Let's review Rackspaces fanatical support promise, does it live up to the hype?

07 May 2012

When it comes to opening up a web business of any type, a website is needed. More often than not, you’re going to find that simply having a free blog is not nearly enough to get the job done. You need flexibility and adaptability. You need to be able to format your site for the mobile market, and you’re probably going to want to get in the cloud as soon as you get your feet under you. This means finding a managed hosting option with plenty of features, an affordable price, and with great support.

This is why a service like Rackspace ranks so highly amongst web business startups. Currently, Rackspace is one of the biggest names in the game, hosting dedicated and shared and virtual servers for nearly 200-thousand businesses. Their cloud hosting is amongst the most highly rated around, claiming to get any business up and running in a matter of minutes, with tons of space, an easy interface and scalability. Most of all, however, Rackspace is prized for its support.

Of course, most of the support hype comes from Rackspace itself, claiming that they offer “fanatical support.” But you wouldn’t expect any company to say otherwise, would you? So, let’s examine Rackspace’s support to see what’s so “fanatical” about it.

Does the Support Really Meet the Hype?

When you think of fanatical support, you think of a looming presence insisting on helping you rather than you having to reach out. Does Rackspace fit this bill?

In a simple word, no. Rackspace isn’t the follow-you-around-the-store type. However, if something were to happen, like trouble accessing features of the cloud, a glitch in your uploading, a problem with scaling your package, etc, the support team of Rackspace is instantly available for you.

They go well above and beyond the cookie-cutter preformed responses that a lot of web hosts give you. For instance, if you have a problem at GenericHosting and took your time to explain said problem to a so-called technician, you’ll be met with a few minutes of silence and ultimately a picked-and-chosen, pre-typed response – and that’s if you’re not referred to the FAQ, full stop.

Rackspace shows a willingness to actually solve the problem. You explain what you need on your end, and you’re met with genuine inquisitiveness and enthusiasm. The professional team here seeks to get to the bottom of the problem. And best of all, they want to do it quickly, because there are many people who need help. That means you’re not sitting around waiting for answers. You’re not redirected a hundred times over or referred to message boards or the FAQ section. The team actually helps you and works with you.

There are two main options you’ll use for support here, live chat and toll-free phone. While the live chat is quicker to access, it’s actually easier if you go the phone route. You may initially be put on hold, but talking and explaining what you’re dealing with allows the team to help you more efficiently than having to type. But in terms of getting the quickest help, live chat is the way to go.

Rackspace definitely seems to stack up well in terms of support. They grade highly across the board on everything you’re looking for: Willingness, readiness, expertise, reaction time and professionalism. “Fanatical” might be overselling it slightly, but “great” is a fitting descriptive.