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  1. #1
    Join Date
    Mar 2001
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    Houston, TX
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    972

    Question end user support for resellers

    hi folks

    curious to know how important end-user support is to resellers. if a reseller hosting provider can provide this, would it sway your decision to move to them?

    if a third-party were to provide this service (so you could stay with the provider you are with), what monhtly price would you be willing to pay?

    the fact is: you can't always be moving your reseller account from one hosting company to another - so i'm curious as to what would really tip the glass for you folks.
    Web Hosting? Been there. Done that.
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  2. #2
    Join Date
    Jan 2003
    Location
    U.S.A.
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    If that was me I wouldn't want anyone else to talk to my clients.

  3. #3
    It's not important to me at all - but - if I was with a provider that did offer it and I trusted them without a doubt, I *might* be tempted to use it occasionally.

  4. #4
    Join Date
    Oct 2002
    Location
    EU - east side
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    21,913
    One advantage of end user support when it comes directly from the reseller hosting provider is that the host can act on serious issues, and has access to the server, unlike a third party. This would be rather important to me, and a reason why third party support provider would only be a temporary solution, or an imperfect replacement.

  5. #5
    Join Date
    Feb 2006
    Location
    New York, NY
    Posts
    704
    ldcdc has a point here

    But then again, if Privacy is as important to you and your clients as it should be, I wouldn't expect or utilize an end user support service from your hosting provider. Especially if you dont see a site with hundreds of reviews..

    I feel the same way about outsourced support, I just don't trust them.. I've found that most of these places are located in Malaysia, the Phillipines, and India... so what do you if something goes wrong? Nothing, not really in our Jurisdiction.

  6. #6
    Join Date
    Sep 2003
    Posts
    3,761
    Quote Originally Posted by r00ter View Post
    ldcdc has a point here

    But then again, if Privacy is as important to you and your clients as it should be, I wouldn't expect or utilize an end user support service from your hosting provider.
    If your hosting provider is reputable, then privacy shouldn't be a problem. The provider still has access to all accounts anyway..
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  7. #7
    Join Date
    Dec 2001
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    Quote Originally Posted by IH-Rameen View Post
    If your hosting provider is reputable, then privacy shouldn't be a problem. The provider still has access to all accounts anyway..
    100% Agreed. Besides, if you can't trust your provider - then I'd move.
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  8. #8
    Join Date
    Apr 2006
    Posts
    757
    I think having a enduser support is a great advantage .. as reseller will only focus on sales don;t have to worry about support .. Plus if reseller are in the middle of the support chain then it will take more time for problem to be resolved ..

    And i agree privacy should be maintained by enduser support provider

  9. #9
    Join Date
    Jun 2007
    Location
    London, United Kingdom
    Posts
    858
    I think end support support could be done as an addon for reseller packages but the hosting company should always be able to answer questions the reseller account holder asks that have come from the end user.

    This way the end user will not know that the reseller holder has a reseller account not a server/vps.

    Hope that makes sense lol...

  10. #10
    Join Date
    Aug 2007
    Posts
    6,883
    End user support would be better as your host will be able to fix issues faster and effectively as they have root access in the server.
    If you go for a third party management team, there won't be much things they will be able to do.
    iHubNet Ltd - Premium Hosting Solutions 4 ALL
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    Matt A.

  11. #11
    Join Date
    May 2003
    Location
    New Hampshire
    Posts
    225
    End user support is important to me and I would be willing to pay more for it. I would want a help desk so it appears its coming from my company. There are a few who offer that now I think.

  12. #12
    Join Date
    Apr 2007
    Location
    Greece
    Posts
    221
    I think that end user support is including in many companies packages.
    Some resellers doesnt want this;because their clients know that they are resellers.
    Regards
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  13. #13
    Join Date
    Nov 2004
    Posts
    785
    It's up to the resellers to choose if they want end-user support or not. It's not forced on them by any means

  14. #14
    Join Date
    Jun 2003
    Location
    Nova Scotia, Canada
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    4,126
    Quote Originally Posted by ZaxiHosting View Post
    I think that end user support is including in many companies packages.
    Some resellers doesnt want this;because their clients know that they are resellers.
    Regards
    I don't understand how you came to that conclusion. Care to share?

    If done properly, end user support is fully private label. There's no way, barring critical error, that an end user would have any idea someone was a reseller.

    Simon
    EIRCA Ltd, home of The Genius Network.

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