Our Promise to You

As a Rackspace customer, we want to make sure you enjoy the best possible experience every day that you’re with us. Every one of our Rackers goes the extra mile to deliver superior, seamless service. We call it Fanatical Support. You’ll love it. And if you don’t, you’re free to walk away.* Every time you interact with us, we want you to experience Fanatical Support® in action. It’s the heart and soul of who we are, and it’s why our customers love us.

Fanatical support isn’t just what we do. It’s who we are. And we demonstrate it with five key pledges*:

  • Responsiveness
    We support you whenever you need it: 24/7/365.
  • Ownership
    We treat your business as professionally as our own. We always act in your best interests and look to achieve the best outcome for you.
  • Resourcefulness
    We help you select the best solution - without selling you things you don’t need.
  • Expertise
    We provide all our expertise, best practice and engineering know-how directly to you.
  • Transparency
    We tell it how it is - with honest answers that aren’t scripted. If we make a mistake, we’ll admit it and fix it.

*We live by these promises, and deliver on them. However, if you reasonably believe we have failed to meet these Five Elements of Fanatical Support, we will make it right:

1. Your Rackspace Service Delivery Manager will coordinate a thorough investigation of the cause of the event and develop an action plan to remedy the immediate issue and prevent similar issues from happening in the future.
2. You will have access to a manager 24x7x365 for issue escalation—and, if necessary, you can even escalate your issue to our Executive Team.
3. If we fail to meet the commitments of the action plan, you may terminate your contract by providing written notice describing the incidents, 30 days in advance, given that you are not overdue on any account, have not been overdue for at least 60 days prior to the date of notice, and you have not otherwise been in breach of the Master Service Agreement or Acceptable Use Policy.

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