Fanatical Support… our customer promise

At Rackspace, we’ve always put our customers first. Anyone who works with us knows the effort we put into their business. In a service-led industry we’re proud to call ourselves the Service Leader, going the extra mile to give customers a superior and seamless experience – every minute they’re with us.

We call it Fanatical Support. It’s what drives us to do better – by our customers and ourselves. Every one of our Rackers is committed to our cause, and passionate about delivering it. And to prove it, we’ve made a pledge.

Introducing the Rackspace Fanatical Support Promise!

Specifically, this means that we’ll deliver five key things:

Responsiveness
We’ll support you whenever you need it: 24/7/365.

Ownership
We’ll treat your business as if it was our own, and always do whatever we can for you.

Resourcefulness
We’ll help you select the best solution – without selling you things you don’t need.

Expertise
We’ll give you direct access to experts, best practice tools and engineering know-how, whenever you need it.

Transparency
We’ll tell it how it is – honestly and directly. And if we make a mistake, we’ll work harder than anyone to put it right.

Sure, a lot of companies say stuff like this. But you don’t have to look too hard to see that we really mean it. Take training, for example. We invest comprehensively in our people, so they can serve you better. All our engineers receive on-going training onsite, to keep them up-to-speed with the latest tools, products and technologies. And as the ultimate incentive, we reward outstanding individual performance every month with our coveted Rackspace ‘Fanatic Jacket’.

Five pledges. One promise. We’ll live by them every day that you’re with us. And if for some reason we don’t, you’re free to walk away.

See what Fanatical Support means to our customers in this video: