Ex-Racker here. There are different levels of support available. AFAIK, there exists a level of support where you talk to devops engineers directly, but I believe its kinda pricy.<p>In general, I think you get what you paid for: most customers don&#x27;t want to pay a lot for support.<p>Its true that Rackspace does employ a lot of non-technical people and train them. I actually really like how they do this: I&#x27;ve worked with many people who moved from support to developers, and they are not only top-notch, but understand the pain points of customer-service and help make the offerings very user and support friendly.