There was never any support outsourced while I was there from 2010-2014. They originally went public in 2008. That is just not true. Everyone in support sat physically in an office other than a few very senior folks that worked from home. Most were in San Antonio, some were in Austin, some in London, a few folks for LATAM were in Mexico City and Costa Rica, and folks for the BENELUX team were in Amsterdam. We also had a small office attached to the datacenter in Hong Kong and Sydney, Australia for support in APJC. Most support was US-based, regardless of customer location, and we did a shifted model rather than follow the sun.
There was never any point until after they were acquired by Private Equity in 2015 that Rackspace outsourced any part of its support pipeline, including specialty support (databases, sharepoint, exchange, etc).
There was never any point until after they were acquired by Private Equity in 2015 that Rackspace outsourced any part of its support pipeline, including specialty support (databases, sharepoint, exchange, etc).