After being with Rackspace for 15 years our company was by Rackspace stated "hacked via ransomeware" we were never a witness to this but in December of 2022 our systems went down. At the time we had 2 dozen companies on a guaranteed Exchange account that we were charged by Rackspace a $150 a month for our reseller agreement. After the system was down for days we were offered a last minute deal to transfer all our accounts to Microsoft directly to handle an immediate recovery. We were told that we would be charged "$0" for this until the system was restored completely.

After the months of recovery, we were told we could have Rackspace and Microsoft install Microsoft Office suite with the Microsoft to resolve the current issues. They ended up added hundreds of accounts to our system and then informed us 2 months later that we now owe Rackspace almost $3500 a month. After dozens of calls and emails to Rackspace they closed our all our email accounts for the dozens of companies that we manage.

Because of the lack of support and their inability to correct the issue and to not upgrade our account or migrate them correctly. We waited months with limited communications, the accounts that were affected and then Rackspace shut down our accounts again. During this time I migrated all our accounts and closed all accounts except for the main account because I was still waiting for backup. We did not use or create email accounts with those licenses. I reached out to customer support again, I've followed up with support monthly and being told that I need to pay an insane fee to correct the account and no one ever did. I was finally contacted by the CFO of Rackspace after several emails... and was informed that the mistake was made by them and would be corrected immediately.

After all the mixups, and finally getting through to the CFO of Rackspace I was promised that Rackspace would pay our company $3323.33 and provide us an apology. "now I'm getting back from Rackspace that there is no money to be paid our company and no apology for their inability to manage or mismanage all of our accounts!" At this point I would like to give Rackspace a huge "F" for Service and Support.

I as A Microsoft Certified System Engineer, and a Cisco Certified Network Professional know Rackspace used to be a creditable source for hosting by reputable companies, but now am so disappointed to say that is definitely not the case any more. I highly encourage all companies and individuals to avoid Rackspace at all cost for any reason or project and if you're currently using Rackspace I recommend that you start looking into changing hosting solutions.

For 20 years Rackspace provided the highest quality of service and support. You could always speak with a knowledgeable technician here in the United States who fully understood the technology. Unfortunately, that has changed. A few months ago, I called for support and had to speak with an outsourced technician who I could hardly understand and who could only read scripts as responses. Because I had always had great support previously, I shrugged it off. But then, they start having major infrastructure failures. In early November 2022 their POP servers went down. Then in December 2022 their entire Exchange server infrastructure is shut down by what they have stated to be a ransomware attack. This time they are down for days and have stated that they don't know when they can restore service or if they will be able to recover customers data. In an attempt to help their customers, they are offering a migration path to their 365 server offerings. I tried to make this migration for one of my clients with no success. After 2 days of attempts and many phone calls with technicians who speak a completely different brand of English, and who didn't have access to the technology required to overcome the hurdles. I eventually spoke with a U.S. based technician who had been pulled in from another division who was able to overcome one of the hurdles but was still unable to help fully migrate to the 365 service. At this point my client's email had been down for 3 days with no service restoration date in sight. I realized now that this was completely untenable and moved the client's email accounts to another provider. This is a sad divorce for me because we had a good run together for 20 years. I hosted many of my client's email at Rackspace and took comfort that they were a great company. During the hours I spent on hold through this event, I googled to see what has changed at Rackspace. It appears everything. They aren't the same company they were. They now outsource support. Perhaps the new ownership found cheaper engineers as well. As a cyber security professional, I am always on the vigil for ransomware and other malware that may affect one of my clients. I never anticipated Rackspace would fall to ransomware and not have a readiness plan in place. I know it's easy to sling mud from an internet post, and it is likely that this could have happened to any of us. And I'm sure it has happened to many who thought they had good cybersecurity and a solid recovery plan in place. But, after this incident I no longer have any faith in Rackspace and I will be moving my other clients to another prover as well. Sorry Rackspace. We had a good run but now I'm out.