Rackspace responsibility vs. Admin responsibility


The following article will explain the responisibilities of an Email & Apps Administrative role, the role of a user who has no administrative privelages (end user), and the role the Rackspace Support Team.

 

Rackspace responsibility vs. Admin responsibility

How does Fanatical Support work?

Your email services include expertise in server management, maintenance, patching, updates, as well as Fanatical Support for your Administrators. We try to make email administration as simple as possible, but of course we are here to help 24x7x365!

 

Does Fanatical Support extend to my end users?

Our support is designed to give your Administrators somewhere to turn in the event they can’t figure out a problem, or require further troubleshooting assistance. We understand that email setup and troubleshooting can be a cumbersome task for your organization. That’s why we have built a robust Knowledge Center for your users to reference when help is needed. We have articles covering anything from setup to advanced troubleshooting.

 

What is an end user?

An end user is anyone that is not listed on the account as an administrator or contact. This would be anyone in your organization that has an email account but is not listed to perform administrative changes on the account.

 

What is an Email Administrator?

An Email Administrator is the person(s) listed on the account that is responsible for adding/editing users, setup of mailboxes, setup of end user clients and devices, and maintenance of the account. This is typically someone in your IT department or owner/manager of smaller organizations. Want to add someone as an admin? Please view the following article: Adding An Administrator

 

What are my responsibilities as an Administrator?

What we provide Administrators

What Administrators provide for end users

24x7x365 chat, phone and ticket support

Handling of all user support contacts and questions

 

Provide support/troubleshooting

Provide support/troubleshooting/setup for end users

Automatic setup tools such as AutoDiscover, iPhone Setup Tool for Exchange, Outlook setup tool, etc.

Provide access to Rackspace Knowledge Center and other resources to your end users

Knowledge Center filled with useful troubleshooting information and setup instructions

Maintain account information and Administrator contact list via Control Panel

 

How can I prepare my end users to get setup with email on their client or mobile device?

Our support site offers multiple articles that will provide you and your end users with step-by-step instructions on client and mobile device setup. Here are a few links to our support page:

 

Why can’t Rackspace provide support for my end users?

We pride ourselves in fanatical support. And that means fanatically keeping your account safe and secure. For this reason, we will be unable to share any account level information or provide support for end users. 



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