Some cloud vendors provide basic break-fix support. Fanatical Support is different. It's a results-obsessed, can-do approach to customer service that infuses everything we do. You don’t pay extra for it. It comes as standard equipment.
Fanatical Support means that our engineers and their specialized expertise are always available to you, 24x7x365. We do some of our best work at 3 a.m. Sunday and on Thanksgiving Day.
Our customers think of us as an extension of their teams—and that’s how we think of ourselves. We’re available for everything from guidance on your IT architecture to helping you implement proactive monitoring and DDOS protection solutions for your infrastructure, and offering application-level support for, say, Hadoop and Hybris.
Our industry-leading service level agreements guarantee exceptional reliability and uptime. We’ve delivered 99.999% infrastructure uptime for years. But we regard our SLAs as just the beginning of our commitment. Fanatical Support means that we’re driven to exceed your expectations, to always have your back, and to serve as full partners in your success.
Fanatical Support Isn’t Just a Slogan
It isn’t just expert and friendly service (though that’s part of it). It’s the result of a complex business process that we’ve refined for 15 years.
It starts with the way we hire: for attitude and aptitude. Then we train for technical skills. We do that at scale, in our offices worldwide and through local colleges, constantly enhancing each Racker’s ability to leverage the latest technologies on your behalf.
Fanatical Support is something that we measure carefully by surveying about 1,000 of our 300,000+ customers every day. Support teams are assessed and rewarded based on those surveys and on the proportion of their customers who stay with us, grow with us, and recommend us to their friends.
Fanatical Support flows from our belief that exceptional customer service can’t be commanded. It can only be volunteered by Rackers who are empowered to spend time and resources to serve their customers, without asking anyone’s permission—who get to know their customers and find fulfillment in helping them succeed, grow, invent things, and create jobs.
Fanatical Support flows from the strength of a workplace culture that has helped us become one of the best places to work. Our culture has attracted so many applicants that we accept a smaller percentage than Harvard does. It’s no coincidence that we hire a lot of military veterans. We’re the few, the proud.