Fanatical Support™ isn't just what we do. It's really what makes us, well, us. We promise to provide you with Fanatical Support through these 5 criteria but if we don't we'll even let you leave Rackspace before your commitment is up. But we're sure it will never come to that:

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
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 or 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 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