The importance of delivering the basics well was highlighted after a number of potential Rackspace customers lost confidence and chose other providers. Some even questioned whether Rackspace had gone out of business.
UKFastâs Managing Director Lawrence Jones recalls, "18 months ago a fire in the BT underground duct in Manchester left 80% of the city incapacitated. We had our entire team relocated within 60 minutes and our telephones redirected immediately. It is this sort of disaster recovery planning that helps to maintain our customer base."
The Rackspace telephone support line was also dead and people who contacted them via the online messaging service were told; "we do not know what the problem is or when we will expect it to be fixed."
Rackspace ride high on their âFanatical Supportâ advertising campaign yet fail to deliver on simple business basics. Winning the 2005 Best Work Environment award counts for little if the infrastructure itself is flawed.