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  Post #16 (permalink)   10-07-2013, 04:25 AM
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Originally Posted by oneilonline View Post
We have live chat and a support ticket system. Resellers are responsible for their own clients. I don't know of anyone who provides support for even their resellers. If they did, I'd be interested in hearing about it!
Sure thing, just tell me what I can do to shed a little light on the subject

In my experience, all the major hosts I've came across, do provide support to their resellers but their resellers only. Its like a pyramid structure - if their customer has an issue, they should contact their reseller and the reseller can contact the host if they are unable to provide relevant help. I think that's the only logical way to do it and I'll tell you why.

Generally, providing direct help to clients of resellers means you are overstepping their authority and undermining their service. If the customer knows that you are the end source of support and information, then why would they need their reseller at all?
Further more this will make your reseller extras like Private DNS and non-branded cPanel absolutely redundant - why put so much effort in hiding that you are a reselling another host's services, and then ignore all that by telling your clients who is really behind the curtain?
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  Post #17 (permalink)   10-07-2013, 05:18 AM
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Originally Posted by Rado_Ch View Post
Sure thing, just tell me what I can do to shed a little light on the subject

In my experience, all the major hosts I've came across, do provide support to their resellers but their resellers only. Its like a pyramid structure - if their customer has an issue, they should contact their reseller and the reseller can contact the host if they are unable to provide relevant help. I think that's the only logical way to do it and I'll tell you why.

Generally, providing direct help to clients of resellers means you are overstepping their authority and undermining their service. If the customer knows that you are the end source of support and information, then why would they need their reseller at all?
Further more this will make your reseller extras like Private DNS and non-branded cPanel absolutely redundant - why put so much effort in hiding that you are a reselling another host's services, and then ignore all that by telling your clients who is really behind the curtain?
Well I don't know about other companies offering end user support though our resellers clients don't know we provide the end user support.

We have built a custom WHMCS module which provides a whitelabel end user support experience. It works for us, our resellers and our resellers clients.

I'd assume others also have whitelabel end uesr support offerings also, otherwise there really is no point in it.
 
 
 


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  Post #18 (permalink)   10-07-2013, 07:15 AM
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Quote:
Originally Posted by Alex - Ezpz View Post
Well I don't know about other companies offering end user support though our resellers clients don't know we provide the end user support.

We have built a custom WHMCS module which provides a whitelabel end user support experience. It works for us, our resellers and our resellers clients.

I'd assume others also have whitelabel end uesr support offerings also, otherwise there really is no point in it.
never come across any such whitelabel support module, so a link to any such module would be handy to prove they exist and hosts i have seen all wont provide support to resellers clients.
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  Post #19 (permalink)   10-07-2013, 11:15 AM
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We provide support as much help as we can to the reseller and they can pass on info, we do not support clients of resellers directly, you can so easily overstep the mark especially if they need to purchase addons etc
 
 
 


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  Post #20 (permalink)   10-15-2013, 03:34 AM
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Originally Posted by Rado_Ch View Post
Further more this will make your reseller extras like Private DNS and non-branded cPanel absolutely redundant - why put so much effort in hiding that you are a reselling another host's services, and then ignore all that by telling your clients who is really behind the curtain?
Generally reseller hosting that includes end user support is white labeled to the fullest possible extent, so this is rare.

For example. I used to work somewhere that used InnoHosting and my boss told me about how they have a separate helpdesk that is branded "VGSHelpdesk" and everything is obfuscated under another brand. Of course, if you dig around, you can find it.

Also sometimes a reseller will be able to provide better pricing than the main company. Especially in the case of end user support, you're getting the support provided by the main company but you're paying the reseller's prices. It actually works out to a pretty nice deal for the clients if you can do it right.
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  Post #21 (permalink)   10-15-2013, 05:32 AM
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Originally Posted by RHE-Al View Post

Also sometimes a reseller will be able to provide better pricing than the main company. Especially in the case of end user support, you're getting the support provided by the main company but you're paying the reseller's prices. It actually works out to a pretty nice deal for the clients if you can do it right.
Thanks for your thoughts!
But I strongly believe that this particular case is very, very rare. Generally the resellers charge more than the main company (many times much more), because this is the way they make the pure income. Reseller packages are often equivalent of the Shared packages, in terms of resources. So in order to sell those packages cheaper, you would have to cut their resources down (and many hosts won't even give you the option to divide the Reseller package on portions of your choice.

So, from the point of a Reseller, you would have to find a not very expensive hosting company, giving you absolute freedom of splitting their packages, but also with enough resources, so even if you split the package each user should receive enough for their web project. Now combine that with the option to have an end user support from the host and we have got to a point, where being a Reseller comes down to lying down, with a cocktail in hand, while your host deals with everything else for your customers. As superb as this may sound, I do not recall even 1 web hosting company that is close to being able to provide that.

Apart from that, point taken about the number of white labeled services, indeed there isn't a lack of options, I just don't find this type of support widely used.

P.S. Kudos on the usage of the word "obfuscated", I always find pleasure in broadening my English vocabulary and that one was spot-on
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  Post #22 (permalink)   10-15-2013, 01:12 PM
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Originally Posted by Rado_Ch View Post
Thanks for your thoughts!
But I strongly believe that this particular case is very, very rare. Generally the resellers charge more than the main company (many times much more), because this is the way they make the pure income. Reseller packages are often equivalent of the Shared packages, in terms of resources. So in order to sell those packages cheaper, you would have to cut their resources down (and many hosts won't even give you the option to divide the Reseller package on portions of your choice.

So, from the point of a Reseller, you would have to find a not very expensive hosting company, giving you absolute freedom of splitting their packages, but also with enough resources, so even if you split the package each user should receive enough for their web project. Now combine that with the option to have an end user support from the host and we have got to a point, where being a Reseller comes down to lying down, with a cocktail in hand, while your host deals with everything else for your customers. As superb as this may sound, I do not recall even 1 web hosting company that is close to being able to provide that.

Apart from that, point taken about the number of white labeled services, indeed there isn't a lack of options, I just don't find this type of support widely used.

P.S. Kudos on the usage of the word "obfuscated", I always find pleasure in broadening my English vocabulary and that one was spot-on
Reselling doesn't always math those same price structures though, as well as the fact that overselling is usually enabled in this specific case. You aren't always bound to sell for more.
 
 
 


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  Post #23 (permalink)   10-16-2013, 01:34 AM
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Originally Posted by SkylarM View Post
Reselling doesn't always math those same price structures though, as well as the fact that overselling is usually enabled in this specific case. You aren't always bound to sell for more.

Sure thing, I'm just trying to encompass the most popular scenarios. Of course, there are many ways to make a profit from reselling, but selling a service from the host on a higher price IS in fact the most common way for generating revenue, right?
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  Post #24 (permalink)   10-19-2013, 06:17 AM
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Now combine that with the option to have an end user support from the host and we have got to a point, where being a Reseller comes down to lying down, with a cocktail in hand, while your host deals with everything else for your customers. As superb as this may sound, I do not recall even 1 web hosting company that is close to being able to provide that.
I think you have a good point. When I started, I was on a reseller account with end user support. It definitely seems like that, but I remember having about a hundred clients and putting in only about an hour a day. I did always stretch things to try to get them to do what I could have, but I didn't want to do, strictly out of principle, like putting in tickets in their system to specifically ask them to look at an end user support ticket that they overlooked.

It's the billing and sales work (which I find easier) that the end user support hosts won't do. They won't keep your WHMCS installation clean, and they won't keep your WHMCS up to date, and they obviously won't publish blog posts or forum content for you. So the work is there, but it's just dramatically reduced.


Quote:
P.S. Kudos on the usage of the word "obfuscated", I always find pleasure in broadening my English vocabulary and that one was spot-on
Thanks
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  Post #25 (permalink)   10-20-2013, 03:15 AM
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Originally Posted by easyhostmedia View Post
never come across any such whitelabel support module, so a link to any such module would be handy to prove they exist and hosts i have seen all wont provide support to resellers clients.
As mentioned this is a custom built module we created for our reseller clients, I don't know of any public module though.

If you really wanted to see it signup to one of our reseller packages (they start at £12.99 per month) and we'll provide you with a free WHMCS license along with the module .
 
 
 


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  Post #26 (permalink)   10-20-2013, 07:45 AM
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Originally Posted by Alex - Ezpz View Post
If you really wanted to see it signup to one of our reseller packages (they start at £12.99 per month) and we'll provide you with a free WHMCS license along with the module .
The module is encoded so I am not sure how much that would do for them...
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  Post #27 (permalink)   10-20-2013, 08:35 AM
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Quote:
Originally Posted by RHE-Al View Post
The module is encoded so I am not sure how much that would do for them...
If you are a WHMCS authorised reseller (http://www.whmcs.com/resellers/) then you can either sell or provide your clients a WHMCS licence.

As £12.99GBP is approx. $20.99 USD then it is enough to offer hosting along with a WHMCS licence.
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  Post #28 (permalink)   11-17-2013, 09:43 AM
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I find that the whmcs inbuilt ticketing system works quite well ...We tried an externa helpdesk system but our clients continued using whmcs despite sending the url of the new helpdesk system with every mail auto or manual. In the end we stuck with whmcs inbuilt system
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