Intensive Care Approach

An Holistic Approach to the Ongoing Service and Support of Customers

The more complex an application, the deeper the level of understanding a hosting provider needs to have to be able to properly manage the application hosting platform. Intensive™ Hosting from Rackspace® takes a holistic approach to the ongoing service and support of each customer, called IntensiveCare™. Key features of IntensiveCare™ are:

Dedicated Intensive Account Manager (AM)- The IntensiveCare approach revolves around your Intensive AM. The AM is your single point of contact for all issues, technical and non-technical.
Dedicated Intensive Lead Technician- Paired with the AM, your lead tech has a deep understanding of the configuration and performance on your specific hosting environment. This includes a deep understanding of the custom application you are running.
Team of Level III Engineers- Each AM is backed by an entire team of Intensive engineers for 24x7 monitoring and management of your hosting environment.
Customised "RunBook"- During the implementation process, a customised runbook is created for each individual customer. This runbook defines the Intensive team's standard operating procedure in dealing with your IT team. It includes everything from custom escalation procedures to customer defined monitoring thresholds that act as triggers for action by the IntensiveCare team.
Monthly Account Review- Rackspace carries out monthly account reviews in order to gain an insight into the performance and profitability of a customer's Web-based operations, reporting on all aspects of activity and operations.
Application Problem Management- Rackspace project manage incidents, including a post issue summary and root cause analysis.
Capacity Planning and Scalability Review- Rackspace takes responsibility for keeping a scalability plan based on your business projections to ensure smooth scaling during times of business growth.