Definition

Rackspace Fanatical Support

Rackspace Fanatical Support is Rackspace's customer service program, which provides support for customers using its managed hosting services and cloud platforms. Rackspace also offers Fanatical Support services for customers of Microsoft Azure, Amazon Web Services, Google Apps for Work and VMware vCloud.

Rackspace offers two types of managed service levels under its Fanatical Support program: Managed and Intensive. At the Managed level, a customer receives what Rackspace calls "on-demand support," which includes around-the-clock support team availability, rapid response to monitoring alerts, and Rackspace assuming responsibility for a user's network and hardware uptime.

The Intensive service level is what Rackspace calls "proactive support," and offers additional services, such as recurring consultation and custom implementations.

The Rackspace Fanatical Support team includes an account manager, who acts as the customer's point of contact, as well as business development consultants, system engineers, support technicians, support specialists, billing specialists and representatives of the Rackspace Professional Services and Data Center Operations groups.

According to the Rackspace web site, its support team includes:

  • 3,000+ cloud engineers
  • 200+ Microsoft certified professionals
  • 165+ Cisco certified professionals
  • 160+ Red Hat certified engineers
  • 149+ VMware certified professionals

Fanatical Support is available 24 hours a day, seven days a week, and 365 days each year. Customers can get support by phone, email or online chat. Rackspace use Net Promoter, a tool for tracking customer satisfaction, so that a customer can rate and comment on its Fanatical Support services.

Rackspace, which was founded in 1998 and is based in San Antonio, claims to have more than 300,000 Fanatical Support customers in more than 120 countries.

This was last updated in October 2015

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What has your experience been with Rackspace Fanatical Support services?
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I'm kind of uneasy about something that promotes "fanatical" as a good thing.

Also, I have to wonder about all those certifications -- is it 200 Microsoft guys, 165 Cisco guys, and so on? Or is it 200 Microsoft guys, 165 of whom are also Cisco guys, and so on? Seems to me that the latter, in some ways, would be more helpful because you'd get fewer silos and less fingerpointing, but it could also mean those guys are way busy.
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