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If You Provide Reseller Hosting or Hosting Services, What Do You Do for Support?

Discussion in 'Web Hosting' started by gifmore, Aug 7, 2008.

  1. gifmore

    gifmore Regular Member

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    Folks,

    If you have reseller hosting, your own private label hosting company or simply provide paid hosting services, what do you do for customer support?

    With such services, you are essentially the CEO, the owner, operator, support staff, account/finance manager..etc.

    Why did this question arise? I understand that Host*gator does not provide support to customers of their reseller hosting clients (i.e. the customers of Host*gator's customers).

    It is important to be available, I figure but not have to be so available that you're operating a 24/7 support service, moderating a support forum and answering support cases like a typical hosting company would.

    Thanks, folks. :)

    Cheerio.
     
  2. Nixte

    Nixte Regular Member

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    I guess that would depend on the market ...

    My guess it with the price you have to pay for the reseller account ..... you could go for either of the following markets:

    1. Yourself ... Be your own webhost for all your projects .... (You will be the contact if one of your web projects arises interest)
    2. Offer it as an "all inclusive" service - to create website & hosting & site maintenance (charge like $2000 for the website creation and $40-$20XX monthly for hosting and maintenance)
    3. Webhosting for local companies (they most likely will pay more .. with 10-5 support)
    4. SEO People who just need another IP address for one of the projects ....

    I don't think that you could compete on the mass market with the more internet literate people as they will make their own research and see that they can get more for the buck ...

    Just my two cent....
    Good luck
     
  3. gifmore

    gifmore Regular Member

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    Heh, thanks for sharing Nixte :)

    Sorry if my question wasn't phrased too well.

    Actually, my question was asked more from the angle of say, me, as the provider of hosting services.

    So, let's say I'm a website designer, but I get a reseller hosting account and start providing hosting services to clients that I have designed websites for. In this case, how can I minimize the amount of hosting support that I would need to give, but continue to be available to my new "clients"?

    Does the above make more sense ? :p

    Regardless, I appreciate your thoughts.:)

    Cheerio.
    P.S. I understand that some private label hosting service providers outsource their support to a 3rd party, but I'm not in this league.............. yet......

     
    Last edited: Aug 7, 2008
  4. Nixte

    Nixte Regular Member

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    Hi gifmore, no problem ...

    So you are in my group 2 ;) It is difficult to say as I don't know what kind of scripts or websites you will provide to your clients ...

    But since you created the website(s) you know whether they require a lot of work to maintain or not ... For starters you, as the designer/programmer can offer them to set up the site on your hosting for a small fee ... so you make sure that they work flawless ... and if the website is a blog (CMS system) then the customer can maintain the site easily without you...

    Your work would be to make sure that the the hosting is online and secure... maybe offer them to update wp every time there is an update for a small fee .... Otherwise charge them for a smaller site $100 per year for hosting ...

    Hope this helps ... if not I am sorry that I couldn't be of more help...

    PS. Congrats of getting over your 200post mark and becoming a regular member ;)

     
    • Thanks Thanks x 1
  5. bpaw

    bpaw Junior Member

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    You can pay on a per ticket basis for outsourced support. Obviously better companies will be more expensive but you can get outsourced support for as little as 50 cents per ticket.
     
  6. lelouch vi britannia

    lelouch vi britannia BANNED BANNED

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    Since you have developed an intimate relationship and trust with your clients (that you have designed websites for) already, I think you should support those clients yourself, as you know more that they will need, since you're the one who practically provided them a web presence firsthand by designing their site. Perhaps charge an additional fee for "Maintaining" their website + hosting altogether in a package so that your clients won't ever need to open up trouble tickets anymore! Because more frequently, these tickets consists of "general-newbie" questions like...how do I setup this, how do I use the control panel, etc.

    Plan B. You could always outsource support. One outsourcing company you can use is bobcares*com. They're popular in this niche.

    Plan C. Give support to your existing design clients who also signed up for hosting, but outsource support to your new hosting-only clients.
     
  7. Uncle Kracker

    Uncle Kracker Registered Member

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    If you're not ready to do 3rd party outsourcing such as Bob's or other more expensive services, you can search for "webhost+end user support".

    You'll see several hosting companies that provide 24/7/365 chat, email and telephone support as part of your own reseller hosting plan. You can also choose to handle any calls or email yourself during the daytime hours if you want. Or, any other way you prefer to do it.

    This service is more along the lines of technical support questions as opposed to questions about your company, plans, etc. Check around on webmaster forums to see who has a good reputation.

    If you have to get a new host most will transfer your accounts for free.

    UK
     
  8. BlackBeret

    BlackBeret Regular Member

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    I was looking into this about a year ago. The only one I found at the time was resellersp**anel.com, but I'm sure there are more by now.

    I eventually decided it was better for me and my available time to just refer people to a webhost (HG) through an affiliate link and make money on the hosting that way. You can still charge a fee for updates, upgrades and other work on their sites.

    Works best for me, your mileage may vary.