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  1. #1

    Average Support Time - cPanel Hosting

    Hello,
    I'm trying to budget some figures related to reselling cPanel hosting.
    I'd like to survey some people who are doing this and get a rough ballpark figure for how many minutes/hours per month per user may be typical for supporting end users. I realize that it will vary a fair bit but if if you have done this for a while there should be some value that is safe and not too far wide when planning.
    Anybody care to throw some numbers out here to discuss?
    Thanks,
    Chris

  2. #2
    Join Date
    Mar 2009
    Location
    Toronto, Canada
    Posts
    2,570
    In my opinion, 15 ~ 30 minutes average is most acceptable.

  3. #3
    Thanks Jonathan.
    I'm a bit surprised at that. Seems to imply that the best you can do by simply reselling hosting is make $5-$10/hour. I suppose one should look at hosting as a platform to sell other less time-intensive services or products.
    Chris

  4. #4
    Join Date
    Apr 2009
    Location
    EU
    Posts
    602
    Chris,

    I have struggled with this question for some time and still don;t have the answer. Our end users either little or no access to cPanel, or are educated not to play with things they don't understand. That is the way I choose to run my business. The support time in this case would minimal, since we are mostly in control.

    In your situation, may I suggest you ask yourself some questions:

    It looks like you want to provide the resellers' end users with support.

    Ask youself, will the end user be allowed to run third party scripts? They can be server side headaches outside your control, but they can sure add to your support time. You didn't write them but you have to support them.

    If you look at what I like to call the "invisible army" that some hosts here use. These virtual operators, that can usually only take messages and offer deep apologies, because you as the host do not even know them and they have no server access.

    As for taking a ballpark figure of between 15 and 30 minutes per month. I think that is impossible as there are just too many variables in the equation.

    I like the idea of a monthly quota and after that pay as you go.

    my 0.02 cents worth.
    ______________________________________________________
    HostYourIdea - Serving you for 12 years

  5. #5
    Join Date
    Oct 2002
    Location
    EU - east side
    Posts
    21,913
    Ask youself, will the end user be allowed to run third party scripts? They can be server side headaches outside your control, but they can sure add to your support time. You didn't write them but you have to support them.
    Do you? In my mind, it cannot be the host's obligation (provider or its reseller) to support a piece of software, other than those specifically mentioned/advertised, if any. That's a webmaster's job, and it cannot be done at the typical price of hosting.

    While support requirements will vary significantly with the target market, I find it hard to believe that most hosts factor in their pricing scheme a support requirement of anywhere near 15 minutes per customer.

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