Fanatical Support® isn't just what we do. It's really what makes us, well, us. We promise to provide you with Fanatical Support through these 5 criteria but if we don't we'll even let you leave Rackspace before your commitment is up. But we're sure it will never come to that:
Responsiveness
- Service will be provided by a support team that will be available to you 24x7x365
- We will be accessible to you 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
Expertise
- We will have subject matter experts available that know how to identify problems and offer solutions
- Our support teams will provide advice to you about your Rackspace environment based on industry and technology expertise
Transparency
- We actively listen and provide you with direct and individualised 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
