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  Post #1 (permalink)   07-18-2013, 11:37 AM
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Out of curiosity, how are most of you providing end user support to clients (if you are)? We're running a custom WHMCS module, which really seems like the only way to do it effectively. What about you all?
 
 
 


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  Post #2 (permalink)   07-18-2013, 03:05 PM
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Custom coded helpdesk we built, multiple Company management in the back end, all WHMCS does is handle our billing stuff
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  Post #3 (permalink)   07-18-2013, 09:12 PM
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You are talking of your own clients or clients of resellers?
 
 
 


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  Post #4 (permalink)   07-19-2013, 04:21 AM
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Quote:
Originally Posted by node24x7 View Post
You are talking of your own clients or clients of resellers?
Clients of resellers. Sorry for not being mentioning that.
 
 
 


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  Post #5 (permalink)   07-19-2013, 05:22 AM
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Quote:
Originally Posted by RH-Jordie View Post
Clients of resellers. Sorry for not being mentioning that.
Simple like a majority of hosts.

If they are clients of one of our resellers, then it up to that reseller to provide support to them. Our reseller can then contact us if they need help and then we reply to our reseller who can then relay any information to their own client.

If our reseller wants us to deal direct with their client then we will charge for this as they are not our direct client.
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  Post #6 (permalink)   09-01-2013, 08:36 PM
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The type of end-use support RH-Jordie was referring to was the type that easyhostmedia said they charged for.

End user support, to client of client, is becoming a very common feature with reseller hosts today. Before I was using dedicated servers, my provider also had a custom coded WHMCS plugin....

Makes me wonder... if there are two instances of this plugin... and a big market for it, wonder if it's being resold yet? I'd buy it
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  Post #7 (permalink)   09-05-2013, 10:31 PM
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For Clients of Resellers, the reseller is responsible for their support. He can also get our support if he isn't able to solve the Issue.
 
 
 


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  Post #8 (permalink)   09-06-2013, 11:19 AM
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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!

I think the original question is kind of vague. Are you asking if any support at all is being offered for services? Who doesn't offer support...? I have never come across a company that didn't offer support. I'd be interested in hearing about it too!

Support client to client sounds interesting.... Isn't that what a forum is for...?
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  Post #9 (permalink)   09-15-2013, 01:32 PM
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We are using whmcs ticketing system and live chat, which suits our needs for dealing with the customer, and the customer is always satisfied with the whmcs ticketing system.
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  Post #10 (permalink)   09-16-2013, 12:12 PM
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Quote:
Originally Posted by oneilonline View Post
I don't know of anyone who provides support for even their resellers. If they did, I'd be interested in hearing about it!
There's a few providers that offer tech support to their reseller's clients, innohosting is one that comes to mind.
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  Post #11 (permalink)   09-17-2013, 04:41 PM
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Most of these "end user support" services offered by the reseller providers are often only offered on a best effort basis. If you have a large customer base it would be best to invest in better outsourced support at the very least.

EUS only seems viable if you only have a small handful of customers who may need technical support from time to time.
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  Post #12 (permalink)   09-17-2013, 04:51 PM
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Quote:
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!
Hostingfest also provide end support to their resellers too, and i think also hostgator, but i'm not sure.
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  Post #13 (permalink)   09-19-2013, 09:07 AM
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Quote:
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!

I think the original question is kind of vague. Are you asking if any support at all is being offered for services? Who doesn't offer support...? I have never come across a company that didn't offer support. I'd be interested in hearing about it too!

Support client to client sounds interesting.... Isn't that what a forum is for...?
I have come across "nosupportlinuxhosting.com" many times, which provides ... you guessed it.... no support linux hosting.

I've also talked with many of their clients on a personal basis before, and they all generally love it. This is mainly because their user base is completely different from most hosts that offer support.

NSLH basically is geared towards clients that already know what they are doing... because most clients that are going to need help, will see that they don't provide any support and run the other way.

Personally I feel that it's a great idea, and it essentially does drive down the costs, because you aren't supporting clients, you are supporting the stability of your own servers.
 
 
 


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  Post #14 (permalink)   10-06-2013, 11:58 PM
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You can try vision desk, does the job pretty well - and also come with a WHMCS module. But I see most companies use their own WHMCS module.
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  Post #15 (permalink)   10-07-2013, 04:23 AM
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Quote:
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 cannot 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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