In my opinion, Rackspace fell flat on their face - Terrible incident response
December 15, 2022

In my opinion, Rackspace fell flat on their face - Terrible incident response

Harry Reif | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Rackspace Managed Hosting

We use Rackspace Managed Hosting to host a Microsoft Exchange email server.
  • Good online user interface
  • Up until this latest incident - 12/2/2022 - provided relative quick customer support
  • Latest outage 12/2/22 and counting over 75 hours - in my opinion, support has been miserable. In my experience, there's little/no communication regarding the problem or cause. No support. In my opinion, erroneous advice. Virtually NOTHING for users. I feel we've been abandoned.
  • Outage appears to have been caused by unpatched servers & no backup servers
  • In my opinion, NO COMPANY should trust their data or services to a nonresponsive company like Rackspace.
  • In my experience, there are NO published policies/practices re: server maintenance (patching) to mitigate hacking, NO published policies/practices re: backup servers in the event of problems. I feel it's stupid of me as a user to have chosen to trust them with critical services
  • In my opinion, nothing at this point - environment is non-existent
  • I feel Rackspace is working to destroy my woman-owned small business.
  • In my opinion, the worst business decision I've made is to use their services.
No other Rackspace product/services reviewed

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I would choose zero, but it's not an option. In my opinion, STAY away from this company. Problems can occur, but responsiveness should occur when problems do. In my experience, I've been on hold for more than 9 hours, waiting for promised callbacks for more than 30 hours, and don't have any hope for a near-term resolution.