I just received some of the most impressive customer service I have ever experienced. Last night, one of our Rackspace Cloud Servers was down for three periods totaling several hours. Every time the server went down, I promptly received an email from Rackspace which clearly acknowledged the problem, explained the cause, told me what action Rackspace was taking, and provided an estimated time to repair the problem. Every time the server came back up, I received an email telling me so
This morning, I received a message explaining in detail why the server was down for such an extended period and recapping the problem history and resolution. It also included this:
We want to apologize for any inconvenience this may have caused. Our team will proactively provide you with compensation for your downtime per our SLA
Finally, I received a voice mail message from Rackspace this afternoon. An account manager called me, clearly explained the issue, apologized for the downtime, and reiterated that they had proactively credited our account for the full month’s hosting fees.
This is truly remarkable for three reasons. First, Rackspace provided all of the information I could possibly have wanted and they did so more quickly than I could call them and request it. Second, Rackspace honored the SLA without requiring any action on my part whatsoever. Third, in the aftermath, Rackspace reached out to me not just in writing but with a personal phone call.
Our new HTN Cloud Hosting accounts are built on top of these Rackspace Cloud Servers. This experience reinforces my judgement that choosing Rackspace as our partner was an excellent decision. I am quite confident that the HTN Cloud Hosting family will provide managed hosting which is truly second to none.