I am planning to resell from OLM ...

OLM charges $3 per resold account per month and this is quite pricey considering most other companies don't charge for resold accounts ..only the monthly reseller fee.

BUT, apparently your customers get anonymous support from OLM .. and I would like to find out what other peoples' experience has been with OLM's support for resold hosting.

Are they prompt in answering support? are they knowledgable? have your customers complained to you about them ? would you rate the anonymous support your customers receive as first class or ? etc etc

If you can think of anything else to add, please do so.

As an OLM reseller are you happy with the way OLM operates the 'anonymous support centre' or not?

I would appreciate responses from people who know first hand, eg. OLM resellers, but also from others if you have anything to add ..

Thanks!

I haven't noticed that we have loads of OLM'ers here, (though we might have some). I have posted this link (a few times) not sure if it is helpful, but at least there are OLM users' messages posted here (pages and pages and pages) for you to look through...

http://www.topica.com/lists/olmwebaxxsusers/read

Before reselling I was an OLM customer for over two years. Suport has been reasonable. The past year has been bumpy as far a support and uptime. OLM is going through a growth right now. In the process of upgrading hardware and adding new employees, there have been problems. Overall, OLM tries to help it's customers as much as possible. And from discussions in the newsgroup, it appears support is weaker for the resellers instead of regular customers.

Their support is usual helpful, and also fast, more than 1 hour to response is unusual. But billing depart. is different. They take three weeks to respond to simple question. But you are reseller, so they do not provide bill support. So what customer sees is good.

thanks Chicken I'll check it out.

ipkavb - are you a OLM reseller or just use their web hosting for yourself?

I'm currently reseller of OLM but their support is better since
they have implemented support ticket system some time ago.
I normally receive the reply in 15 minutes or so..

Network stable and fast.

But I don't have any issues with billing so that I cannot comment on that.

Kwatt - yes but what about your customers? How long do they wait to get support tickets resolved by OLM, and what is the 'quality' of their responses?

I am certain OLM responds quickly to its 'resellers' support questions .. but I am concerned about the reseller's customers .. care to comment? Or did you mean, your customers get anonymous support from OLM within 15 minutes?

My customer don't send inquiries to OLM directly so that I cannot comment the actual case, but as far as I can see
from registration of ticket system, there is no identification wheather it is resold customer or not...
They just require the domain name , ID/PW, contact person , mail address etc...

Therefore, I don't think they care what the customer status is...