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CEO Q&A

Rackspace CEO: Graham Weston

Q. What is the chief distinguishing factor in your Web hosting operation that separates it from the competition?

A. Fanatical Support™ - Fanatical Support is Rackspace's customer service philosophy, which means going beyond what is acceptable customer service to what is exceptional, and at times, even pushing beyond the exceptional to the inspired.

One key element of Fanatical Support is live, 24/7/365 support - there are no automated voice systems, but rather live Rackspace technicians who volunteer to do great work, every day.

Q. What are the Top 3 elements of your Web hosting company that your customers are most impressed with?

A. Fanatical Support, 100 percent network uptime guarantee, GREAT Employees.

Q. If you could change ONE thing about your Web hosting business what would it be?

A. The one thing I would change about the IT industry in general is their lack of focus on serving the customer. Some of our competitors' service delivery has given the technology industry a bad name. Customers need their managed hosting providers to remove the hassles and provide real value - not technical arrogance. Fanatical Support permeates every part of our business, and we attribute a great deal of Rackspace's success to this service focus.