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By WhoIsHostingThis Team
The origins of Rackspace Hosting go back to 1996 when Dirk Elmehof and Pat Condon started a company providing mainly web-based applications. In 1998 the business was named Rackspace, and it moved from mainly providing applications to offering hosting solutions. Rackspace is publicly traded and listed on the New York Stock Exchange.
Company and Services
Rackspace has a wide customer base serving many thousands of small business as well as large corporations. The company is based in San Antonio, Texas (some 200 miles west of Houston). It also has overseas offices in London and Hong Kong.
Since 1998 Rackspace has concentrated on providing dedicated hosting and has built up an impressive brand reputation. Rackspace claims to have grown at least by 50% each year since it began and today is a world leading provider of dedicated server hosting.
Dedicated hosting is offered for both Linux and Windows platforms, and can be managed or intensive (the latter being where the customer manages the servers for themselves). Rackspace guarantees 100% network uptime. This commitment to “zero-downtime” is made possible, it claims, with advanced backup technology whereby if one network or provider fails, Rackspace will immediately scan for a replacement. The end result is designed to be no loss of uptime and a continual service to its customers. Rackspace promises to only use high quality bandwidth providers, underlining its stated intent to provide a high quality, reliable service without fail.
Excellent customer support is another key element of Rackspace's web hosting offering and is backed up in part by a 2,000 strong workforce, many of which work on the customer care side of the business. Its “Fanatical Support” program includes offering support 24/7 x 365 care by highly trained operatives. In addition, Rackspace is known for achieving faster than average response times to customers’ queries, with unlimited technical support on the phone. Customers also have access to a large knowledge base on Rackspace’s website.
The success of Rackspace has seen it grow to a multi-million dollar international company over the past decade, and many accolades have come along the way, including being selected for 'Best Place to Work' awards in both the US and the UK.
Rackspace is one of an increasing number of hosting companies that promote themselves as environmentally aware. A such, it has established tree planting schemes throughout the US and the UK and it also provides the option of carbon-neutral web hosting.
Rackspace has several data centers around the world. In the UK it has data facilities in London and Slough. A data center in Hong Kong was opened in September 2008. Finally it has four North American data centers: two in San Antonio, Texas, one in Dallas, Texas and one in Vancouver, British Columbia.
Company blog: http://www.rackspace.com/blog/index.php
Resource center: http://www.rackspace.com/information/mediacenter/index.php
Interview with CMO - http://www.hostindex.com/interviews/Rackspace_Interview.shtm
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My company, a great long-term customer left because Rackspace did not honor or live up to the terms, conditions and service promised in your contract and support documentation.
In response to our concerns from prior experiences with other hosting companies, before we signed the contract, a manager agreed in writing that we could opt-out of the contract at any point that were not satisfied with the service we were being provided. However, they did not honor this.
Rackspace caused a long-term customer leave because of frustration caused by poor performance - both product and service.
It is evident that Rackspace does not care about their customers. Simply searching for reviews for Rackspace is a clear indication that this is a systemic issue in Rackspace and not isolated to our experience.
Used to have amazing customer service. Now if you open a ticket it can go days without anyone bothering to open it. You have to call the 800# to get someone to look at the ticket and this even after a long hold time. I have already moved 1 server to LiquidWed. Going to move my other $6,000 a month to them as well. Not sure who is running Rackspace but they are putting profits ahead of fanatical service and they are going to see a mass exodus.
Ugh, really hate these guys. Everyone in my company hates Rackspace email. We will be gone from them in the next 2-3 months. We've had it. The down time is crazy. I just can't waste this much time getting my email to work. And the same problems come back again and again.
I have previously worked with RackSpace over the course of 10-12 years. However, they have changed their model without notifying customers or even really changing their premium pricing. They have gone from having the support that never even lets the phone ring once, to lengthy hold times. Apparently, it's also not acceptable to them to simply tell you features are "no longer offered". You can't rescale a server, and if something goes wrong and the wrong server is deleted by a process, ah well, it's on you and they simply shrug the issue off. Truly, after years of working with them and putting multiple companies on their system I am not recommending them ever, again.
Their support services is the worst ever.
You can't contact them by e-mail, you can't call them (local phone company blocks rackspace number).
They charge me several hundred bucks for a service that i can't use (my login and password doesn't work even after password reset).
I've been using/tried at least 20 hosting services on the last years and rackspace i far far far the worst.
Rackspace forces a "managed service plan" for no reason at all.
I stopped using their servers altogether after migrating to AWS but needed to keep the Rackspace account open to continue to serve a few files from their "Files" service (the links were already out in the wild). A bill that would maybe be $5/mo after bandwidth and the Files service charge, now I'm stuck with a service fee that doesn't even make sense for my account. Stay away from Rackspace.
they have taken our busiest site down for some issues that even the tech guys can not explain and say you have to talk to a manger that is on vacation today I love $3000 in income a site that has ben hosted there for 14 years. and no-one knows anything. IDIOTS!!!! moving my 200 plus site after 14 years.
We slowly switched our email hosting from December '14 through January '15. We were not in a hurry and wanted to make sure we got everything correct as we moved our users. Towards the end of the process we moved our internally written email services to start using Rackspace SMTP servers. At first they worked like a champ, then they started simply not working. We debugged, tried some stuff out, and got them working again. Over time they stopped working again. Rinse, repeat a couple of times.
Today I found Error log functionality in the email component that had been turned off. I turned it on and found that Rackspace was somehow flagging our emails as Spam. I talked to Rackspace support and went round and round with her. She wants me to send her a copy of the failed email... the email that doesn't exist because their servers prevent it from being created. She finally just cut me off and closed the chat window.
We still have phones and some services through the old company that was hosting our email before. So on a hunch I switched back to their email servers and everything works perfectly again. Rackspace is no help at all fixing this, and the support person I talked to couldn't seem to even comprehend the issue I was dealing with.
I've been a Rackspace customer for about 5-6 years. We use Rackspace to manage hundreds if not thousands of email email accounts. We also have a couple of servers with them as well as hosted cloud files. We pay Rackspace the equivalent to paying someone an average monthly salary.
We have noticed that their support had degraded since they have become a public company. Their service in my option was second to none and as a reseller I used to boast about their products and services, but now I no longer boast about Rackspace. It's a little embarrassing when people tell you that a simple migration from RS mail to Exchange takes over 2 weeks to perform.
Rackspace used to be "Fanatical" about support and they had people on "chat" and telephone who could fix issues but lately their support is "first line" and sometimes you have to wait several minutes to chat to someone who then tells you to log a ticket, it a complete farce. Rackspace really need to get their act together.
I can't move away from Rackspace because the migrations would just take too long and would be disruptive, but what we are doing is taking any new business to another supplier. We won't give Rackspace any new business.
I think that Rackspace is now "fanatical" about making money. No doubt there were a few redundancies and leavers when the company went public.
It is really disappointing and somewhat upsetting to see a fun, young, expert and "fanatical about support" company become just another large company who no longer cares about their customers..It's a shame, I really liked them.
I've been with Rackspace since about 2003, at the time they were a private company and were very focused on excellent support run by top server admins that new and understood the technology. The service was truly fanatical and you developed rapport with tech guys that advised well beyond the scope of customer service required. At the time every annual renewal consisted of customer retention benefits usually in the form of extra RAM, bandwidth and additional hardware all negotiable and always in the spirit of appreciation.
Unfortunately, since going public, the customer service has turned into something that rivals godaddy, you essentially train the techs, the majority all level ones that don't really get it. The perks are all but gone and the customer service is typical boiler room policy line towing with an emphasis on what they don't support. This is no doubt part of keeping the shareholders happy however at the cost of keeping customers happy.
Once a long time ago this was a formidable company, I spent 3 years researching hosting companies before selecting Rackspace and at the time I was extremely happy, however as they wring out the last of their goodwill and fanatical reputation, they have now sadly joined the ranks of many other volume shops and with their over inflated prices, there are much better options around.
I am the owner of a long-time (~5 year) customer of Rackspace.com. Hosting services for web site and streaming have been adequate but, in my opinion, overpriced. However, terrible customer service experience with a simple request for assistance with a billing issue. Customer service representatives, including a supervisor, were either inattentive, unhelpful, outright rude or a combination of all three. Absolutely no effort to assist in finding an answer to my question, instead blaming the IT administrator (who recommended them) for any problems. I've instructed my IT administrator to terminate the service and would not recommend them to anybody who asks my opinion.
STAY AWAY FROM THIS COMPANY!
I have a client and their web hosting company, Ripple IT (formerly Live Oak Hosting), depends on Rackspace for their servers and infrastructre.
To put it bluntly, these people don't know what they're doing, have NO concept of customer service, have NO communication skills that I can think of, and make changes to my customers servers and services WITH NO ADVANCE WARNING.
I have had multiple times where they migrated servers and (1) provided us incorrect version numbers for PHP and MySQL, causing extended downtime and significant re-writing of code and (2) migrated servers and changed Apache settings, causing website errors and downtime.
In other cases, they have had a multitude of issues with their "cloud-based" email services, including extended delivery delays, log-in issues, and problems sending email.
When we call our hosting company and ask for a status of an issue, there is no one at Rackspace that they can call to get the status of an issue.
In summary, I would never again knowingly do business with this company again.
Had Rackspace Exchange for my business for 6 months. Then I decided to change URLs and asked them if I could migrate from old to new.
After hearing reassuring words ands starting the process I found that their system had serious challenges. Every time we tried to connect Outlook to our new mailboxes a Rackspace servers would reconnect us to our old boxes (which were no longer receiving mail). All their techs could suggest was that our server was causing the problems. We tried connection from offsite off server and no luck. After 30 hours on the phone we had to move to another exchange service provider.
Rackspace claims to be "customer service fanatics". They do try hard but their systems and training seem to be lacking.
We've used Rackspace for over 5 years at our Web Development agency. We're using a Dedicated Server. Rackspace has great support, always answers the phone and provides great hosting.
DO NOT TRUST THIS SERVICE! I subscribed to back up my computer. Even after doing so manually, it didn't happen. Their support staff was CLUELESS about how their product works. After an hour-long phone call, no resolution. Can not be more thankful that I backed up with a USB drive, just in case. I would have lost EVERYTHING. Unsubscribed.
If you are planning on running a database heavy site go somewhere else! There Cloud Sites has horrible support for Databases. Customer support is often unhelpful and recommend that you hire 3rd party support.
I have had a Rackspace server for two months now and they have been amazing! There technical support is unparalleled and light years ahead of any other hosting company I've used (thank god). I have yet to come across an instance where they have NOT been able to help me, to be quite frank. They always answer the phone, and if you don't want a ticket they will find someone to walk through the solution with you. You couldn't ask for more!
I am the technical support for both the backend and front end of the company I work for. That means I have to get e-mail, POP3, SMTP, WebMail, HTTPS (certificates and all that), SSL, Plesk, etc... up and running. They have been able to answer all my questions from simple HTTP stuff right through to SSL.
The only downside is that you really have to pay to have that level of expertise on tap.
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