What kind of technical support should I be expected to provide to my customers if I am a reseller? Being a reseller, I obviously would not have access to the servers. Would I be the middle man between the customer and my provider? Or, would the customers contact my provider directly?
I am just asking about technical support. I fully expect to handle account support.
Any insight about how this works for a reseller would be greatly appreciated.
You would be their first line of contact. As in, if they have a problem, they contact you. If you got stumped, or if they asked something that required more expertise, you would then have to turn to your provider or someone else for help.
True, you do not need to patch the server software, but you would need to do some things like help them get their site set up etc.
Of course, this varies from reseller program to reseller program...
If your planning to be a reseller your main job will be pretty much just managing your accounts... like adding more bandwith, space etc. You shouldnt have to many problems that you cant handle but anything you cant just contact your provider or ask questions on forums such as this.
Normal server-side support should be handled by your webhost where you got the reseller account from. Any requests from customers that you can't solve because you do not have access to those features or do not know how to fix, will need to be passed on from you to your webhost.