Hello,

I am a web designer and use a reseller account for my own clients.
But I am thinking of starting hosting for the public.

I would like to get an idea of tech support issues I need to be ready to deal with.

I don't have to deal with that now because I am the only one who actually uses the server.

For example:

Front Page support
E mail Problems

Thanks
JFWS

Some tech support issues (on the most part) I have had to deal with:

(1.) Getting their website off of their computer and up onto their website.
(2.) Database problems (usually they don't set them up correctly)
(3.) Questions such as "how do I set this up?"
(4.) My e-mail isn't working! (Did you configure it correctly in Outlook, Eudora, etc.?)

We've been lucky that we haven't had to deal with anything too major.

It looks like you are providing a fairly high level of support.

You believe a host should tutor them on

basics like FTP.
and setting up data bases.

I was thinking a hosts responsibilities where
more related to the server itself

e- mail problems
services not working,PHP ,Mysql,CGI Paths

Thanks
JFWS

We just do whatever we're asked. :) And, we get a LOT of positive feedback for it. A lot of people love that sort of service. Ideally, we wouldn't have to do any hand holding, but that's just how the business works.

Its always a good idea to provide FAQs on your site explaining how to use the different control applications (ie CPanel or Ensim) and how to setup your mail on Outlook or use Webmail. You then have the benifit of being able to say:
"We provide FAQs on this particular subject, so we reserve the right to ignore this support request,"
Might sound a bit nasty, but its a good loophole to use with some customers.

try demodemo.com

i agree with feather, demodemo owns. We love you vito :P

Vito is my hero. Demodemo is awesome.

--Tina

:blush: :blush: :blush:


Vito

1. I can't see my site (3 seconds after account set up)
2. I can't connect with Frontpage to my IP
3. How do I create x, do x in control panel
4. E-mail not working; can't download e-mail
5. cannot connect to database
6. need x library installed in perl, apache, php
7. what is the meaning of life
8. can I do this with my account/ can you?
9. Is the server up I can't see my site...

I Took a quick look at demodemo it looks great.
I have to look closer when I get time.
Thanks for a great resource.
Thanks
JFWS

Originally posted by beachtrader

7. what is the meaning of life



we answer that one in our "Welcome!" email... saves LOTS of ticket time :stickout: