About rackAID
Our Birth
Before founding rackAID in 2006, our founder, Jeff Huckaby, was an IT freelancer, working part-time while completing his graduate degree at Yale University. He quickly discovered clients had the same recurring server issues. Issues that could be avoided with proactive server management. So he abandoned the historical break-fix model of IT service providers and built flat-rate recurring service packages. The clearly defined terms and standards allowed rackAID to invest in automation to boost server performance, reliablity and security. Customers loved the new approach. They enjoyed a higher level of support at lower cost.
Linux Specialist
As a small team, we could not possibly master all of the emerging internet technologies. We decided to focus on Linux-powered hosting operations. We continue this focus today which allows us to provide in-depth and advanced support for Linux issues. Too often, IT generalists try to tackle problems they cannot solve. In the end, you spend more money and still have server issues. We avoid this problem by simply not accepting jobs we don’t know how to do. As a result, we get the problem fixed quickly and often at less total cost than budget server management providers.
Repeated Success Gains Recognition
In 2012, rackAID’s founder, Jeff Huckaby, was named as top MSP Mentor’s Top 250 most-influential Manage Service Provider list. The list recognizes managed service company executives who shape the global managed service market. The recognition came as we ditched the historical complicated hourly billing and ala carte support model. Instead, we focused on delivering high-value, flat rate services. These service changes allowed us to further automate our service delivery. As a result, ticket response times plummeted with more than 96% of critical issues being handled in 10 minutes or less. The business continued to see double digit growth as we invested in more automation, refined our services and boosted staff training.
Seven Years & Still Learning
Call us slow learners, but seven years since our founding, we are still finding better ways to do the most basic things. From backups to monitoring to security, we continually adapt our services to meet the ever changing challenges of running a business online. This is a core part of our approach — never stop improving. We measure ticket response times, ticket frequency, first-ticket close rates and other items to assure we continually improve our services. This commitment to do what it takes is reflected by our customer retention rate. We still have customers we signed up in 2006. You don’t stick with a company for seven years if they are not going a good job.
Staying Awesome & Delivering Great Value
For the last two years, we’ve been focused on packing even more value into our services. We do this by continually identifying key metrics that can serve as early indicators for server problems. For example, we monitor the email queue depth on servers we manage. We have found this to be an excellent indicator of spamming activity. This approach allows us to catch web site exploits, compromised end user accounts and other email issues before a server is blacklisted. By fine-tuning this monitor, our customers see far fewer email delivery issues. We monitor loads, processes and other data to detect other potential server problems. This is just one example of how we continually pack more and more value into our management services. From single servers to complex clusters handling 10’s millions of pages views, we work with our clients to assure they get the most for their IT dollars.
Our passion for what we do transfers into our support
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Our Management Team
Jeff Huckaby
CEO
Jeff has been working in hosting industry since the days of Rackshack’s famed customer appreciation parties back in the early 2000′s. Drawing on his training as a bacterial geneticist, he has an uncanny skill to dissect complex problems into the most basic issues. Working in the hosting industry, he saw great idea after great idea fail due to poor implementation. This frustration led to rackAID. He holds certifications in Plesk, cPanel and Linux. Prior to rackAID, he founded BMCC, a consultancy firm that helped medical non profit groups raise money for online projects. Jeff is an avid cyclist, wine enthusiast, and admitted Kraftwerk listener.
Juli Zurovec
Operations Director
Finding that her perfectionism met the demands of IT management, Juli pursued Red Hat training, then put her skills and knowledge to work at rackAID. Juli’s obsession with detail and passion for problem-solving translates into a better night’s sleep for rackAID clients, who know their operations are running smoothly. In her downtime, Juli enjoys traveling, running and knitting sweaters for her two Devon Rex cats. She is Plesk certified and working toward an RHCE and MySQL certification.
Mlind
Senior System Admin
MJ is leads our rapid response team. Staffed 24/7, our rapid response team handles any system alerts, critical issues, or security issues. They are responsible for keeping our response time under 10 minutes. If they cannot handle an issue, the issue is escalated within minutes to an on call expert.
Our Clients
Service Partners
Call us today at 877-435-2445
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