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  Post #16 (permalink)   08-06-2015, 02:39 AM
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I see too many people taking out a VPS as they are as cheap as a reseller account, but don't realise they are in control of the VPS in terms of security etc. rather than whoever they got a reseller plan from.

even on a thread on here you have people don't understand the difference of a VPS control panel (SolusVM etc.) and a Website Control panel ( cPanel etc.)
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  Post #17 (permalink)   08-22-2015, 07:12 PM
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Originally Posted by VENETX View Post
I mean if it's important to provide support service being a provider?
I cannot tell you how lousy suppliers are with this. Yes it may be a "pain the rear" from time to time but think of this way. Who is more likely going to gain business? One that is providing crap support and the customer just get frustrated trying to run the business and just leaves/quits? Or the provider whose makes sure they do everything they can to get their customers "up the speed" so they will later be successful and get to "bite" some of their revenue that they reap in?

I believe the latter one will do better off even if the first one offers "bottom of the barrel" pricing to "make up" for the "crap ness".
 
 
 


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  Post #18 (permalink)   08-22-2015, 07:30 PM
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Quote:
Originally Posted by easyhostmedia View Post
I see too many people taking out a VPS as they are as cheap as a reseller account, but don't realise they are in control of the VPS in terms of security etc. rather than whoever they got a reseller plan from.

even on a thread on here you have people don't understand the difference of a VPS control panel (SolusVM etc.) and a Website Control panel ( cPanel etc.)
A lot of people simply see the price tag and purchase based on that alone. Kind of interesting when you think about it.

When something goes wrong and the end users need help - they just point fingers at others instead of looking at themselves and asking "Did I order the right plan for my needs"?

A lot of times asking this question with the sales or support team at even the smallest host will save you from long nights and headaches in the future.
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  Post #19 (permalink)   08-23-2015, 03:36 AM
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Originally Posted by Hostrica View Post
When something goes wrong and the end users need help - they just point fingers at others instead of looking at themselves and asking "Did I order the right plan for my needs"?
I have had clients contact me with 'my sites down, so what's wrong with the server' or ' my emails are no longer working' and they blame you and the server, then when you look into it you find it was caused by something they have done, you never get a thank you or sorry when you fix their handywork. I have a simple solution to cases like this now in that if its a fix needed due to something they have done then they get charged. Its amazing on how much supports request like this has dropped
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  Post #20 (permalink)   08-23-2015, 03:43 AM
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Quote:
Originally Posted by Harv45 View Post
I cannot tell you how lousy suppliers are with this. Yes it may be a "pain the rear" from time to time but think of this way. Who is more likely going to gain business? One that is providing crap support and the customer just get frustrated trying to run the business and just leaves/quits? Or the provider whose makes sure they do everything they can to get their customers "up the speed" so they will later be successful and get to "bite" some of their revenue that they reap in?

I believe the latter one will do better off even if the first one offers "bottom of the barrel" pricing to "make up" for the "crap ness".
The level of support a provider gives will rely on the prices they charge. You pay 1 a month or get an ebay 2 a year plan then you cant expect A1 support, but if you pay 100 a month you should expect A1 support.

I am in the process of setting up a server that will provide plans that will not include any free support.
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  Post #21 (permalink)   08-23-2015, 08:41 AM
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Originally Posted by easyhostmedia View Post
The level of support a provider gives will rely on the prices they charge. You pay 1 a month or get an ebay 2 a year plan then you cant expect A1 support, but if you pay 100 a month you should expect A1 support.
You may not believe this but let me tell you something about "higher prices equaling better support" theory.

I went to two separate suppliers whose they charged $50 a month for the support alone, which I expect quality support of course. I could not be more wrong.. Let just say they were generally not caring for my issues and just got to them "as they were around" and when I cancel from my last one they were like "but we work outside our hours" (of course when I force fed them their own words they shut their traps up).

Then I gone to supplier that only charges less than $2 a month for "extra" support. Let just says they were exact opposite of these "premium support" packages that I ordered from my last other suppliers.

At the end of the day, it really "boils down" who "behind the wheels" and not so much on the costs of the support package themselves.
 
 
 


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  Post #22 (permalink)   08-23-2015, 08:54 AM
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Quote:
Originally Posted by Harv45 View Post
You may not believe this but let me tell you something about "higher prices equaling better support" theory.

I went to two separate suppliers whose they charged $50 a month for the support alone, which I expect quality support of course. I could not be more wrong.. Let just say they were generally not caring for my issues and just got to them "as they were around" and when I cancel from my last one they were like "but we work outside our hours" (of course when I force fed them their own words they shut their traps up).

Then I gone to supplier that only charges less than $2 a month for "extra" support. Let just says they were exact opposite of these "premium support" packages that I ordered from my last other suppliers.

At the end of the day, it really "boils down" who "behind the wheels" and not so much on the costs of the support package themselves.
thats why i stated
Quote:
you should expect A1 support
i never said you would get it. Yes it all depends on who is behind it.
I am one man band, so don't offer 24/7 live support. normally i will be at my computer from 8am til midnight, so will answer support quickly, but does not mean if a client contacts me at 11.55pm i tell them i finish in 5 minutes, i will work with them to solve their issue until its finished even if it means staying up all night. If a client pays 2 a month or 100 a month i give them the same level of support. if i am not available clients can leave a ticket or check our extensive KB. I am a light sleeper, so if my phone is left on and a ticket is created i will normally here this on my phone and get up and look at it, if its urgent then i will reply straight away, if its minor then i will leave it til the morning
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  Post #23 (permalink)   08-24-2015, 07:48 AM
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yes it is important to provide support.. It is key to success
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  Post #24 (permalink)   09-10-2015, 12:52 AM
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Originally Posted by sevenclouds View Post
Agreed. Although many people prefer to select some cheap vps without consideration about their support.I don't mean all of providers can not offer enough support for their clients.However,you should have to know about whether their support professional.
It is a wrong perception, however, that cheap web hosts entail poor quality of services because there are really, indeed, reputable web host providers that are offering affordable or cheap web hosting packages.
 
 
 


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  Post #25 (permalink)   10-24-2015, 01:09 AM
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anonymous or white-lable support is really very important in reselling.
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  Post #26 (permalink)   10-28-2015, 07:04 AM
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You can provide white-label to your reseller. It will increase sale but also increase your work load.

For resellers I recommended them to do not use 3rd party support for your customer. They can say anything to your client like "we can't upgrade php, move to other host.. etc"
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  Post #27 (permalink)   10-28-2015, 09:46 PM
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No matter what, in hosting, suport is really important
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  Post #28 (permalink)   11-12-2015, 06:30 PM
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Some customers need a lifeline, many hosts try to phase them out but if your up for the challenge and then offer Skype for all day support.

We get 20/30 questions sometimes in a day from one customer with Skype. It's like a friend sometimes you just chat with all the time.

Most customers though don't care though and know what they doing already.
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  Post #29 (permalink)   11-20-2015, 07:59 PM
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You must give support to your resellers even if you don't have the knowledge. Yyou need to let them know you are looking into it and then contact who ever you are getting the service from and get a solution.
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  Post #30 (permalink)   11-20-2015, 10:47 PM
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Support for reseller is quite important thing to know all the hosters as the motto of hosting is the satisfaction of our customers.
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