Originally posted by Martie
My two cents.
Research your upstream provider well and know who they are.
Its very easy to become part of that chain of a "reseller of a reseller of a reseller" (not good, IMO)...
So very true. I agree support is everything to most people. If they don't need support they probably already have a $49 dedicated of their own and wouldn't be your customer.
Most of our support is like one previous post mentioned "hand holding". Customers who can't figure out how to add an e-mail account or get Spam Assassin working right or whatever. We are there no matter how "simplistic" the problem might be.
On the other end our hardware costs us more than some people's but is "fully managed" including monitoring so we can devote support time to our customers without having to worry about some issue with a server.
I know large hosts who have the luxury of both or must have both because they also offer dedicated servers & such but for a smaller host like us we concentrate on supporting our customers & pay a bit more to have someone else worrying about our hardware.
If you are going in as a reseller I agree with the above. Make sure you are a reseller of a direct provider, not a reseller from a reseller on a VPS or such. Your reputation will be depending on your supplier whether it's a dedicated server or a reseller plan. After all, if the hardware or network is down, everybody is down...and your support can't fix what is beyond their control.
Of course I think you were asking what customer's want, and basically it seems that is: unlimited storage, unlimited bandwidth, 24/7 5-minute support and for about $2 a month or less