See also the official announcement here: <a href="http://www.rackspace.com/blog/rackspace-developer-support-fanatical-support-for-your-code/" rel="nofollow">http://www.rackspace.com/blog/rackspace-developer-support-fa...</a><p>Disclaimer: I am a Developer & Community Advocate for Rackspace; this means they pay me to serve developers and engage the hacker and developer community. This means that fundamentally - I serve you.<p>Any questions you may have, or criticisms, or better yet - suggestions to make Rackspace Cloud / OpenStack more developer friendly and supportive: let me know.
Too little too late?<p>I find this hard to believe-- as a current Rackspace customer (I'd kill to switch) I can say I've had nothing but horrible customer support. Save, one guy named Mark Lessel-- who is a fucking boss (had to give him props).<p>But I only get to someone like mark, once I've gotten so fed up, I start being an asshole and then, only then, does anything get done (they send Mark to help me). I don't like being an asshole, but spending 3 days going back and forth before getting a resolution is too much.<p>They've too often had people without technical ability (or it so it seems) attempt to assist me, then blow me off because they don't understand the true nature of the problem.<p>They say you can "move a slider" and increase the size of your VPS. Which couldn't be further from the truth; more often than not you have to get on the line with their support to figure out why the instance failed to build. Only to drag it out for another 30 minutes telling you to wait; before actually investigating the god damn problem.... Makes scaling quickly very easy (sarcasm).<p>Rackspace is made even worse by the outright lies about their 'fanatical customer support.' Biggest bullshit marketing lie from a, somewhat respectable, tech company I've seen. If they just advertised middle of the road support and service, I think I'd be less upset. It's just the lies that get to me. Don't over promise and under deliver, that's a bait and switch.<p>Maybe they should start giving away lipstick with every VPS; so we can all look pretty while we get fucked ;-)
If they get away from utility pricing and go flat like Linode then that might be interesting. It's the same reason I don't use AWS, nickel and diming practices.
This is a real weak spot for companies like Google and Amazon, which have very little experience delivering quality tech support. Rackspace is playing catch up on the technical side, but they really understand support. It goes a long way.