility. We have implemented many processes and safeguards with the goal to protect your most mission critical information. The SSAE No. 16 Report is designed to give Institute for Community Living the peace of mind to know that our processes and procedures are held to a higher standard and that your data will be adequately protected throughout your partnership with Rackspace.

The new service organization reporting standard, Statement on Standards for Attestation Engagements (SSAE) No. 16 was effective as of June 15, 2011. SSAE 16 supersedes Statement on Auditing Standards (SAS) No. 70 with the professional guidance on performing the service auditor’s examination. We view the SSAE 16 Type II Service Organization Control (SOC) 1 examination as a necessity. A service auditor’s examination performed in accordance with SSAE 16 (“SOC 1 Audit”) Type II SOC 1 provides a detailed description of our controls and the effectiveness of those controls. The examination often includes controls over information technology and related processes.

SSAE 16 was drafted with the intention and purpose of updating the US service organization reporting standard so that it mirrors and complies with the new international service organization reporting standard – ISAE 3402.

* Currently the SSAE 16 Report pertains to Rackspace Managed Hosting customers, Cloud Servers & Cloud Files Customers, and all Rackspace Data Centers.

PCI Security Standards Council Member

The PCI Security Standards Council is an open global forum for the ongoing development, enhancement, storage, dissemination, and implementation of security standards for payment card account data protection. Endorsed by American Express, Discover Financial Services, JCB, MasterCard Worldwide, and Visa Inc., the Council’s members have a voice in shaping the PCI Data Security Standard, an organization’s best protection against data criminals. By participating in the Council, Rackspace has access to the latest payment card security standards while playing an active part in setting the standards.

A PCI certified environment is the responsibility of both Institute for Community Living and Rackspace. We will help you identify the roles and responsibilities and provide you the building blocks necessary to ensure your environment’s PCI compliance.

Safe Harbor

Safe Harbor certifies that Rackspace provides “adequate” privacy protection by the standard of the European Commission’s Directive on Data Protection across all of our data centers. Rackspace adheres to the Safe Harbor Principles (Notice, Choice, Onward Transfer, Security, Data Integrity, Access and Enforcement) as described in this Privacy Statement, with respect to the personal data we collect from EU data subjects or receive from our affiliates located in the EU, such as information regarding service requests, service orders, handling orders, delivering services and processing payments; and have certified our compliance with the Safe Harbor Framework to the United States Department of Commerce. Rackspace Safe Harbor certification can be found at https://www.export.gov/safehrbr/list.aspx.

RACKSPACE SUPPORT SERVICES

The Rackspace Support Model

Rackspace is dedicated to providing Institute for Community Living 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

Enterprise Support Level Overview

Rackspace provides a hands-on approach to managed hosting where our support staff effectively becomes an integral part of your IT department. Institute for Community Living will have a dedicated team of experts who build a deep relationship with your hosting environment to enable the identification of potential issues that could impact the application. This includes monitoring, analyzing report trends and identifying emerging issues relevant to the hosting environment.

Our Enterprise support offering features:

Performance SLA

• Industry leading SLA

• 100 % Network Uptime Guarantee

• 1-hour Hardware Replacement

Proactive Customer Care Service

• Dedicated Account Manager, Lead Technician and Business Development Consultant

• Dedicated support team available 24x7x365

• Custom deployment managed by your Implementation Specialist

• Scheduled account reviews covering ticket history and system performance

• Capacity planning to align with your growth needs

• Priority issue escalation to our key hardware and software vendors

Server & Device Administration

• Customized server hardware specifications based upon the Dell R820 and HP Haswell server platforms

• Unlimited System Admin troubleshooting

• Centralized Active Directory Services

• Disk defragmentation (Microsoft operating systems only)

Security

• Operating system patch management tested by Rackspace and performed according to your schedule

• Customized patching and rollback capabilities

• Server virus scanning (Microsoft operating systems only)

• Trustwave vulnerability scan performed upon implementation

• Managed Firewalls

• Managed VPN Access

• Dedicated Intrusion Detection (optional)

• DDoS Mitigation (optional)

Storage & Backup Management

• Storage Options – local storage (hardware RAID), Direct Attached Storage (DAS), Network Attached Storage (NAS), and Storage Area Network (SAN)

• Managed restoration

• Private and secure backup network

• Database backup agents for MS SQL, MySQL and Oracle (optional)

• Offsite Storage & Rotation (optional)

Monitoring & Issue Response

• Custom port monitoring and synthetic transaction monitoring

• Advanced system performance monitoring

• Predictive hardware failure monitoring (as allowed by device)

• 24x7x365 incident response with customized emergency instructions/ immediate reactions

• Support ticket system available through the Rackspace customer portal

• Customized notification procedures based upon incident severity

Reporting & Performance Management

• Detailed performance and utilization reports of your backups

• Bandwidth utilization reports

• Support ticket trending

• Server performance trending

• DNS Manager

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.

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.

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. Institute for Community Living ’s primary engagement in this workstream is participation in the introduction to implementation, which is designed to help Institute for Community Living understand the implementation activities.

• Implementation requirements gathering – Rackspace will gather information and Institute for Community Living will complete documents that are dependencies before the gear can be procured and before the physical build can begin. Rackspace and Institute for Community Living will conduct a series of implementation calls that will result in Institute for Community Living 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 Institute for Community Living 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.

AboutImplementation

Rackspace will provide Institute for Community Living with a fully managed implementation led by an Implementation Manager partnered with an Implementation Engineer. These Rackers will ensure that Institute for Community Living ’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 Institute for Community Living 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, t, reviews will 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.

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 Institute for Community Living has both the resources you need and the advice and guidance needed to utilize those resources in the best manner possible. Institute for Community Living 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.

Institute for Community Living 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.

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. Institute for Community Living 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 Institute for Community Living 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 Institute for Community Living , including designated contacts determined by incident type and severity.

Response Times

Rackspace live support will be available 24 hours per day, 7 days per week, year round. Institute for Community Living 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.

• Standard issues include all non-critical issues, such as server or site is functioning normally, but you require information or assistance on Intensive services, wish to schedule maintenance outages or help with any other non-immediate tasks. Your site is functioning with acceptable parameters, but you require assistance in loading software or have a help desk-type question.

We will contact you via support ticket, telephone call or both, depending upon the severity of the situation and any procedures we have established with you for your account.

Escalation

As part of Fanatical Support, Rackspace believes that Institute for Community Living is entitled to direct access to top-tier technical contacts who will work with you to find a rapid solution to any issue that might arise. Our dedicated account teams collaborate with additional internal resources and/or escalate technical issues directly to our hardware or software vendors on your behalf.

Customer Responsibilities

The Rackspace support model is perfect for customers who want to maintain control of their application, but want to leverage proven expertise in solution design, infrastructure maintenance, facilities management, data protection, and network administration.

Rackspace support services are designed to supplement in-house application and administrative expertise. Rackspace therefore will provide Institute for Community Living 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 TECHNICAL EXPERTISE

Rackspace Technical Support

Rackspace has a large number of employees possessing a wide array of industry certifications. Rackspace is home to a plethora of Red Hat Certified Engineers (RHCEs) and experienced Microsoft experts who have earned certifications including MCSA, MCSE, MCDBA, MCT, and MCDST. Rackspace also employs engineers with varying Cisco Certifications, as well as other third party certifications, to attest to the expertise of our network professionals. These additional certifications include: CCNA, CCNP, CCIE, CCDA, CCDP, CCIP, CCSP, RHCE, LP11, LP12, A+, Server+, RHCT, MCSE, MCSA, MCP, Network+, and Linux+.

Data Center Locations

Rackspace maintains 10 data centers located in 6 regions including: Grapevine, TX; Richardson, TX; Chicago, IL; Herndon, VA; Ashburn, VA; London, UK; Hong Kong, China; and Sydney, Australia. Current production data centers are in Chicago, London, and Hong Kong with available space in other facilities limited to existing customer expansion and multi-site solutions. Account teams and technical support staff are located in San Antonio, TX; Austin, TX; and London, UK.

Our data centers are staffed 24x7x365 by highly trained technical support personnel and are engineered with fully redundant connectivity, power, and HVAC. Multiple levels of security are employed to ensure that only data center Operations Engineers are physically allowed onto raised floor areas near customer routers, switches, and servers. Below are the specifications for our primary US facility:

Physical Security

• All points of entry are monitored via closed circuit television, and access to the data center floor is restricted via a combination of biometric authentication, key-cards, and PINs.

• Access to production areas is granted according to job title. Vendor access to production areas is strictly limited and requires an appropriate escort.

• Every data center employee undergoes a thorough background check before being hired.

Power, HVAC, and Fire Suppression

• HVAC, UPS, and generator systems are at least N+1 redundant.

• All devices are provided conditioned power. Devices including redundant power supplies are fed from separate circuits attached to separate power distribution units.

• Contracts with fuel providers ensure that diesel generators can power the facility indefinitely.

• Data centers contain pre-action dry pipe fire suppression and VESDA smoke detection. Data center personnel are also trained to immediately contain threats using hand-held extinguishers.

Core Routing Equipment

• Rackspace core networks are built using fully redundant, enterprise-class routing equipment from Cisco.

• Fiber carriers enter our data centers at multiple disparate points to guard against service failure.

Network

The Rackspace Zero-Downtime Network™ has been engineered from the ground up to accommodate the high-availability demands of our customers’ mission-critical web applications. Our Cisco powered, Zero-Downtime Network has unique, self-healing attributes that allow us to deliver on our 100% infrastructure availability guarantee. Rackspace does not rely on any single connectivity provider.

Instead, we employ a multi-provider strategy. Working with multiple network carriers creates natural redundancy in our network architecture and ensures that packets can leave our network from multiple points.

Traffic can be rerouted through other network partners if one or more providers experience congestion or downtime. We use the network only for our customers’ hosting needs, never sharing it with telecom services or cable TV services that would negatively affect your service. The network’s configuration, co-developed with Cisco, guards against any single points of failure at the shared network level. We even provide you with the option to extend it to your VLAN environment.

It is Rackspace policy not to exceed 40% utilization of our network. This ensures that customers are not negatively affected by spikes in bandwidth consumption, issues with upstream providers or unplanned loss of connectivity to one or more carriers. Every fiber carrier must enter our data centers at separate points. This is to protect you from complete service failures caused by an unlikely network cut.

Rackspace provides Internet connectivity and VPN management for servers and equipment hosted within its data centers. Rackspace will accommodate dedicated circuits within its data center by extending connectivity from the point of demarcation to cabinets containing hosted servers. Customers commonly provision dedicated circuits and terminating network devices from an ISP of their choosing. Rackspace Professional Services can provide assistance if you require assistance with private line pricing, monitoring, or management.

Supported Hardware Platforms

Servers

Single Processor Dedicated Server

• Octal Core (Standard). Quad, Hex, 12-Core, 18-Core available

• 32GB, 64GB, 128GB, 256GB, 384GB

• 2 x 300GB 15K SAS 3.5”Std. RAID 1

• 2 TB Bandwidth*

• URL Content Monitoring included. Advanced Availability Monitoring servers are optional

• Unmetered backup included

• OS Options: CentOS 6.5 or newer, RHEL 6.5 or newer, Windows Server 2008 R2 Standard/Enterprise, Windows 2012 Standard, R2 Standard, Datacenter

Dual Processor Dedicated Server

• Octal Core (Standard). Quad, Hex, 12-Core, 18-Core available

• 64GB, 128GB, 256GB, 384GB, 512GB, 768GB

• 2 x 300GB 15K SAS 3.5”Std. RAID 1

• 2 TB Bandwidth*

• URL Content Monitoring included. Advanced Availability Monitoring services are optional

• Unmetered backup included

• OS options: CentOS 6.5 or newer, RHEL 6.5 or newer, Windows Server 2008 R2 Standard/Enterprise, Windows 2012 Standard, R2 Standard, Datacenter

Quad Processor Octal Core Dedicated Server

• Octal Core

• 128GB, 256GB, 384GB, 512GB, 768GB, 1024GB, 1536GB

• 2 x 300GB 15k SAS 2.5”Std. RAID 1

• 2 TB Bandwidth*

• URL Content Monitoring included. Advanced Availability Monitoring services are optional

• Unmetered backup included

• OS options: CentOS updated by Rackspace, Red Hat Enterprise Linux, or Windows Server

Dual Processor Expanded Disk 2.5” & 3.5” Dedicated Server

• Dual Processor, Hex Core

• 128GB, 256GB, 384GB, 512GB, 768GB

• 2 x 300GB 15k SAS 2.5”Std. RAID 1 & 2 x 300GB 15k SAS 3.5”Std. RAID 1

• Can hold up to 12 x 3.5” drives and 24 x 2.5” drives

• 2 TB Bandwidth*

• URL Content Monitoring included. Advanced Availability Monitoring services are optional

• Unmetered backup included

• OS options: CentOS updated by Rackspace, Red Hat Enterprise Linux, or Windows Server

All servers include redundant power supplies. Memory and internal disk configuration for all servers is built per customer requirements. *2 TB of outgoing bandwidth is included in the price of the server. Incoming bandwidth is free.

Storage

Direct Attached Storage

• DAS – VNX 5100 Head Unit & Expansion Shelves

• Dell MD32xx/MD12xx

Enhanced Shared SAN

• Bronze, Silver, & Gold tiers available

Shared NAS

• Bronze & Silver tiers available

Dedicated NAS

• NetApp FAS: 2252, 2254, 8020, 8040 & Expansion Shelves

• EMC Isilon: NL400, X410, S210

Dedicated SAN

• DSAN-VNX 5100, VNX 5400, VNX 5600, VNX 5800, VNX 7600 Head Unit & Expansion Shelves

• RecoverPoint Appliance (RPA)

• Dedicated Fibre Channel Switching (Brocade 6505, 6510 & 6520)

NetworkAppliances

• Firewall – Cisco ASA 5500 & 5500-X Series • Load Balancer – Brocade ADX-1000; F5 Big IP 1600s, 2000s, 2200s, 3600s, 5200v

• Switches – Cisco 4948, 2960X, Arista 7050S, Brocade DS-5300, DS-6505B, DS-6510B & Infiniband

• Intrusion Detection – AlertLogic Threat Manager

• Log Manager – AlertLogic Log, Review, and Archive

• Web Application Firewall – Imperva SecureSphere

• Encryption and Key Management – Vormetric Data Security Manager

1000 Mbps environments are available for both public and private server communication. Rackspace also offers 10G switches for bandwidth options. Firewalls and load balancers can also be deployed in active / passive pairs for high availability.

Supported Software Platforms

OperatingSystems

• Microsoft Windows Server 2012 – Standard, R2 Standard, Datacenter, and R2 Datacenter versions available

• Microsoft Windows Server 2008 (without Hyper-V) – 32 and 64-bit versions available / Microsoft Cluster Service supported for high availability

• Red Hat Enterprise Linux versions 5 & 6 – 32 and 64-bit versions available / Red Hat Cluster Suite supported for high availability

• VMware ESX Server – VMotion and DRS supported for high availability

Rackspace will provide Institute for Community Living full administrative access to all physical and virtual instances of Windows Server and Red Hat Enterprise Linux. Access to the VMware hypervisor is limited to Rackspace personnel only, however, the Rackspace customer portal allows for basic control over virtual machines (such as taking snapshots).

Databases

Microsoft SQL Server – SQL Server 2008, 2008R2 (Workgroup, Standard, and Enterprise Editions); SQL Server 2012 (Web, Standard, BI Server, and Enterprise Editions); replication, clustering, and database mirroring; SQL Server 2014 (In-Memory and Highly Available workloads support)

MySQL – Version typically varies depending upon the Red Hat OS version deployed; specific versions can be deployed on request; Master / slave replication and clustering via Red Hat Cluster Suite

Oracle – Oracle 10g and 11g (Standard and Enterprise Editions); Support for replication and clustering (via Oracle RAC) as allowed by version deployed

Standard database support capabilities include:

• Monthly licensing (Microsoft and Oracle solutions)

• Software installation

• Availability monitoring

• Backup/restore

Standard services are provided free of charge for Microsoft SQL and MySQL platforms. Rackspace can also provide environment assistance, problem resolution and patch management. However, additional charges may apply, depending on database platform and complexity.

Security

PhysicalSecurity

The physical security at Rackspace Facilities was developed in a multi-layered approach to meet policy requirements that include photo badges, human interface device card readers, biometric access controls, video monitoring with 90 days of retention, alarms, 24/7 manning, and visitor/vendor controls with supporting documentation retention. Only Rackspace authorized personnel have access to controlled areas within the datacenter facilities.

NetworkSecurity

Rackspace supports Cisco ASA 5500-series firewalls. Firewalls are implemented with a default-deny policy for all public traffic, and customer access to servers is typically limited to IPSec VPN. Specific ports are opened according to customer needs.

SystemSecurity

Rackspace has an automated patching system that uses Windows Software Update Service or Red Hat Satellite Server to deploy binary updates to customer servers. Rackspace will disclose which patches are due to be applied prior to installation, and apply all updates according to a customer-defined schedule. If available, it is generally recommended that test/staging servers be patched prior to production. Issues related to these updates would be detected through our standard monitoring systems and impact on production servers can be subsequently avoided.

Services are selectively installed and enabled based upon customer requirements. This approach ensures a minimal attack surface and reduces the number of patches that must be applied to keep the server protected from vulnerabilities.

MediaandDataSecurity

Rackspace recognizes the importance of ensuring that Institute for Community Living ‘s data is rendered unrecognizable once the relationship no longer requires data availability. Standard procedures include wiping data from disks removed from production, and physically destroying tape and disk media upon reaching the end of life.

Monitoring

Monitoring is a critical component of the Rackspace solution. We understand that assuring site uptime and Institute for Community Living ‘s satisfaction is a requirement for your business. Knowing this, Rackspace will monitor your entire solution stack, including services and applications. Custom support provides customers with deep monitoring of critical services and applications, and responds quickly to alerts generated from our various monitoring tools according to the immediate reactions as outlined in the Support Level section of this document. We utilize the following systems to monitor every critical aspect of application availability and performance to provide thorough end-to-end application monitoring.

HardwareMonitoring

At a minimum Rackspace will provide monitoring with the following capabilities:

• Cloud Monitoring – provides Remote Service Checks (HTTP Check (website), TCP Check (port), Ping Check (server)) and Agent Checks (Memory, CPU, Load Average, Filesystem and Network)

• Dell OpenManage – provides predictive hardware failure monitoring for Dell hardware.

• HP Systems Insight Manager (SIM) – provides system management for all HP hardware.

• Systems Centers Operations Manager (SCOM) and NIMBUS – provides monitoring at the operating system level for cpu, disk and memory utilization from system (physical/virtual).

ApplicationMonitoring

Critical Application Services (CAS) - Additional and more advanced monitoring capabilities are available with our Critical Application Services (CAS) SLA. Advanced Infrastructure, Application & Transaction Monitoring include:

• Real-time transaction monitoring • Application performance analysis • Custom application alerting, utilization trending & reporting • Advanced URL & end-user transaction monitoring • Extensive environment topology mapping • Custom infrastructure implementation & optimization

New Relic - Above and beyond the above; Rackspace customers are able to leverage Rackspace partner monitoring tools and utilities including New Relic which provides additional visibility into the service, application and database tiers. New Relic Standard is available at no cost for all servers hosted at Rackspace (cloud, virtual and physical).

Maintenance Policy & Scheduling

MaintenancePolicy

From time to time, Rackspace must perform essential maintenance in each of our data center facilities. These maintenances ensure that Rackspace maintains maximum service levels for customers at all times and minimizes the chance of unscheduled interruption to services.

MaintenanceSchedule

Each month, excluding November and December, Rackspace schedules a maintenance window in each data center lasting no more than six hours. These maintenance windows are scheduled between 00:01 and 06:00 in the morning and are conducted in the time zone of the location of the data center.

Rackspace provides at least 10 business days’ notice via ticket of any maintenance that is expected to interrupt customer services. For maintenance that is not expected to interrupt customer services, Rackspace posts a notice in the MyRackspace Customer Portal at least 3 calendar days in advance. Rackspace strives to minimize service disruption during maintenance; however, even if it is not anticipated, there is always a risk that services will be interrupted during the allotted maintenance window. The Technical Change Management Board may decide, at its discretion, to require notice via ticket or specific customer notifications for the implementation of changes that are potentially disruptive in accordance with its policies.

To prevent unplanned disruption to services, Rackspace may need to perform emergency maintenance on short notice. Rackspace may also perform maintenance to enable growth or perform upgrades to services that have an overall benefit for our customers. In each case Rackspace will provide reasonable advance notice and use all reasonable endeavors to minimize the effect that such change will have on customers’ services.

• Rackspace defines maintenance as follows:

• Rackspace maintenance windows - modification or repairs to shared infrastructure, such as core routing or switching infrastructure that we provide notice of at least 72 hours in advance and that occurs during off peak hours in the time zone where the data center is located;

• Scheduled customer maintenance – maintenance of your configuration that you request and that we schedule with you in advance (either on a case by case basis, or based on standing instructions), such as hardware or software upgrades;

• Emergency maintenance – critical unforeseen maintenance needed for the security or performance of your configuration or Rackspace’s network.

Availability

Each hosted solution is built according to your requirements, after the consultative process with the Rackspace team. We recommend the use of redundant components within Institute for Community Living ‘s dedicated environment whenever possible. This could include the use of clustered servers, Cisco load balancers, and redundant networking hardware. For customers requiring the maximum availability, Rackspace can provide hosted solutions that eliminate all single points of failure.

Rackspace provides a one-hour hardware replacement SLA for standard dedicated hardware components, such as servers, firewalls, and load balancers. This means that, should you choose an environment that includes single points of failure, Rackspace services help to mitigate risk of downtime associated with component failures.

Because Rackspace provides customers full administrative access to hosted servers, we cannot guarantee application availability. We can, however, guarantee disciplined Change Management procedures and

responsiveness to support requests and monitoring alerts. The Intensive SLA carries remedies associated with incident severity levels. Please refer to the SLA document for complete details.

Scalability

Rackspace can scale solutions in several ways:

• Adding or refreshing servers

• Upgrading existing hardware – Adding RAM, CPU or drive capacity to an existing server

• Adding managed storage – Adding or upgrading drive capacity within available direct or network attached storage options

• Upgrading dedicated network devices – Rackspace does not limit customer solutions. Network capacity is, therefore, limited only by the performance of the network devices chosen to build the environment.

Scalability of the hosting infrastructure will ultimately be governed by application design. For example, at some point it may be necessary for you to split one large database into multiple smaller databases that can be placed onto separate server clusters. Rackspace will make recommendations on how best to scale the environment whenever needed; however, application-specific changes always remain a customer responsibility.

Reporting

The MyRackspace® Customer Portal enables Institute for Community Living to edit your account details, manage users, update contact information, submit online payments, and update emergency instructions/immediate reactions. Reporting capabilities include:

OnlineIncidentManagementSystem

Service requests can be made in one of three ways: by contacting your account team directly, by submitting a trouble ticket through the MyRackspace® Customer Portal (http://my.rackspace.com) or by calling our toll free support number. All service requests will be assigned a ticket, regardless of the method chosen to contact Rackspace. The full history of all tickets associated with the account will be available for review through our customer portal, providing you a full history of changes performed by Rackspace support personnel.

With the MyRackspace® Customer Portal, you’ll get increased control through powerful self-service tools, including:

• DNS Administration makes site changes more seamless

• Firewall Control Panel allows you to set, manage and change access rules

• Virtual Environment Management gives you increased control over your Virtual Machines (VM)

• Turn VMs on and off as needed to save money

• Create and store VM templates for one-hour provisioning

• Create and store VM copies for rapid recovery from a VM failure

The MyRackspace® Customer Portal can be utilized to create, view, search and update tickets remotely, while you can submit, search, and view Institute for Community Living support tickets which are delivered immediately to your dedicated Rackspace support team. Receiving daily updates is straightforward, and allows insight into your bandwidth consumption and managed backup reporting, identifying traffic patterns and bottlenecks.

The flexibility of customizable user permissions allows Institute for Community Living to create a fully evolved management of individual and group access to your configuration and account. You’ll get additional support tools and resources in our Discussion Forums, Knowledge Base Documents, and Suggestion and Message Center that enhance your MyRackspace experience.

DNSAdministration

Rackspace provides DNS services at no additional cost. Full management of all domains and resource records can be performed through the DNS manager or by submitting a service request by any of the methods previously mentioned.

BandwidthReporting

MRTG-style graphs for all servers and devices are available within the MyRackspace® Customer Portal, along with aggregate transfer amounts for that month. Rackspace provides bandwidth allotments based upon aggregate transfer, and can optionally provide 95th percentile pricing for commitments of 20 Mbps and higher.

BackupReporting

The MyRackspace® Customer Portal allows Institute for Community Living to view the details of your backup

environment as well as usage, history, and success/failure status. Any backup failures are logged by the backup utility software and immediately investigated.

Service Level Agreement

The Rackspace SLA covers our administrative responsibilities and includes financial penalties for any failure to render service as described within that document. A summary of the SLA follows:

100%NetworkUptime

The data center network infrastructure will be available 100% of the time. “Network infrastructure” means the portion of the network extending from the outbound port on your cabinet switch to the outbound port on the border router and includes switches, routers, and cabling. Network Availability is defined as the ability to pass TCP/IP traffic with less than 3% packet loss and less than 30ms latency across the Rackspace network infrastructure.

Facilities

A/C power to the outbound port on your serving power distribution unit (PDU) will be available 100% of the time. Target ambient room temperature will be 72 degrees Fahrenheit in the server area of the datacenter and will not vary by more than +/- 5 degrees. Target Relative humidity will be 45% in the server area and will not vary by more than +/- 5%.

Hardware

Rackspace will repair or replace failed hardware components provided by Rackspace at no additional cost within one hour of problem identification by Rackspace. This guarantee does not include the time required to rebuild a RAID array, reload the operating system, reload and configure applications, and/or restore from backup.