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 and services
• 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 individualised 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