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by josephjrobison 3708 days ago
Not so sure how FANATICAL SUPPORT applies to "satisfy the needs of WHOEVER happens to be your customer". I have a client with a $2k a month hosting bill with Rackspace. Which is small for big companies or startup tech companies, but a lot for a small non-tech business.

There have been occasions where we've received FANATICAL SUPPORT from individual techs, but mostly we're stonewalled by being on an infrastructure plan that doesn't allow for their FANATICAL SUPPORT it appears.
2 comments
autotune 3708 days ago
They have a page specifically noting what they support:

https://support.rackspace.com/how-to/cloud-servers-with-mana...

Speaking as an ex-Racker, yeah, if your infrastructure isn't listed on that page and you have something like Tomcat running or Cassandra, or Headless VirtualBox an dedicated box, it was best effort. If you want externalized customized support for that client outside the standard tech stack supported by Rackspace, you need to bring in an external MSP, consultancy, or FTE willing to take on your tech stack and provide an SLA, and pay for it.

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devnull42 3708 days ago
The Infrastructure plans seriously limits support techs from helping. They wont be able to see running configs or logfiles. They can't login to your box at all you are feel around in the dark and playing ticket ping pong until you get the info you need to even make an educated guess as to the issue even then you cant test the fix.
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