Ummmmm, dinks? Seriously. Rackspace has legendary support. You call, and in three rings or less there is a skilled English speaking dude who knows what’s up. That is their entire value prop.

That was their entire value prop. That has gone down the drain, even their old slogan is no where to be found

Not the experience on the email platform, you get a note taker that passes it on, level 1 techs on the email platform don't even know how to parse `host -t mx hostname.com`. You insist on same day escalation to be refused. After hunting down an escalation email Bill or Bob comes in on Monday eastern times, sorts it, apologises and then says a complaint is unwarranted and shit happens (i.e. a weekend of downtime for our client) and let's all be professional. Fuck Rackspace - their down fall is well deserved.

Maybe this was true two years ago, but I do not feel it is the case any longer.

100% agreed there. rackspace's quality dropped a lot over the last couple of years.

It was not true 3.5 years ago. Maybe 4yrs ago. They seriously suck nowadays

They used to be known for that, but the quality of support slipped and there are so many competing options they are not even on the top ten list

I have used both and O365 support is on par with Rackspace, even for my 1-person company.

In my experience that hasn’t been true for like 5 years, since they doubled down on openstack.

We use Rackspace as well, and their support is excellent - much better at supporting Microsoft products than Microsoft support itself, actually.

Not our experience, certainly not outside of working hours, refusal to escalate until level 3 staff return working hours, which on a weekend is a lot of downtime

Which product is that?

Sorry, the context here is Microsoft Exchange, which is what the parent is talking about.

Outside of incredibly expensive corporate contracts does Microsoft actually support their products? That would honestly be news to me.

If you want support for their software in production, get ready to pay for it, and generally, it's great.

https://support.microsoft.com/en-us/gp/support-options-for-b...

Professional Support Single Incident $499 USD for one incident

Professional Support 5-Pack $1999 USD for five incidents

500 for a single incident seems pretty expensive...

Usually when you buy a product the company supports it without additional fees.

Most of these credits are rolled into your licensing agreement, even with a $20k/year SME open value I recall us getting like 4 tickets free. They aren't just tickets, at 4am in the morning with a botched Exchange upgrade (it was our fault in the end we overlooked something with certs) you have a case manager on the phone (calling you back and a direct number to him/her) then they forward you as required, you end up essentially talking to one of Exchange developers if required. The escalation path, speed, and knowledge are seriously awesome.

Yes, I have a 1-account Exchange Online contract and the support is quite good.