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FanaticalSupport®forMicrosoft®Azure™ServiceOverview

FanaticalSupportforMicrosoftAzure-ServiceOverview 2

ContentsOVERVIEW....................................................................................................................................................4

REGIONAVAILABILITY..................................................................................................................................4

OURSERVICELEVELS....................................................................................................................................4

ServiceMatrix..............................................................................................................................................5

ExpandedServicesDescription....................................................................................................................7

BestPracticeDocumentRepository.........................................................................................................7

AccesstoRackspaceOpinionatedAzureResourceManager(ARM)Templates......................................7

ArchitectureGuidance.............................................................................................................................7

AzureMonitoring.....................................................................................................................................7

Platformmonitoring.............................................................................................................................7

Environmentmonitoring–IaasVM(Aviatoronly)...............................................................................7

Defaultalertingthresholds...................................................................................................................8

ConfigurationAssistance..........................................................................................................................8

DeploymentActivities(AviatorOnly)(ResourceManagerOnly).............................................................8

OperatingSystemSupport–IaaSVMs(AviatorOnly)..............................................................................8

Patching................................................................................................................................................9

Antivirus...............................................................................................................................................9

Backups................................................................................................................................................9

Remoteconfigurationandtroubleshooting.........................................................................................9

AzureSiteRecovery(ASR)......................................................................................................................11

ChangeManagement.............................................................................................................................11

EscalationSupport..................................................................................................................................11

Tickets................................................................................................................................................12

Phone.................................................................................................................................................12

Escalation/RemediationRunbook..........................................................................................................12

TechnicalAccountManager(TAM)........................................................................................................12

TechnicalOnboardingManager(TOM)..................................................................................................12

MonthlyAccountReview.......................................................................................................................12

IncidentResponse..................................................................................................................................13

FanaticalSupportforMicrosoftAzureControlPanel............................................................................13

ADDITIONALSERVICES..............................................................................................................................13

MigrationAssistance..............................................................................................................................13


DatabaseSupport...................................................................................................................................13

CustomDevOpsProfessionalServices...................................................................................................14

CustomProfessionalServices.................................................................................................................15

DevOpsMaturity&StrategyPlanning...................................................................................................15

APPENDIX1–ROLESANDRESPONSIBILITIES.............................................................................................17

APPENDIX2–SUPPORTEDAZURESERVICES.............................................................................................19

APPENDIX3–INCIDENTMANAGEMENTANDRESOLUTIONPROCESS......................................................21

IncidentManagement............................................................................................................................21

APPENDIX4–CHANGEMANAGEMENTPROCESS......................................................................................23

APPENDIX5-SUBSCRIPTIONMANAGEMENT.............................................................................................24

Co-AdministratorAccess........................................................................................................................24

AzureActiveDirectoryServicePrincipal................................................................................................24

APPENDIX6-AzureServiceManager(ASM)versusAzureResourceManager(ARM)..............................25

APPENDIX7–FREQUENTLYASKEDQUESTIONS........................................................................................26


OVERVIEWMany businesses want to leverage the power of Microsoft® Azure™ without having to incur thechallenge and expense of managing it themselves. Some businesses lack the technical expertise orcapacity tooperatecloud infrastructure, tools,andapplicationswhileothersmayhave theabilitybutchoosetomaintainfocusontheircorebusiness.Manylargerbusinessesareonamulti-phasedjourneytothecloud,requiringtransitionandmanagementservicesthatcanadapttoanevolvingsetofneeds.

Fanatical Support forMicrosoftAzure is theanswer forbusinesses facing thesechallenges.Rackspaceblendstechnologyandautomationplushumanexpertisetodeliverongoingarchitecture,security,and24x7x365operationsbackedbyAzurecertifiedengineersandarchitects.

REGIONAVAILABILITYFanaticalSupportforMicrosoftAzureisavailabletoRackspacecustomersdeployinginfrastructureintoallAzureregionsexistingasat thepublicationdateof thisdocument,withtheexceptionofMicrosoftAzureGovernmentregions(e.g.USGovIowa)andChina.

SomeAzureregionsareavailableonlytocustomerswithspecificbillingaddressesinthatregion.CertainAzure services are designed to operate globally and do not require customers to specify a particularregionwhenusingtheservice.

OURSERVICELEVELSFanaticalSupportforMicrosoftAzurehasbeencraftedtoaddressthecorechallengesbusinessesfaceinimplementingandoperatingAzureenvironments.Weofferourcustomersachoiceoftwoservicelevels–Navigator™andAviator™.

Navigator™–NavigatorisourofferingforcustomerswhoareinterestedinRackspaceprovidingsupportat the Azure platform layer only.* This service offering is designed for customers who will maintainresource deployment responsibilities (i.e. VMs, networks, storage) but are looking to leverage theexpertiseandtoolingprovidedbyRackspace’s24x7x365teamofAzureexperts.

Atthislevel,customerswillhaveaccesstopeopleandresourcesrelatingtoarchitectureguidance,bestpractices documentation, configuration assistance, and platform level monitoring. In addition,Rackspace will serve as an escalation point for any Azure platform related incidents.** AlthoughRackspacedoesnotprovidesupportofguestVM instancesat this level,ourexpert support teamcanprovidebuildrecommendationsbasedonestablishedbestpractices.

*Rackspace generally defines platform level support as those activities which can be performed in the Azuremanagement portal user interface or through Powershell/API. Rackspace can review and reconfigure platformresources,butwillnotperformdeploymentactivitiesatthisservicelevel.

**PleaseseeSupportedServicesappendixforalistofAzurefeaturescurrentlycoveredundertheFanaticalSupportforMicrosoftAzureoffering.


Aviator™ – Aviator extends the benefits of Navigator through additional tooling and increasedapplicationofhumanexpertise,incorporatingbestpracticesand24x7x365operationalsupportforyourAzure environment. Aviator is our offering for customers who want a more comprehensive supportexperience including guest virtualmachinemanagement. At the Aviator level Rackspacewill performenvironment build and deployment activities in addition to ongoing management of IaaS VM assets(monitoring,patching,andantivirus).ToreceiveAviatorsupport,resourcesmustbedeployedinAzureResourceManager(v2).

ServiceMatrixServices NAVIGATOR AVIATORAccesstobestpracticedocumentrepository

• FAQs• Referencearchitectures• Deploymentrecommendations

ü ü AccesstoRackspaceOpinionatedAzureResourceManager(ARM)templates

• Ability to deploy opinionated resource templates employing Rackspacebestpractices Basetemplates

only-customermustdeploy

Accesstocomplete

templatelibraryandupto5custom

templates–Rackspacewill

deployArchitectureguidance

• BasedonMicrosoftandRackspacepracticesfromcertifiedAzurearchitects• Scheduledscopingcalls

Guidanceforstandarduse

casesRackspaceshall

customizearchitecturetoyourspecificapplication

Azuremonitoring• Automatedalertgenerationfrompredefinedmonitors• IntegrationwithRackspaceincidentmanagementsystems

Platformmonitoringonly

Platform+IaaSVMmonitoring.Upto5custom

monitorsConfigurationassistance

• 24x7x365accesstoaRackspaceteamthat’sexperiencedinAZUREthatwillassistwithconfigurationchanges

Platformonly Platform+IaaSVM

Deploymentactivities• ResourcedeploymentsperformedbyRackspaceengineers

ü

OperatingSystemSupport–IaaSVMS• Serverdeployment• ManagedOSpatching• Managedantivirus• Managedbackup• Remotemanagementandtroubleshooting(Windows&Linux)

ü

ChangeManagement• Lifecycle tracking and management of environment changes managed

throughRackspaceticketingsystem ü ü

EscalationSupport• Ownershipof incidentsand issues relating toAzure, to include theuseof

MicrosoftPremierSupportoncustomer’sbehalf*Please see Supported Services appendix for a list of Azure featurescurrentlycoveredunderthisoffering.

ü ü

Escalation/RemediationRunbook• Rackspacecoordinatedcustomrunbookdesignandexecution ü ü


TechnicalAccountManager(TAM)• Personalcontactforongoingbusinessandtechnicalassistance ü ü

TechnicalOnboardingManager(TOM)• Personalcontacttoassistwithonboarding

Initialguidanceonly

Coordinatetheprocessofgettingyourworkloadsupandrunningon

Azure MonthlyAccountReview

• ReviewMicrosoftbestpracticesandRackspacerecommendations• Reviewresourceusageandcostoptimizationopportunities• Technicalenvironmentreview(alerts,performance)• Runbookevaluation

ü

IncidentResponse

Standard:<24Hours

Urgent:<4Hours

Standard:<4Hours

Urgent:<1hour

Emergency:<15min

FanaticalSupportforMicrosoftAzureControlPanel

• AccesstotheFanaticalSupportforMicrosoftAzurecustomerportal ü ü

ADD-ONSERVICES NAVIGATOR AVIATORDetailedSolutionDesign

• DetailedAzuredesignbasedonapplicationandrequirementsanalysisAdditionalservicesavailable ü

MigrationAssistance• AssistancegettingyourappanddatamigratedtoAzure• Dependingon requirements, available fromRackspace and/orRackspace-

approvedpartners

Additionalservicesavailable


CustomDevOpsProfessionalServices Additionalservicesavailable


HybridServiceLevels

For customers desiring different service levels for different environments (e.g. development, testing,production), Rackspace can accommodate this on a per-subscription basis. So, you would need aminimum of two subscriptions, one for each service level. For example, if you want Aviator fordevelopmentandtesting,thenyoucouldcombinebothofthoseenvironmentsintoasinglesubscriptionandhaveasecondsubscriptionforproductionunderNavigator.


ExpandedServicesDescriptionBestPracticeDocumentRepositoryFanaticalSupport forMicrosoftAzurecustomerswillhaveaccess toRackspacedocument repositoriesinside our customer portal. These documents include Rackspace standard deployment practices,Microsoft®bestpracticerecommendations,frequentlyaskedquestions,andcodesamples.

AccesstoRackspaceOpinionatedAzureResourceManager(ARM)TemplatesRackspace has a number of proprietary and best practice templates that will be available to bothNavigatorandAviatorcustomers.

Navigator:

• Accesstobasictemplatelibraryonly• Customerisresponsibleforalltemplatedeploymentandtroubleshooting• CustomerwillnothaveaccesstoRackspaceadd-onservicestemplates

Aviator:

• Accesstocompletetemplatelibrary• Rackspacewilldeploytemplatesonthecustomer’sbehalf• Rackspacewilltroubleshootdeploymentfailures• Customer will have access to templates that relate to add-on Rackspace offerings

(RackspaceManagedSecurity,SharePoint,etc.)• Custom template creation - ARM template creationwill be limited to basic infrastructure

and services (VM, storage, network, App Service, Azure SQL Database, etc.) and existinggallery software items.More complex templates can be provided through a professionalservicesengagement.

ArchitectureGuidanceFanaticalSupport forMicrosoftAzurecustomerswillhaveaccess toexperiencedRackspacepersonnelwhocanassistwithenvironmentplanning.Thisassistanceisavailablethroughscheduledguidancecallsor standard ticket correspondence. Navigator customers will be limited to standardized deploymentscenarioswhileAviatorcustomerscanengageforcomprehensiveapplicationarchitecturereview.

AzureMonitoringRackspaceoffersmonitoringoftheAzureplatformaswellasindividualIaaSVMinstances.

PlatformmonitoringRackspace will generate notifications for platform-related events such as service/region failures andupcomingmaintenanceactivities

Environmentmonitoring–IaasVM(Aviatoronly)AzureOperationalInsightsistheprimarymonitoringsystemusedbyourFanaticalSupportforMicrosoftAzure support teams for environmentmonitoring.While AzureOperational Insights is available to allAzure subscribers, customers using our Aviator service level can opt to have Rackspace respond toalarmsgeneratedbyAzureOperationalInsights.RackspacemonitoringfortheMicrosotAzureServices


is a combination of the systems responsible for creating Rackspace support tickets frommonitoringalarmsandthecertifiedAzureexperts that taketheactionsnecessarytomitigatethe indicatedalarmconditions24x7x365.

Azure Operational Insights allows for the creation of custom metrics to allow monitoring of theresourcesthataremostcriticaltotheuptimeofyourapplications.AsanAviatorcustomer,youareabletoworkwithyourFanatical Support team to create the customizedmonitoring solution thatbest fitsyourneeds.

DefaultalertingthresholdsCounter DescriptionMonitoringAgent MonitoringagenthasnotupdatedinthelasthourMalware DeviceswithsignaturesoutofdateMalware Noreal-timeprotectionenabledMalware ActiveThreatMalware VirusQuarantinedMalware MalwareProcesswasterminatedSystem UnexpectedShutdownSystem ServiceTerminatedunexpectedlyPerformance CPUaveragegreaterthan95%over5minutes(10secondcaptures)Performance AverageAvailablememorylessthan24MBover5minutes(10secondcaptures)

Inaddition,RackspaceoffersURLmonitoringforpublicwebassets.

ConfigurationAssistanceRackspace’sexperiencedpersonnelwillassistintheconfigurationandmodificationofAzureresources.Common activities may include: updating of network security groups; resizing of instances; andestablishmentofsitetositeVPNtunnels.AttheNavigatorlevel,configurationassistancewillbelimitedto platform-related items. At the Aviator level, configuration assistance will extend into the VMoperatingsystem.

DeploymentActivities(AviatorOnly)(ResourceManagerOnly)At the Aviator level, Rackspacewill perform resource deployment activities includingmodification ofexisting environments and deployment of new configurations. Deployment activitiesmay include theuse of standard or customized ARM templates. Rackspace will work with customers that havesubscribedtotheAviatorserviceleveltodevelopupto5customtemplates.

OperatingSystemSupport–IaaSVMs(AviatorOnly)Aviatorcustomerswill receiveoperating systemsupport for their IaaSVM instances.Support servicesarecategorizedasmanagedpatching,managedantivirus(Windowsonly),managedbackup,andremoteconfigurationandtroubleshooting.


PatchingRackspacesupportstwotypesofmanagedpatchingservices:

• Scheduled– If thecustomerwould like recurringpatchingataset interval,RackspacecanconfiguretheVMhostswiththedesiredpatchsettings.Aticketmustberaisedbycustomeroutliningthespecificpatchsettings.

• Manual– If the customer requires non-standard (recurring) patching, a ticket can beopenedforyourRackspacesupportteamtomanuallypatchtheserversatthedesireddate/time. Manual patching is subject to availability on the Rackspace supportmaintenancecalendar.

Rackspace will not patch middleware or customer applications due to the potential of harmingcustomer’senvironments.

AntivirusCustomerscanelecttoparticipateinRackspacemanagedantivirusservice.TheMicrosoftAntimalwareAgent(SystemCenterEndpointProtection)willbeinstalledbyRackspaceonthehostswithapredefinedset of exclusions. Customers can leverage the standard Rackspace configuration or create their own.Once theagent is installed, customerswill receivenotifications formalwareeventsasoutlined in themonitoringchart.

BackupsRackspacesupportstheconfigurationandmanagementoftwoAzurebackupmethods:filebackupagent(Windowsonly)andimagelevelbackup.RackspacebackupsupportservicesleveragesthenativeAzurerecoveryserviceswhichofferthefollowingcapabilities:

• AzureFileBackup–Rackspacewillinstallthefilebackupagentonselectedhostsandconfigurethe desired scheduling. Customers will need to indicate the desired frequency and thefiles/foldersthatareinscopeforthebackup.

• ImageBackup-Uponcustomer’srequestRackspacewillconfigureimagelevelbackupsforIaaSVMs.Imagelevelbackupsarenon-intrusiveandprovidecustomerswiththeabilitytorestoreanentire virtualmachine. Currently Azure supports application consistent backups forWindowsandfileconsistentbackupsonLinux.

If data needs to be restored from a backup vault, youmay log a ticket in the Fanatical Support forMicrosoftAzurecontrolpanel.

Rackspaceisnotliablefortheintegrityofrestoreddata.Werecommendthatcustomersregularlytestrestorationaspartofnormalbusinesscontinuityplanning.

RemoteconfigurationandtroubleshootingAviatorcustomersareeligible forOperatingSystemsupport, to includeconfiguration,monitoringandtroubleshootingwithintheestablishedRackspacespheresofsupport.

• https://support.rackspace.com/how-to/cloud-servers-with-managed-operations-support-for-linux/

• https://support.rackspace.com/how-to/cloud-servers-with-managed-operations-support-for-windows/


Rackspacehascreatedaproprietarytoolcalledwhich isusedtoprovidemanagedaccesstoyour IaaSVM resources. helps to ensure that all Rackspace access to your IaaS VM resources is secure, time-limited, and audited. In conjunction with, Rackspace has established a bastion server managementstandardwhichmustbepresentinthecustomerenvironment.

BastionDetailRackspacesupportengineerswillconnecttothebastionserverfromknownandcontrollednetworksinvariousRackspacedatacentersusingtheRemoteDesktopProtocol(RDP)orSSH.Onceaccesshasbeenestablished,supportengineerswillaccessyourenvironmentusingRDPand/orWinRMand/orSSHfromthebastionhost.Traffic fromthebastionhostwillpassacrosstheAzurebastionvirtualsubnettothevarioussubnetswithinyourAzureVirtualNetwork.

RackspacewillcreatethebastionserverwithinaspecificsubnetandwillcreateonebastionserverperOSflavorpervirtualnetwork(VNET).ThepreferredvirtualmachinefortheBastionHostis:

Instance Cores RAM Disksize OperatingSystem

A1 1 1.75 40GB WindowsServer2012R2orLinux

Pleaseseethefollowingdiagramforanexamplebastionserverdeployment:


AzureSiteRecovery(ASR)Rackspace can assistwith the configuration and set upASR inAviator customers’ Azure subscription.This includes the installation of agents on any Rackspace managed operating system and instancecreationwithin ASR.We can assistwith basic failover scriptswhere required.More complex failoverscriptsandprocedurescanbeprovidedthroughaprofessionalservicesengagement.

Rackspacecanassistwithtestfailovers;however,theintegrityandavailabilitywillneedtobeconfirmedby the customer. Rackspace will not initiate an actual failover for a customer as this will be thecustomer’sresponsibility.

ChangeManagementChange management includes a standardized set of procedures that enables Rackspace to deliverefficientandprompthandlingofallchangesinanorganizedmannertohelpensureminimumimpactontheservices.

• TheRackspaceTechnicalAccountManagerwillbeavailabletoworkwithyouonalloperational,technical,andcommercialchangestotheenvironment.

• AllchangeswillbemanagedthroughtheRackspaceticketingandchangemanagementsystems.Thissupportslong-termtrackingofallinformationandtheoptimumdeliveryofservicesthroughthevariouslifecycleprocessesofdeployment,changemanagement,incidentmanagement,etc.

• Rackspace will raise a ticket accessible via the Fanatical Support forMicrosoft Azure ControlPanel for changes that are owned or initiated by Rackspace. Customers can raise a ticket forsituationswhere Rackspace support is required for any changes owned and initiated by suchcustomer.Youmayalsophoneintothe24x7x365supportlinetodiscussachangeandrequestaticketbecreated.

• Rackspacewillorganizethesupportengineerswithexperienceinthespecificdomaintomanagethechangeasscheduled,keepingyoufullyinformedonprogress.

• You are responsible for changesor upgrades to your own internal infrastructure and youwillcoordinate with your internal resources and third-party contacts to manage the change asscheduled,keepingRackspaceinformedoftheprogressviaaticketdocumentedintheFanaticalSupportforMicrosoftAzureControlPanel,shoulditaffectdeliveryofservices.

EscalationSupportRackspace is the primary point of contact for supporting your Azure environments. IfMicrosoft everneeds to be contacted, Rackspacewill do so on your behalf. Escalationsmay occur for the followingscenarios:

• An issuewhere Rackspace lacks access to complete the request (e.g., a service limit increaserequest)

• AnissuewhereRackspacehasexhaustedallinternalknowledgeregardingaspecificservice• Anissuewheremultiplecustomersareimpacted(Azureserviceoutages)• AzureSLAcreditrequests

TherearetwoprimarymethodsforengagingRackspacesupport:


TicketsOne of the primary ways that you can interact with a Racker is by creating a ticket in the FanaticalSupportforMicrosoftAzureControlPanel.OurautomatedsystemswillalsocreateticketsforeventsonyourAzuresubscription(s)thatrequireeitheryourattentionortheattentionofaRacker.Forexample,our Rackspace tool formonitoring theMicrosoft Azure Serviceswill create a ticketwhen an alarm israised,allowingaRackertotriagethealarmandtakeappropriateaction.Anytimeaticketisupdated,youwillreceiveanemaildirectingyoubacktotheControlPaneltoviewthelatestcomments.

PhoneYoucancallthe24x7x365supportteamtospeaklivetoaRacker,andwe’llbehappytoassist.

Escalation/RemediationRunbookDuring the implementationprocess, Rackspacewillworkwith you to create a customizedmonitoringresponserunbook.ThisrunbookdefinestheRackspaceSupportteam’sstandardoperatingproceduresfor working with you onmonitoring alerts and includes custom escalation procedures in accordancewithbestpractices.Thesecustomerrunbooksaredesignedtopresenttherightinformation,attherighttime to our support teams. It’s important to be able to respond quickly and effectively to servicedisruptions. Providing relevant and focused guidelines to our support teams helps to maintain theavailabilityofcustomersolutions.

TechnicalAccountManager(TAM)TheTAMisyourprimarypointofcontactforallaccountissuesandwillownthemanagementofday-to-dayoperationsforyourAzureenvironments.

TechnicalOnboardingManager(TOM)The TOM is your personal contact for assistance with the Rackspace onboarding process. With theNavigator service level, the TOM provides initial guidance on using your account. With the Aviatorservicelevel,theTOMcoordinatestheprocessofgettingyourenvironmentsupandrunningonAzure.

MonthlyAccountReviewThe TAM will provide monthly reviews in order to analyze the performance of a customer’s Azureenvironment and provide recommendations for cost optimizations. This includes recommendationsaround the use of various types of Azure resources, root causes of alerts, and investigation forperformanceimprovements.Thereviewwillbebasedonthefollowingagenda:

• SupportTickets• MonitoringAlerts• UpcomingMaintenanceEvents• SLAMeasurement• PotentialCost-Optimization• Rackspace/MicrosoftBest-PracticeRecommendations• RecentEnvironmentChanges• UpcomingCustomerEvents• MicrosoftAzureAnnouncements


IncidentResponseRackspacewillrespondtoyoursupportrequestssubmittedtousviaticketinthefollowingtimeframes:

• Standard – If your Azure resources are functioning normally but you require information orassistance, wish to schedule maintenance, or require the completion of any othernonimmediatetasks,wewillrespondtoyoursupportrequestwithinfourhoursattheAviatorservicelevelandtwenty-fourhoursattheNavigatorservicelevel.

• Urgent – If your Azure resources are functioning improperly or at less than optimalperformance, but the failure is not impacting business transactions, we will respond to yourSupport requestwithin one hour at theAviator service level and four hours at theNavigatorservicelevel.PleasecallyourRackspaceSupportteamorTAMshouldyouneedUrgentpriorityassignedtoaticket.

• Emergency–IfyoucannotaccessyourAzureresourcesfromthepublicInternetresultingintheinability to complete business transactions,wewill respond to emergencymonitoring alarmswithinfifteenminutes(QualifyingAviatorservicesonly).

FanaticalSupportforMicrosoftAzureControlPanelAs a Rackspace customer, you can access everything related to your Rackspace-managed Azuresubscription(s)viatheFanaticalSupportforMicrosoftAzureControlPanelat:

https//mscloud.rackspace.com

TheFanaticalSupportforMicrosoftAzureControlPanelprovides:

• AccesstomanagelinkedAzuresubscription(s)• TheabilitytoraiseSupportTicketstoquicklyresolveanyissueswiththeservice• Manageusers,viewinvoicesandpaymenthistory

ADDITIONALSERVICESMigrationAssistanceTransitioningfromanexistingenvironmenttoAzurerequiresspecificexpertiseandresourcesskilledintechnologytransformation,migrationplanning,andriskmitigation.Rackspace,foranadditionalfeeandwith assistance from other businesses with which we work where needed, will own the process ofmigrating your applications toAzure. Please engage your sales representative for further informationregardingpricingandtimelines.

DatabaseSupportRackspacehasextensiveexperienceandcomprehensivesupportexpertisetoprovidedatabasesupportforSQLandMySQL.WeoperateteamsofhighlytrainedandcertifiedDBexpertsfocusedondeliveringanexceptionalexperience24x7x365.

Our experts are available through every stage of your project, from architecture and design, toadministrationandmonitoring.


AspartofourAviatoroffer,RackspacewillprovidesupportforAzureSQLdatabaseinstancesincludinginstallation,configuration,monitoring,troubleshooting,andlimitedresolutionwhenissuesarise.

Rackspace will also perform these services for databases installed in virtual machine instances uponcustomerrequest.

In addition to the database support offeredwithin Aviator, and for an additional fee, Rackspace canprovideadvancedDBAservicestailoredtoyourspecificneeds.

INCLUDEDINAVIATOR ADVANCEDDBAADD-ONSERVICE• Best-practiceGuidelines• Knowledgebase• CommunitySupport

• GeneralConsultations• AdvancedArchitectureDesign• PartnerEngagement

• DatabaseSetupandConfiguration• SQLServerClusterSetupandConfiguration(VM)• UserAdministration• SecurityAdministration• DatabaseHealthMonitoring

• PerformanceTuningandDiagnostics• SQLServerClusterSetupandConfiguration(VM)• DataImportandExport• SQLServerMirroringandLogShipping(VM)

• BackupandRecoveryAssistance • CustomizedMaintenancePlans• BackupandRecovery(VM)• Refresh andMigrate data between instances and

DataCenters• Point-in-TimeRecovery

• AvailabilityIssuesinProduction • In-DepthIncidentRetrospective

BenefitsofourDBAAdd-OnServicesinclude:

• Supporttodesigntherightdatabasearchitecture–OurDBAswillhelpyouacrossyourprojectlifecycle, including during the critical early decisions of application architecture, businesscontinuity,replication,datamodel,andkeyqueryoptimization.

• Improveuptimeandreduceincidentsinproduction–Ouradministrationandtroubleshootingservices include migration, backup, restore, and advanced monitoring of your application inproductiontohelpreducedowntimeandincidentsthatmayimpactyourbusiness.

• Focus your resources on your business requirements – Database administrators are a scarceandexpensiveresource.ByrelyingonRackspaceDBAServicesforyourSQLServerandMySQLdatabases,yourcurrentteamcanfocusonimplementingthoserequirementsthatonlyyoucanexecute,whilelettingourteamsupportyours.

• Reduce the burden on your DBA staff with our Fanatical Support – Your business does notsleep, and neither do we. Our DBA Services team will look after your application 24×7x365,usingourtoolsetofdatabasehealthmonitoring,replicationmonitoring,backups,recoveryandcustomizedmaintenanceplans,amongothers.

PleaseengageyoursalesrepresentativeforfurtherinformationregardingDBAservicespricing.

CustomDevOpsProfessionalServicesRackspacehasextensiveexperienceworkingwithDevOpsmethodologies,practices,andtoolchainsandcanassistcustomersinadoptingDevOpsmethodologiesandpracticesinsidetheirownorganizations.

AspartofourAviatoroffer,Rackspacewillprovidestandard,platform-levelDevOpssupportusingthenative Azure DevTest environment offering including installation, configuration, monitoring,


troubleshooting,andresolutionwhenissuesarise.PleaseseeAppendices1and2ofthisdocumentforadditionaldetailsincludingspheresofsupportandresponsibilities.Applicationperformancemonitoringwillbeavailableasanadd-onmanagedserviceinthesecondhalfof2016.

Rackspace DevOps Professional Services has two methods of delivering DevOps outcomes forcustomers:

• Workingwithyoutoidentifyandimplementanyadditionalcustomtoolingnecessarytoachieveyourbusinessgoals.

• Assisting you in evaluating and assessing the maturity of DevOps practices within yourorganizationifyouareintheearlystagesofyourDevOpsjourney.

FANATICALSUPPORTFORMICROSOFTAZUREDEVOPSSERVICECATALOG

FANATICALSUPPORT

FORMICROSOFT

AZURE(Aviator)

ADDONMANAGEDSERVICE

PROFESSIONALSERVICES

PRICINGMODEL

StandardNativeAzureDevTestEnvironments• Installation, configuration, monitoring, problem

resolution ü

INCLUDED(AVIATOR

FEE)ApplicationPerformanceManagement(APM)

• Installation, configuration and alert response ofAPMtools(e.g.,NewRelic)

ü MONTHLY

FEE

3rdPartyConfigurationManagement• Custom implementation of 3rd party tools (e.g.,

Chef) ü

PROSERVFEES

ChatOpsIntegration• Custom plugin integration between DevOps and

collaborationtools(e.g.Slack) ü

PROSERVFEES

DevOpsAdvisory• Workshops and training to advance customers’

DevOpsmaturity ü

PROSERVFEES

CustomProfessionalServices• Creationofin-depthcustomizationforyourapplicationutilizingtheMicrosoftDevOpstoolchain• Assistanceinthewritingofcustomizedconfigurationmanagementcodeusing3rdpartytools• Implementation and customization of continuous integration and continuous deployment

(CI/CD)toolchainsusing3rdpartytools• CustompluginintegrationbetweenDevOpsandChatOpstoolslikeSlack

DevOpsMaturity&StrategyPlanning• Learntheprinciples,benefits,andtoolsbehindasuccessfulDevOpsculture• Discover the techniques for building modern applications that are self-healing and self-

sustaining• Reviewyourcurrentbuildanddeploymentprocesseswithourexperts• DeveloparoadmapthatoutlinesyourgoalsandtimelinesanddefineshowtointegrateDevOps

automationintoyourenvironment• Classify applications and identify key stakeholders to help drive the adoption of DevOps

practices


As part of a DevOps Professional Services engagement, Rackspace will help deliver the outcomesrequiredviainternalortrustedpartner-ledresources.Theseareone-timeengagementsusinganagreedfixed time box, where we, or third parties with which we work, can help with application-specificengineering requirements. These include, but are not limited to, assistance with configurationmanagement,continuousintegration,continuousdeployment,andreleasemanagement.

Rackspace,FanaticalSupport,Aviator,Navigator,andotherRackspacemarksareeitherregisteredservicemarksorservicemarksofRackspaceUS,Inc.intheUnitedStatesandothercountries.Allothertrademarks,servicemarks,images,productsandbrandsremainthesolepropertyoftheirrespectiveholdersanddonotimplyendorsementorsponsorship.


APPENDIX1–ROLESANDRESPONSIBILITIESTherearetwopartiesinvolvedinsupportingyourAzureenvironment,specifically:

• You,thecustomer(includinganyin-houseITresources)• Rackspace,ourMicrosoftCertifiedsupportexperts

ForAviatorservicelevelcustomers,thetablebelowoutlinestheresponsibilitiesofthesepartiesduringyourAzureplatformdeployment.ForNavigatorcustomers,RackspacewillprovideaTechnicalAccountManager(TAM),consolidatedbillingacrossaccounts,andaccesstotheAzureconsoleusermanagementtools.

SERVICELEVELACTIVITIES RACKSPACE CUSTOMERSupportOperations Provide24x7x365Support&MonitoringResponseviaticketingandphone R,A C,IAccountManagementandTooling ProvidenamedTechnicalAccountManager(TAM)resource R,A C,IConductmonthlyaccountreviews R,A C,IRegularlyidentifyopportunitiesforcostandperformanceoptimization R,A C,IConsolidatebillingacrossAzuresubscriptionsforCSP R,A C,IEnrolAzuresubscriptionintotheRackspaceAzureControlPanel R,A R,C,ICreateaRackspaceco-adminaccountwithinthecustomer’ssubscription C,I R,ADecideonremoteaccessmethods(RDP/SSH)toIaaSVMs R,C,I R,AProvideopinionsandbest-practicesaroundaccountarchitecture,security,andresiliency R,A C,ISelectandEnrolIaaSVMsforguestOSsupport C,I R,AProvideprioritisedescalationtoourownnamedAzureengineersifneeded R,A C,IDiscovery Understandbusinessobjectivesandcurrentchallenges(e.g.migrationtoAzure,refactoringcurrentAzurefootprint) R,A C

Scheduleandconductdeep-divediscoverysession R,A CUnderstandsystemsSLAs,RTO,RPOrequirements R,A CDesign/Architecture Definearchitectureoptionstobeconsidered(e.g.Lift&Shiftvs.refactoring) R,A CDecideonpresentedarchitecture(s) C,I R,AGeneratehigh-levelapplication/logicaldiagramsforproposedarchitecture(s) R,A C,IGeneratedetailedinfrastructureschematicsforproposedarchitecture(s)(e.g.VNet,subnetsandnetworksecuritygroupdesign,etc.) R,A C,I

Authorsolutiondesigndocument R,A C,IDesignforHighAvailabilityandsecurityfirstapproach R,A C,IDesignforsizing/scalabilityandperformance R,A C,IInfrastructureImplementation Create,testanddeployinfrastructure(Networking,Storage,ComputeandAD) R,A C,IConfigureIaaScomponentswithVMextensions(antimalware,monitoringanddiagnostics)(supportedVMsonly) R,A C,I

DeployingunsupportedVMs R,C,I R,A,IUseracceptancetesting C,I R,AConfigure&testWANconnectivity(ExpressRoute,SitetositeVPN)(RSControlledside) R,A,I R,C,IEnsurepropermanagementofresourcesusingresourcegroupsandtagging R,A C,INetworkandAccessSecurityImplementation* Create,test,andapplyIAMrolesandpolices R,C,I R,A,C,ICreate,test,andapplySecurityGroupsandNACLs R,C,I R,A,C,IOperatingsystemusermanagement C,I R,AAntiVirusinstallation R,I A,C,IApplicationImplementation DeploymentofApplicationcode/sourcecontrol(Git/VSTS,etc.) C,I R,AMigrationofapplicationdata C,I R,ADatabaseschemacreation,migration,andimport C,I R,ADevelopmentanddeploymentofconfigurationmanagementartefacts(Chef,Salt,Ansible,etc.) C,I R,ACreationandmanagementofcontinuousintegrationandcontinuousdeploymentpipelines C,I R,AActiveDirectory


ConfigureAzureActiveDirectory R,A,I R,C,IPromotenewDomaincontrollersinAzure R,A,C,I R,C,IExtendDomaincontrollertonewIaaSVMinAzure R,A,C,I R,C,IExtendingon-premdomainstoAzureActiveDirectory C,I R,A,C,IProcureAzureActiveDirectoryaccountsforAADpremium I R,A,C,IConfigureDNSforAzureActiveDirectory C,I R,A,C,IManageAzureActiveDirectoryusersandgroups R,A,C,I R,A,C,IConfigurationofActiveDirectoryDomainServices R,C,I R,A,C,IMonitoring ConfigurationofOperationalInsightsworkspace R,A,C,I C,IDeploymentofOperationalInsights“IntelligentPack” R,A,C,I R,C,IAddingAzureIaaSVMstoOperationalInsightsworkspace R,A,C,I ICreationofApplicationInsightsworkspace R,C,I R,A,C,IConfigurationandmanagementofApplicationInsights C,I R,A,CCustomeventloggingandalerting C,I R,AConfigurationofApplicationSynthetictransactionmonitors C,I R,AConfigurationofApplicationPerformanceMonitoring(e.g.NewRelic,AppDynamics,etc.) C,I R,ATicketing/Alerting Definitionofalerttriggers,thresholdsandremediation R,A,I C,IConfigurationofstandardalerts R,A,C,I IConfigurationofcustomalerts R,C,I R,A,IOperationalInsightsworkspaceconfiguration R,A,C,I IResponsetoAlertswithinSLA’s&initialtroubleshooting R,A C,IBackupsandDisasterRecovery** CreationofBackupVault R,A,C,I C,ICreationandmanagementofbackuppolicies R,A,C,I C,IManagementofbackupschedules R,A,C,I C,IInstallationoffileagentbackup C,I R,A,C,IRestoringIaaSVMs C,I R,A,C,IConfiguration,management,testingandfailoverofAzureSiteRecovery C,I R,A,C,IPatching OSAutoPatching R,A,I C,I3rdpartyPatchingsystem C,I R,A,I*SecurityresponsibilitiesaresharedbetweenRackspaceandcustomer**CustomerisaccountableforvalidatingworkRackspaceisperformingaroundBackupandReplicationactivities.Rackspaceisnotliableforensuringintegrityofcustomerdata.Regulartestingandvalidationofbackedupdatashouldbeapartofacustomer’songoingDisasterRecoveryandBusinessContinuityPlanning.


APPENDIX2–SUPPORTEDAZURESERVICESCustomersof Fanatical Support forMicrosoftAzureareable to select from theAzureproductgroupslisted below to build their hosted infrastructure. Rackspace provides best practice opinions (bothdevelopedwithMicrosoftandourexperience)aroundtheAzureproductset.

BelowarethesupportedAzureservices:

NOTE:SomeproductslistedbelowmaybesubjecttodifferentTerms,Conditions,ServiceLevelAgreements,andlevelsofsupport.

• ComprehensiveSupport–Rackspacehassubstantialsupportexpertiseandhasdevelopedspecificsupportservices• ReasonableEffort– reasonableactivitiesundertaken to resolve issuesbutnoguaranteeof resolution.Escalationmanagement to

Microsoftwhererequired.Overtimebesteffortfeaturesmaytransitionintocomprehensivesupport

Customersareabletodeployresourcesoutsidethelistdocumentedbelow,howeverRackspacedoesnotrepresentexpertiseintheseareas.Rackspacesupportcanbeengagedforspecialescalationscenarioshoweverfeedbackandresponsivenessmaybelimited

Feature ComprehensiveSupport ReasonableEffort

Compute

VirtualMachines l

VirtualMachineScaleSets l

CloudServices l

RemoteApp l

Batch l

Web&Mobile

WebApps l

LogicApps l

Data&Storage

SQLDatabase l

Storage l

Import/Export l

RedisCache l

DocumentDB l

Search l

Analytics

HDInsight l

Networking

VirtualNetwork l

TrafficManager l

ExpressRoute l

AzureDNS l

LoadBalancer l

VPNGateway l

ApplicationGateway l

Media&CDN

CDN l


HybridIntegration

ServiceBus l

Backup l

SiteRecovery l

Identity&AccessManagement

AzureActiveDirectory l

Multi-FactorAuthentication l

AzureActiveDirectoryB2C l

AzureActiveDirectoryDomainServices l

DeveloperServices

VisualStudioApplicationInsights l

AzureDevTestLabs l

Management

Scheduler l

Automation l

LogAnalytics l

KeyVault l

SecurityCenter l

InternetofThings

NotificationHubs l

MachineLearning l

EventHubs l

StreamAnalytics l

AzureIoTHub l


APPENDIX3–INCIDENTMANAGEMENTANDRESOLUTIONPROCESS

IncidentManagementIncidentmanagement refers to themanagementof incidentswhere restorationof the services is theprimaryobjective.Rackspaceendeavorstorestorenormalserviceasquicklyaspossiblewhenaproblemorincidentoccurs.

Rackspacewillapplyaconsistentapproachtoall incidents,exceptwhereaspecificapproachisagreeduponwithyouinaccordancewithyouraccount’scustomrunbook.

• Incidentscanbeinitiatedbyeither:o Namedcustomercontactso Rackspaceo Eventmanagementtools(e.g.AzureOperationalInsights)

• All incidents are logged in tickets accessible via the Fanatical Support for Microsoft AzureControl Panel. Rackspace Support teams will investigate the incident in accordance with theagreedserviceleveloncelogged.

• PriorityforticketsenteredmanuallyviatheFanaticalSupportforMicrosoftAzureControlPanelare initially set to “Standard”. Should you desire an escalation of priority, please phone yourRackspaceSupportteamoryourassignedTAM.Incidentsloggedwithaspecificprioritywillnotbechangedtoanotherprioritywithouttheagreementofallpartiesinvolved.

• Prior to investigation, Rackspace support will carefully review instructions on your account(documentedviatheCustomRunbook&AccountManagementguidelines).

• Rackspacewillcollaboratewithyouaswellaswithanythirdpartiesyounominateastechnicalcontacts through the Fanatical Support for Microsoft Azure Control Panel to resolve theincident.

• Atalltimesyouwillhavevisibilityintowhichsupportengineerisworkingontheincident.• The Rackspace Support teams will communicate regularly with you throughout the incident,

detailingtheirfindingsandanyactionstaken.• Ifasupportengineer isunableresolvean incident,theymayescalatethe incidentatanytime

until resolution is achieved. Thisescalationmaybehierarchical (toamore seniorengineeror


theTechnicalAccountManager)orfunctional(involvingspecialisttechnicalexpertisefromotherfunctionalgroupsorMicrosoft).

• Theactionrequiredtoresolveanincidentwillvarydependingoninvestigativefindings.Insomecases,aproposedsolutionmaybecomplexorcauseadditionaldisruptiveimpacttoyourAzureenvironments. Inthesecases, the incidentwillbehandledasachangethroughtheRackspacechangemanagementprocess,andyouwillbeconsultedtodeterminethetimewindowduringwhich the solutionor changemaybe implemented.Alternately, youmaybe required to takeactiontoresolvetheincident,whichwillbecommunicatedshouldsuchneedoccur.

• Anincidentisdeemedclosedwhenyouconfirmthatitisresolved.Thisisachievedthroughtheincidentticketbeingsetto“Solved”status.Youmayclosetheticketorreopenitifyoubelievethatfurtherworkisrequired.


APPENDIX4–CHANGEMANAGEMENTPROCESS


APPENDIX5-SUBSCRIPTIONMANAGEMENTCo-AdministratorAccessTo enable full support for your Azure subscription, Rackspace requires co-administrator access.DependingonhowyouacquireyourAzuresubscription,thismayrequireyoutoaddRackspaceasaco-administratordirectly.

Several of our support offerings require that the co-administrator account be an “organizationalaccount”ratherthana“Microsoftaccount”.Ifyouareunableorunwillingtoprovideanorganizationalaccount for co-administration use, some support servicesmay not be available ormay be limited inscope.

The co-administration account credentials will be stored within a secure password repository atRackspaceandutilizedbyourtechniciansduringsupport,troubleshooting,deployment,etc.activities.

AzureActiveDirectoryServicePrincipalRackspacemustdeploy anAzureActiveDirectory ServicePrincipal. ServicePrincipals inAzureADareused to assign permission levels to securable resources within the scope of a particular Azuresubscription.WhenassociatedwithanAzureADApplication,theycanbeusedtoenableprogrammaticaccesstoazureresourceswithinthatsubscription.

WhenFanaticalSupportforMicrosoftAzureisenabledforasubscription,aServicePrincipaliscreatedandgrantedreaderaccesstotheresourceswithinthatsubscription.ThisallowsRackspaceautomationsystemstointeractwiththesubscriptioninordertofacilitatemanagementandintegrationtaskssuchasportalviews,resourcestracking,etc.

ServicePrincipalsaregrantedaRoleBasedAccessControl(RBAC)securitygroup.Thisallowsagranularassignmentofpermissionstospecificresourcesandaccesslevelsfortheserviceprincipal.Whenacode-floworprogrammaticaccessmodelisusedwithaServicePrincipal,akeyisusedtoauthenticateagainstAzureActiveDirectory.Thiskey iseasilyexpired incase iteverbecomescompromisedor ifaccessviatheServicePrincipalshouldberevoked.


APPENDIX 6 - Azure Service Manager (ASM) versus Azure ResourceManager(ARM)

Azure allows users to deploy infrastructure using one of two models, either Azure Service Managermode (also known ASM, Classic, or “V1”) or Azure Resource Manager mode (also known as ARM,Resource Manager, or “V2”). Unless you have already provisioned your platform using ASM, werecommendsolutionsbedeployedusingARM.

PleasenotethatsolutionsdeployedusingARMcontainimportantdifferencesfromtheASMdeploymentmodel,andthetwomodelsarenotcompletelycompatiblewitheachother. IfyourAzuresubscriptionhas infrastructure running in bothmodes, wemay recommend that you redeploy existing resourcesthroughARM.Thiswillsimplifythedeploymentandmanagementofresourcesgoingforward.

DeployingservicesinARMprovidesthefollowingadvantages:

• Securityimprovements• Access to the latest Azure services (either in generally available or available in preview) as

Microsoftreleasesthem• Repeatabledeploymentsusingdeclarativetemplates• AccessmanagementtoAzureresourcesusingRole-BasedAccessControl(RBAC)• FasterdeploymenttimesusingparalleldeploymentsofVirtualMachines(VMs)

NotethatyoursubscriptionmustuseARMresources inordertoqualify forAviatorsupport.SeetheFAQsformoreinformation.


APPENDIX7–FREQUENTLYASKEDQUESTIONSQ: WhatisthemaindifferencebetweenNavigatorandAviator?

A: Navigator support is restricted to the Azure platform itself. Rackspace will provide best practiceadvice,monitoring, resourceanalysis,andescalationsupport forAzureplatformcomponents.Thecustomerisstillresponsibleforalldeploymentactivitiessuchasvirtualnetworks,virtualmachines,storageaccounts,etc.RackspacedoesnotprovidesupportofguestVMinstancesatthislevel.

Aviatorisacomprehensiveserviceofferingwhichincludesdeploymentandongoingmanagementofindividual operational components. Please see service matrix for a more detailed view of thesupportfeaturesandactivities.

Q: Whatdoes“Azureplatformsupport”mean?

A: Azure platform support encompasses those activities that can be accomplished with minimalinterventionwithintheAzureoperationsportal.

Q: I have different environments (development, testing, production) and would like a differentservicelevelforeachenvironment.HowdoIdothat?

A: Service levels areapplied toa subscription. So, youwouldneedaminimumof two subscriptions,oneforeachservicelevel.Forexample,ifyouwantAviatorfordevelopmentandtesting,thenyoucouldcombinebothofthoseenvironmentsintoasinglesubscriptionandhaveasecondsubscriptionforproductionunderNavigator.

Q: IfIhaveanexistingdeployment,canIpurchaseAviatorforit?

A: Yes.RackspacewillperformananalysisoftheenvironmenttoensuresupportabilityattheAviatorlevel.Thisevaluationmay result in recommended remediationactivitieswhichcanbehandledbythecustomerorRackspace(servicefeesmayapply).

Q: CanIpurchaseAviatorifIamusingClassic(ASM)resources?

A: No. Because of the nature of our support tools and automation for Aviator, we only supportResourceManager (ARM) resources.However,Rackspacecanassist inmigratingClassic resourcesforafee.

Q: CanIdowngradefromAviatortoNavigator?

A: Yes.

Q: If IpurchaseAzure throughRackspaceunder theCloudSolutionProvider (CSP)agreement,do Ihavetochooseaspecificsupportlevel?

A: No.TheCSPprogramofferstheconvenienceofasinglepurchasingpointforbothAzureservicesandFanaticalSupportforMicrosoftAzure.BothNavigatorandAviatorareavailableforCSPcustomers.


Q: IfIamaNavigatorcustomer,willRackspacedeploymyresources?

A: No. Under the Navigator service level, customers are required to deploy their own resources.Rackspace will provide configuration support for existing resources as specified in the supportoverview.

Q: IfIamanAviatorcustomer,amIrequiredtohaveRackspacedeploymyresources?

A: No. Rackspace provides established standards for resource deployment in order to ensuresupportability.However,failuretoabidebythesestandardsmayimpactsupportservicecapabilities.

Q: If I amaNavigator customerand I havean issue,howdoesRackspacedeterminewhether it issupportedattheAzureplatformlevel?

A: If the situation is unclear, we suggest submitting a ticket for Rackspace evaluation. We havecommoncriteriaweleveragetohelpdeterminewhichlayermaybepresentingissues.

Forexample,youmayhaveaVMthisperformingpoorlybutareunsurewhattheperformanceissueis.

ForNavigatorcustomers,wewouldchecktheAzurehealthandauditlogsforindicationofplatformservice issues.Wemayenablediagnostics for the storagecontainerusedby theVMand look forinstancesofresourcestarvation.However,RackspacewillnotlogontotheactualVMorreviewanyoperatingsystemperformancecounters.

Q: IstherealimittothenumberofescalationsIcanhaveateachservicelevel?

A: No. However, Navigator customers with substantial numbers of cases may be encouraged toincreaseservicelevelsinordertoprovideamorecomprehensivesupportexperience.

Q: Can I consume additional Rackspace Azure service offerings on Navigator (RackspaceManagedSecurity(RMS),DBAServices)?

A: Yes.

Q: HowdoesRackspaceleverageAzureResourceManagertemplates?

A: RackspacehasanumberofproprietaryandbestpracticetemplatesthatwillbemadeavailabletobothNavigatorandAviatorcustomers.

Navigator:

• Accesstobasictemplatelibraryonly

• Customerisresponsibleforalltemplatedeploymentandtroubleshooting

• CustomerwillnothaveaccesstoRackspaceaddonservicestemplates


Aviator:

• Accesstocompletetemplatelibrary

• Rackspacewilldeploytemplatesonthecustomer’sbehalf

• Rackspacewilltroubleshootdeploymentfailures

• Customer will have access to templates that relate to add-on Rackspace offerings (RMS,Sharepoint,etc.)

Q: WillRackspacecreatecustomARMtemplatesforme?

A: Yes, for Aviator customers. ARM template creation will be limited to basic infrastructure andservices(VM,storage,network,AppService,AzureSQLDatabase,etc.)andexistinggallerysoftwareitems.

Q: WillwehavedifferentSLA’sbetweenNavigator&Aviator?

A: Yes.ForNavigatorcustomers, there isnoEmergencySLA.ForAviatorcustomers,allSLAtypesareavailable.

Q: WhatistheminimumservicelevelforAzureSiteRecovery?

A: AzureSiteRecoverysupportisonlyofferedunderAviator.

Q: Whatarethetypicalbuildtimelinesfornewdeployments?

A: Thisisdependentuponthesizeoftheenvironmentandthecomplexityoftheconfiguration.

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