Hi guys,

I've been reading for hours about reseller packages. This site is amazing! But one thing I can't figure out is who provides the customer support once I sign someone up for hosting under a reseller plan?

Can I just tell the customer to contact HostGator (which I am leaning towards) or am I expected to field the questions?

Thanks in advance.

Greetings,
Typically the Reseller (in this case you), would supply the support to your customers. Most Hosting Providers wont mind answering any questions you ask them but it would be you who delivers the answer to your customers.

The other option is finding a host who offers "End User Support", but there are not many of those. InnoHosting is one, but I have never used them and thus cannot provide any feedback on the quality personally.

I did a very short stint in reseller hosting a long time ago. Basically if you can't fix the issue through your WHM (or whatever you use) and need to go to the parent company it is you who liaises with them to get the issue fixed. You're the go-to guy.

It really depends on whose providing the hosting. Typically, it relies on the reseller to provide support, but I cant imagine a good hosting company turning away support for your clients unless it gets out of hand.

It really depends on whose providing the hosting. Typically, it relies on the reseller to provide support, but I cant imagine a good hosting company turning away support for your clients unless it gets out of hand.

That's why most hoster's don't offer it as standard. Also how would you deal with payment questions and other administration questions?

If you can't make the time for supporting your clients you'll have to pay someone who will.

Regards Terry

Very good point Terry, I hadn't though of that.

I was thinking more along the lines of "My email isnt working" kind of questions. ;)

but I cant imagine a good hosting company turning away support for your clients unless it gets out of hand.

Actually, I imagine any decently sized hosting company would do just that, or field the question, but reprimand the reseller for sending end users its way for support. This doesn't apply to hosting only, it's true in every line of business. Once you allow exceptions without making it clear it was an exception, it becomes a rule.

Luckily though, most resellers don't want the end user to know they're just a reseller.

Thanks everyone for your speedy replies!

Basically I have some friends and family I was going to sell hosting to, with the hopes of covering my own hosting fees and maybe make a few bucks along the way.

But with the need of billing software, not knowing how I'd actually collect the money, and the need to supply service, I'm not sure if its worth the hassle!

There are companies that are providing "End-user support", i.e., your client's ticket will be piped to their helpdesk, anonymously. The company would have a support team, they'll handle the ticket. I believe only technical end-user support is provided, all other mails would be directed to your helpdesk.