Comment by pm90 | Hacker News Reader

Comment by pm90 | Hacker News Reader

Thus begins the piecemeal partitioning of Rackspace. It was pretty obvious that would be the ultimate result after being taken private by Apollo. To be sure, there was much inertia within the company to let go of services that weren't profitable/weren't the future of the company anymore even before the acquisition.

All the while, you have a leadership that continues to say "Everything is OK! This is good news overall for the company! Let's continue to work hard in solidarity with each other! We're one big happy family!" Its important for people (in general) to see past that kind of management bullshit, look at the numbers (profitability, customers etc.) and make a very informed decision about their future, lest they get caught unaware by "restructuring".

Disclosure: Obviously, a former Racker. Loved the peers I worked with and the company culture. Management was (is?) a total shit-show. I was lucky enough to see the future and take a better job before the company went private.

It seems that ever since Fanatical Support® became an actual line on our package, it's been anything but.

Kinda a kick in the teeth when you pay through the nose for an archaic machine because "we sell support".

Fanatical Support? Once requested custom pricing info, 56 hours later I got a call from someone who had no idea what I was asking about.

For non-technical users, you must use Plesk. Want to use WHM because cpanel is more familiar? Won't support the server at all.

Want to use CloudLinux because it makes multiple PHP versions easier for the less technical? Won't support your server at all.

So it's only fanatical support for a subset of what most vendors usually support.

Don't get me wrong, support is better than what you get with say eUKhost but a lot of stuff is faster to just do myself than pick up the phone and listen to some bad techno until I get through to Linux support.

Fanatical Support my arse.

Rackspace makes that clear from the beginning. Do you want someone who can support the most common usecases very well, Apache, Nginx, MySQL, Ubuntu, CentOS. Or do you want mediocre support that can support YOUR use case.

What you need is a consultant or a service that specializes in your particual use case.

Except that cpanel / WHM IS a common use case. Cloud Linux, I concede, isn't common but making multiple versions of PHP is a common use case.

As a former support racker I can tell you that while those might have fall outside our offical spheres of support you would have had no issues getting support for cPanel or WHM. CloudLinux support is a different story.

Well, we were told by the account manager there is support for it. Then a Linux tech said they simply do not support it.

Same case with CloudLinux but understand there. To be honest, it's a bit much for what I needed and confusing as hell to work with myself.

The support used to be awesome but I just feel in the last year or so it hasn't been that great.

> For non-technical users, you must use Plesk.

Since when is server management non-technical :-) ? Anyway, I recommend cloudron.io these days especially if you use the server to host web apps.

> Loved the peers

I wholeheartedly agree!

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