I interviewed for a non-customer-facing ops position at Rackspace UK in 2006 and one stage was them handing me a pack of coloured pencils and blank paper and telling me to draw what my idea of "fanatical support" looked like.
Basically, what it means is that you will do WHATEVER IT TAKES to satisfy the needs of WHOEVER happens to be your customer. Most times "your customer" is a real customer, but you also have internal "customers" (for example, the legal team's customers are mostly internal).
Look at this page and internalize it.
https://www.rackspace.com/talent/culture/
A lot of the "culture" component tends to also be kind of cheesy, but I think that it is a sub-thread of Rackspace that is not necessarily part of the culture but perpetuated by HR. I have been told that during their "onboarding week" (yeah, it can take 3 days for the onboarding), people are encouraged to be silly and wear silly hats. Not everybody is up for that, but many are.
So for you, being in an ops position, be able to know what that is. They are not asking you to draw a Picasso. They are gauging whether you know what FANATICAL SUPPORT means for your role and whether you have even thought about it.
There have been occasions where we've received FANATICAL SUPPORT from individual techs, but mostly we're stonewalled by being on an infrastructure plan that doesn't allow for their FANATICAL SUPPORT it appears.
https://support.rackspace.com/how-to/cloud-servers-with-mana...
Speaking as an ex-Racker, yeah, if your infrastructure isn't listed on that page and you have something like Tomcat running or Cassandra, or Headless VirtualBox an dedicated box, it was best effort. If you want externalized customized support for that client outside the standard tech stack supported by Rackspace, you need to bring in an external MSP, consultancy, or FTE willing to take on your tech stack and provide an SLA, and pay for it.
Take it to the next level: do people come to you to get their Kool-Aid, or do you take it to them? If you take it to them, then that is more fanatical.
No, thanks.