A Review of RackSpace Review

Disclaimer: I’ve never been with RackSpace (but the cloud hosting, Rackspace Cloud) hosting and everything is taken as it is from this review at WHT. I’m just a little surprised that a host like RackSpace could ever make such a mistake to introduce 8 hours of downtime to its clients (that is of course, if what the reviewer said was truth and precise).

The original RackSpace review can be found here. I tried to reply to the post but it is too old.

But pardon me, 8 hours of downtime? Whatever the reason it is and no matter how many times the CEO apologizes for this (it could very well be an employee who is assigned the job to apologize on behalf of the CEO or automated mass email), it’s simply unacceptable. I don’t know about the other sites you may have with them, but officedebo.com doesn’t seem to be a mission critical one with tons of traffic that’s probably making a dollar every second. If that is the case I doubt you will remain calm about the 8 hours downtime.

8 hours downtime is even barely acceptable for other hosting companies, let alone RackSpace, it’s absolutely way too MANY for a host like them. Support comes far second to uptime, no matter how good it is.

Imagine if there’s a host that can Godly guarantees all of your sites 120% uptime but with no support at all, will you pay as much as what rackspace charges you for it? I think the answer is pretty obvious.

Again, I’m just talking about the issue here as it is from the original reviewer. 8 hours downtime is indeed unacceptable however personally, this incident hardly sways my belief in RackSpace. They are still one of the top hosting providers out there that’s worth your trust. View more reviews of Rackspace.

Also, for Rackspace Cloud, their newly launched cloud hosting service, here are some customer reviews.

3 thoughts on “A Review of RackSpace Review

  1. I cannot speak to the specifics of the claims of the specific site in this posting (and would not if I could — our customers’ information is not for public discussion) but I can say as a long time customer and current employee of Rackspace, it is not a typical experience. As a customer of Rackspace since 2002 I know that when there was a problem with either their hardware or my system that lead to an outage many people were immediately engaged to focus on rectifying the situation. As a Senior System Engineer with Rackspace I can attest that customers experiencing a “down” server or service receive emergency attention from capable technicians to resolve the situation. All this is to say that this report sounds like an anomaly — yet, opting to believe the report as true, I would say that everyone including senior management would like to know the details of this particular situation to correct the specific problem and correct any process or procedural issue that may have contributed to the length of the downtime experienced. We care and we are always on alert to find out our weaknesses – and fix them.

    If you’ve experienced a failure to live up to our promises, let us know. Our entire management team is customer-facing and care to know how we can better serve you. If you cannot find a way to contact us, use our Twitter email — it’s designed to be available as a fail-safe around the clock: twitter@rackspace.com. However, our toll-free phone numbers (for many countries, not just the US) will work best for immediate action – these are listed here:

    https://my.rackspace.com/portal/auth/phone

  2. @Rob

    Thanks for the clarification. I have always believed in RackSpace and even if it fails big at some point I still believe its unparalleled competence to recover from the failure quickly. I was just too surprised at the 8 hours downtime, I’m still a little skeptical of what this client said of the duration – for example, he may not have made it clear that whether it was a total downtime or just painful slowness.

  3. BTW, you guys must be continuously monitoring the web for what people are saying about you. Good public relation strategy!

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