The Elements of Fanatical Support
What You Can Expect from Rackspace Every Day
Fanatical Support® isn't just what we do. It's really what makes us, well, us. It's our drive to do more than what our Contracts, Service Level Agreements and Guarantees say we will. It's our need to make a difference every day to you and every customer. We promise to provide Fanatical Support with:
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 or services
- 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 and 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 or services based on industry and technology expertise
Transparency
- We actively listen and provide you with direct and individualized 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