What Do We Mean By ‘Fanatical Support’?

At Rackspace, we’re Fanatical about our customers’ performance and success. That attitude drives every part of our business. It has helped power our growth from a tiny San Antonio startup to a billion-dollar global company. And the ingredients of our Fanatical Support constantly evolve and expand to meet new customer needs.

We think of Fanatical Support as being one part great technology and one part great people. The interaction between the two is what enables our customers to leverage the power of the latest and best technologies and achieve their business goals.

Last week, we made some big improvements on the technology side, offering faster processors and SSDs and networking in our new Performance Cloud Servers. And today, I’d like to tell you how we’re investing on the people side. We’re working to expand the Fanatical Support and expertise that we offer up the stack into the customer’s architecture and applications — even as we continue to provide the industry’s most acclaimed infrastructure support, delivering 99.999% uptime over the past 11 quarters.

Today, Fanatical Support spans the whole relationship with customers, starting when they first onboard with us. We listen closely to their goals and plans, and the specific kinds of performance that each customer needs, in terms of web page load times, speed and consistency of computation and storage, network IOPS, memory —you name it. Then we provide expert advice on their system architecture.

We help them get the best fit for their specific needs, rather than adopting the one-size-fits-all approach that some cloud-only providers are pushing. We help our customers run each of their workloads where it performs best and most cost-efficiently— whether on public cloud, private cloud, dedicated servers, or a combination of those platforms.

As our customers’ businesses grow and add more workloads, our approach will include more and more expertise up the stack into the customers’ applications. We’ve recently developed and acquired new capabilities in MongoDB, Hadoop and Redis, and we’re working to offer even more DevOps expertise.

While the ingredients of Fanatical Support are always evolving, what never changes is the culture behind it. We believe that great support and great product development cannot be commanded; they must be volunteered. So we hire very carefully for attitude and aptitude as well as for technology skills.

We empower frontline Rackers to spend time and money to make their customers successful, by delivering great expertise and great products. We strive to build a workplace where those Rackers can volunteer their best every day. Our efforts have been recognized by, among others, Fortune Magazine, which for the past four years has rated us one of the “100 Best Companies to Work For.”

If you’re traveling anywhere near our headquarters in San Antonio, please let us arrange a visit for you. We’d love to show you in person what Fanatical Support means.

Lanham Napier was the CEO of Rackspace from 2006 to 2014, and now serves as a consultant to the company's leaders. As CEO, he avidly promoted the workplace culture that drives the company’s famed Fanatical Support®. This passion for empowering customers has made Rackspace the acknowledged leader of the open cloud.



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