Rackspace

5.4

Overall Score

4 User Reviews

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Rackspace was founded in 1998 and is headquartered in San Antonio, Texas. They have over 5,000 employees worldwide with hundreds of thousands of customers around the world, including 40 percent of the Fortune 100. Rackspace specializes in hybrid cloud and is the founder of OpenStack®, the open-source operating system for the cloud. They are able to deliver customized infrastructures to fit their customers' IT needs. Their products can run on the public cloud, private cloud, dedicated servers, or a combination of platforms. Rackspace's award-winning Fanatical Support® helps customers successfully architect, deploy, and run their most critical applications. They are also featured on Fortune's list of 100 Best Companies to Work For.

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#5 Rackspace Logo Rackspace

5.4

Overall
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4 User Reviews

The Good

  • Variety of hosting packages
  • Great customer service options
  • Many certifications

Variety of Hosting Packages

Rackspace offers a huge variety of hosting packages, which can be customized based on server size, server type, managed vs. self-managed, and price point. They guarantee 100 percent uptime on their servers, and they have made good on this promise. Their network is very reliable and backed by a guarantee. Rackspace also has a customized price calculator to help customers determine how much they will spend each month based on their specific hosting needs, allowing customers to easily create a hosting package perfect for their needs.

Advantages

Here are some of Rackspace's highlights:

  • Nine data centers on four continents
  • 100 percent network uptime guarantee
  • Hybrid hosting option
  • Managed and self-managed hosting options

Company Certifications

  • Red Hat Premier Hosting Partner
  • MySQL Certified Hosting Partner
  • Microsoft Gold Certified
  • ISO 27001:2005 Certified
  • Level 1 Payment Card Industry (PCI) Service Provider
  • SSAE16 Type II SOC1, SOC2 (Security and Availability Only), and SOC3
  • Safe Harbor Certified
  • CDSA Content Protection and Security Standard Certified

Customer Service

Rackspace offers customers the convenience of full customer support options. Customers may contact Rackspace representatives through email, phone, and live chat. These services are available to customers 24/7/365, which is convenient for customers who have issues outside of normal business hours. Rackspace also provides customers with a knowledge base to find answers to common questions.

The Bad

  • Customer complaints
  • No unlimited data

Customer Complaints

Rackspace has a history of billing issues. Many of their customers found resolving their billing issues with customer service to be frustrating and unfruitful. Their hosting services get the job done for most customers, but some consider their services overpriced.

No Unlimited Data

Rackspace puts limits to their customer's bandwidth and storage. Many larger companies are now offering unlimited or unmetered data on a lot of their plans. We would like to see Rackspace offer customers unlimited bandwidth and storage as well. This would make their service more competitive and more desirable to customers. Customers who are concerned about data limits should consider a different web hosting company.

The Bottom Line

For customers running a database heavy site, Rackspace is probably not the best option. It's also not a good option for site owners who anticipate needing extra help or troubleshooting for their site. However, the company offers great web hosting options, and would be a great choice for most customers. We recommend checking out Rackspace for your web hosting needs.

User Reviews

4.3

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  • 4

    September 24th, 2014 Dripping Springs, TX

    My company had a dedicated server with Rackspace for over 10 years. I was in charge of the Hosting so I can speak to this first hand. Most of the time I was very satisfied, especially in the early days. Customer service in the beginning was fantastic and it was just what we had been looking for. You could call or use the ticket system and Techs would get to you quickly, dig deep and solve the issue. As time went by (after they went public), service/tech support suffered. It started taking longer to get a response and the Techs weren't as knowledgeable on the issues. It seemed to me that we had been assigned first level support Techs which was frustrating since we were long time customer and were used to a higher level of support. Honestly, that was the only reason to pay this much for a hosting. It became more common to have to escalate ticket to a higher level and contact account reps to try and get issues resolved. Not only did service suffer but they started nickel and diming us for everything on the server. This was getting more frustrating and expensive. We had two very large customer on the server with databases. When they had separate issues, support told me they need to be moved to the cloud. We moved them over and it was a terrible experience for them (and me). They over sold them on cloud services and they wound up having more issues that went unsolved. They both left Rackspace cloud due to constant issues and therefore we lost two big accounts. Speaking with them afterwards, they move to dedicated servers and were paying a fraction of what they were paying at Rackspace with NO issues! Also, Cloud support is NOT dedicated server support. Good luck getting an answer in a reasonable time frame. We finally moved away from Rackspace in August of this year. In summary, I must say that Rackspace has lost their edge. Their old catch phrase "Fanatical Support" is a distant memory. They seem more inflexible that ever, controlled by stockholders and corporate profits. All the negative effects that go along with this is now apparent. They would rather lose a customer rather than give them a discount or incentive to stay while offering sub-par support. Ironic since it is what they built their reputation on.

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  • 10

    September 17th, 2014 WA

    Rackspace will forever have the best customer service. To be able to speak to a real person right away and know they are going to help no matter what is priceless!

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  • 10

    September 17th, 2014 San Antonio, TX

    The people I have had interaction with at rackspace often go beyond the scope of work they are supposed to do to help customers.

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  • 10

    September 13th, 2014 San Antonio, TX

    Since moving our hosting to Rackspace & also using them for our emails; we've been able to move forward accordingly without having the same issues we kept having using our previous vendors. By far one of the best decisions we made in 2013.

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