Hosted Skype for Business at Rackspace Services Terms and Conditions
In addition to the other terms of the Agreement, your use of Hosted Skype for Business Services is
subject to the following additional terms and conditions:
1. Additional Defined Terms
Some words used in these Hosted Skype for Business Services Terms and Conditions have particular
meanings:
“Hosted Skype for Business Services” means the provision of multi-tenant Microsoft Hosted Lync unified
communications platform as part of your Hosted System, as further described in your Services
Description.
“Seats” means number of Skype for Business users enabled for your Hosted Skype for Business Services.
“Support” means availability of live support twenty four hours per day, seven days per week, year
round.
2. Support
2.1 Rackspace shall provide Support to Standard Plan Customers for the following features of Hosted
Skype for Business Services:
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 SSL encrypted instant messaging: the ability to transfer text messages in real time over an
Internet Protocol (IP) network
 peer to peer video chat: one-to-one computer-based audio and video calls to other Skype for
Business users
 SSL encrypted file transfer: PC-to-PC file transfer capability that permits users to transfer files
as
part of a Skype for Business session

 presence: the ability to detect another user’s availability
2.2 In addition to the features listed under Section 2.1, Rackspace shall provide Support to
Enterprise Plan Customers for the following features of Hosted Skype for Business Services:
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 content sharing: PC-to-PC and multiparty data desktop sharing, application sharing, virtual
whiteboard sharing, and polling
 multiparty audio conferencing and video chat: to other Skype for Business users (might not be
available in certain countries due to regulatory restrictions)
 meeting creation from Outlook: plug-in that provides users with single-click scheduling
(requires Microsoft Outlook 2010 or above)
 Skype for Business federation to external Skype for Business: Allows users to communicate
with Skype for Business users outside their Skype for Business domain with a federated Skype

for Business domain. (as long as the two Skype for Business domains are correctly configured,
supported, and permitted for federation
 federation with Skype, upon Customer request via ticket: allows text-based IM conversations,
presence, and peer-to-peer audio between Skype users and Skype for Business Online users on
an AS IS basis
2.3 Support is limited to the following aspects of Hosted Skype for Business Services:
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 installation of a Microsoft published Hosted Skype for Business client on your Hosted System;
 initial provisioning of Hosted Skype for Business Services; and
 issues with the basic functionality of Hosted Skype for Business Services.
2.4 Support excludes any issue caused by technology not included in your Hosted System or any
issue related to technology outside Rackspace’s reasonable control such as mobile device
quality, mobile carrier service failures, or the quality of internet connections.
3. Infrastructure Requirements
Rackspace’s obligation to provide Support is contingent on Customer meeting the following
minimum system requirements (“Minimum System Requirements”):
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 Hosted System must meet the recommended minimum requirements outlined by Microsoft
at: http://technet.microsoft.com/en-us/library/jj688134.aspx;
 Hosted System must include at least the minimum bandwidth recommended at:
http://www.rackspace.com/knowledge_center/article/hosted-microsoft-lync-bandwithrequirements;
 Hosted System firewall must be configured to allow Skype for Business traffic; and
 mobile features available with Hosted Skype for Business Services require that mobile users
maintain a data
plan with a mobile carrier.
4. Service Level Guarantee
4.1 Availability. We guaranty that your Hosted Skype for Business Services will be available 100%
of the time in a given calendar month, excluding Downtime due to Maintenance.
4.2 Downtime. Hosted Skype for Business Services “Downtime” means any period of time when
users of the Hosted Skype for Business Services are unable to conduct instant messaging with
other users within the same
domain. Downtime is measured from the time a Support ticket is submitted to Rackspace until
availability of the feature is restored.
This Service Level Guarantee does not apply to Downtime that results from a failure outside
of Rackspace’s reasonable control, such as your connection to the Internet, your computer, your
mobile device, or your systems. You are not eligible for the Service Level Guarantee if Downtime
would not have occurred but for your failure to meet the Minimum System Requirements listed
in Section 3 above.
4.3 Maintenance. For the purposes of this Service Level Guarantee, Maintenance shall mean:
1. Rackspace maintenance windows - modification or repairs to shared infrastructure that
we have provided notice of on our system status page at
http://status.apps.rackspace.com; or
2. Emergency maintenance – critical unforeseen maintenance needed for the security or
performance of your configuration or Rackspace’s network.
4.4 Credits. In the event of Downtime (excluding Downtime due to Maintenance), you are eligible for a
credit as follows:
a. if the Downtime continues for five (5) consecutive hours or more, you may request a credit equal to
the monthly recurring fee for the affected Hosted Skype for Business Services multiplied by the
percentage of your Seats affected (the "Maximum Credit"), up to 100% of the monthly recurring fee for
the affected Hosted Skype for Business Services for any calendar month; or
b. if the Downtime continues for less than five (5) consecutive hours, then you may request a prorated
portion of the Maximum Credit equal to the number of minutes of downtime divided by 300 minutes
(five (5) hours), up to 100% of the monthly recurring fee for the affected Hosted Skype for Business
Services for any calendar month.
You must request a credit through your control panel within seven (7) days following the end of
Downtime. Your request must describe the Downtime, including the specific Services affected, the start
and end time of the Downtime, a percentage or list of Seats affected, and specifically how your use of
the Hosted Skype for Business Services was adversely affected by the Downtime.
4.5 Limitations. You are not entitled to a credit if you are in breach of the Agreement (including your
payment obligations to us) at the time of the occurrence of the event giving rise to the credit until you
have cured the breach. You are not entitled to a credit if the event giving rise to the credit would not
have occurred but for your breach of the Agreement or misuse of your Hosted System.
5. Hosted Skype for Business Mobile Clients
Use of any mobile wireless component of your Hosted Skype for Business Services is subject to the
following additional terms:
5.1 You acknowledge that Rackspace does not have expertise or specialized training with respect to the
mobile wireless components, and agree that Rackspace's support obligation with respect to these
components is limited to such efforts as may be reasonably expected of technicians having generalized
knowledge and training in information technology systems.
5.2 The mobile wireless components of the Hosted Skype for Business Services contain "strong
encryption" that is controlled for export by U.S. laws and the laws of other countries.
5.3 Use of certain mobile features in connection with a mobile wireless device may result in data usage
charges billed from the wireless service provider to the mobile device user. Mobile device users are
solely responsible for any fees, including data usage fees that may be billed by the wireless service
provider.
5.4 Rackspace does not provide or distribute mobile clients for Hosted Skype for Business Services.
Rackspace Support for mobile clients is limited to those clients published by Microsoft.
6. Third Party Functionality
Rackspace may be able to assist with the installation or code deployment of certain third party
applications used with Hosted Skype for Business Services, however, such assistance is considered an
Unsupported service as described in the applicable Product Terms and Conditions. Rackspace will not
attempt to troubleshoot or resolve any issues related to third party applications.
7. Usage Data
We may collect and store information related to your use of Hosted Skype for Business Services, such as
the frequency of use of instant messaging features, file transfer usage, and other statistical information
about Skype for Business features used with the Services.
8. Automated Use
Hosted Skype for Business Services is not designed to be used with automation tools, such as automated
distribution or receipt of messages from web servers. You may not use any automation tool that
interrupts Rackspace services or otherwise affects Rackspace’s shared resources. Support will not be
provided for any issues involving your use of automation tools.
9. Software License Notice
.
10. Country Specific Terms (Services provided from Australia) - Australia Consumer Law
If you have purchased Hosted Skype for Business Services that will be provided in whole or in part from
data centers or other Rackspace facilities located in Australia, then this term shall also form part of this
Agreement. For the purposes of this clause, "Australia Consumer Law" means Schedule 2 to the
Competition and Consumer Act 2010 (Cth); "Non-excludable Rights" means a condition, warranty, right
or guarantee implied by relevant legislation, including the Competition and Consumer Act 2010 (Cth),
the exclusion of which from the Agreement would cause part or all of the Agreement to be void. Where
Non-Excludable rights apply under Australia Consumer Law, Rackspace’s goods come with guarantees
that cannot be excluded by Australia Consumer Law. You are entitled to a replacement or refund for a
major failure, and compensation for any other reasonably foreseeable loss or damage. You are also
entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure
does not amount to a major failure. Any reference to a consumer price index means the All Groups
Consumer Price Index as published by the Australian Bureau of Statistics.
Source URL: http://www.rackspace.com/information/legal/hosted-skype-for-
business-terms
HOSTED SKYPE FOR BUSINESS IS LICENSED UNDER THE AVC, THE VC-1, THE MPEG-4 PART 2 VISUAL, AND
MPEG-2 VIDEO PATENT PORTFOLIO LICENSES FOR THE PERSONAL AND NON-COMMERCIAL USE OF A
CONSUMER TO (i) ENCODE VIDEO IN COMPLIANCE WITH THE ABOVE (VIDEO STANDARDS) AND/OR (ii)
DECODE AVC, VC-1, MPEG-4 PART 2 OR MPEG 2 VIDEO THAT WAS ENCODED BY A CONSUMER ENGAGED
IN A PERSONAL AND NON-COMMERCIAL ACTIVITY AND/OR WAS OBTAINED FROM A VIDEO PROVIDER
LICENSED TO PROVIDE SUCH VIDEO. NO LICENSE IS GRANTED OR SHALL BE IMPLIED FOR ANY OTHER
USE. ADDITIONAL INFORMATION MAY BE OBTAINED FROM MPEG LA, L.L.C. SEE
http://www.mpegla.com/index1.cfm
© 2015 Rackspace, US Inc. — Global Terms — Revised Friday, March 06, 2015