Most reseller hosting providers will support the reseller, not his customers, and will expect the reseller to actually handle most of the customers inquiries himself, and ask for help when his own knowledge is surpassed by the complexity of the problem.

There are however reseller hosting providers that provide so called end user support, and actually have things setup so that the end user can't find out it's a third party that provides this support. There are not so many providers of this kind though.