A Support Workflow for Resellers: Who Fixes What?

In reseller hosting, your clients are your customers, and you are their first point of contact. You can solve most questions yourself in a few minutes. For server-side problems, a ticket that reaches us with the right information gets fixed faster.

Split problems into three groups

1. Client side: you fix it

• Forgotten cPanel or email passwords.
• Email setup on a phone or in Outlook. You can share our email client settings guide directly.
• A full disk quota or mailbox quota.
• A suspended account (for payment or quota reasons).

2. Domain and DNS: check together

• The site doesn't load but the server is up: the domain may have expired or its nameservers changed. See what happens when a domain expires.
• SSL isn't issued: usually DNS-related. See AutoSSL troubleshooting.
• Emails land in spam: SPF, DKIM and DMARC need checking.

3. Server side: pass it to us

• Several of your clients' sites are unreachable at the same time.
• Server-generated errors (e.g. 503) or slowness across all accounts.
• Bounce messages saying the server IP appears on a blacklist.
• Data loss that needs a restore.

Before you write to us, the system status page shows at once whether there is a known outage.

What a good support ticket includes

1. The username or domain of the affected account.
2. When the problem started and the last change made (an update, a plugin, a DNS change).
3. The exact error message or a screenshot.
4. The steps you've already tried.

Instead of "the site isn't working", a ticket like "example.com has returned a 500 error since 10:40, the other site on the same account loads, a plugin was updated this morning" can be solved in minutes.

Reducing repeat questions

• When you hand over a new account, send a short info note: login address, nameservers, email settings. Our first client account article has a checklist.
• Remind clients to take regular backups and share the backup guide.
• Prepare your own short reply templates for frequent questions.

Abuse reports

If we receive a spam, phishing or copyright complaint about one of your clients, we'll notify you. As a reseller you are also responsible for your clients following the Acceptable Use Policy. Responding quickly keeps one account's problem from affecting your whole reseller account.