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Reseller with end user support (to begin)
| Posted by DPMJD, 01-19-2014, 10:33 AM |
| Hi everyone,
I'm not sure if I should put this thread here or in the starting a web hosting business thread. I have a web design firm and I have been toying with the idea of starting a hosting company, mostly for my own clients. I cater to a specific niche of small business owners that are not all that tech savvy. Honestly half of them don't even use email. Yet the ones that do use email are paranoid (understandably)about not getting emails. I have found that even though I set them up with their choice of hosting, when something goes wrong, I'm the one that gets the angry calls, not always angry but there have been times where I get an angry call on a Friday night when I'm out with friends. Sure I can tell them they need to contact their host but I pride myself on really taking care of the marketing for this niche and I don't want to just brush them off when they have an issue. And quite honestly there have been many issues with different hosts.
So here is where I am at. I am considering starting this hosting company but I need to start as a reseller and I will need end user support. I am not looking for the cheapest option, I am looking for a good product(uptime, reliability) and good support where myself and my own IT person can be able to be involved at some level. The reason I don't want to do support completely myself is because of also running the web design business. Right now I cannot afford to hire a staff to do support.
I am not looking to have a ginormous hosting company but I want to keep it small and personal. My clients will be paying on the high end for this service so I want to make sure any avenue I choose is going to give really support and service etc.
Any info is greatly appreciated.
Jen
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| Posted by ryus, 01-19-2014, 03:06 PM |
| Well, on the basis of numerous threads around here, you can start by looking at Bigscoots.com.
Also, checkout skynethosting, Innohosting and GreenValuehost. All these provide end user support.
I will suggest try them all for a month or so. Almost all of them provide 30 day money back guarantee or very cheap 1st month offers. By the end of the month, you would know which one is good for you.
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| Posted by SPINIKR-RO, 01-19-2014, 03:29 PM |
| Perhaps a affiliate type scenario would work better if one is looking for 'end user support'.
Providers offering reseller will of course assist you with most issues however if you are looking to start a foundation for a business, as mentioned above, then perhaps it would be important to provide basic levels of support to the customers you attract.
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| Posted by DPMJD, 01-19-2014, 04:55 PM |
| Big Scoots offers end user support?
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| Posted by DPMJD, 01-19-2014, 05:00 PM |
| An affiliate scenario won't work. That is basically what I have now and I get the calls when something goes wrong. Like I said I certainly just tell them to file a ticket with their webhost but the guys I cater too need hand holding when it comes to websites and such. I'm not making fun of them but it's a fact. At least if I'm going to hold their hands I want to be making some kind of money doing it rather than them handing over to someone else. That is why I am considering offering webhosting and at a premium. I also do plan to be involved in at least basic levels of support. However, I am not available 24/7 and so I need a support desk to help.
I was more looking for anyone that has had any experience with any companies that provide end-user support.
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| Posted by AcclaimedHost Alan, 01-19-2014, 05:12 PM |
| InnoHosting is great. +1 for them
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| Posted by SSD-Greg, 01-19-2014, 05:58 PM |
| You'll be able to go forward with your plan about getting a reseller with enduser support but once you get decent sized enduser support may not be an option then anymore. You'll be better off hiring two support reps to manage all requests this also includes you too so it'll be about three people maintaining support.
You say your clients usually end up calling you if you go the enduser support tell them they have to use the ticket system and not your personal number I know how overwhelming it can get having a client call on a Friday night when your out.
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| Posted by GreenValueHostGM, 01-19-2014, 07:03 PM |
| Thanks for the mention!
To clarify one of the statements that you have made, our money back guarantee extends to 45 days, not 30.
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| Posted by ryus, 01-19-2014, 07:44 PM |
| I meant "atleast 30 days" ..
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| Posted by DWS2006, 01-20-2014, 11:27 AM |
| I've had good experiences with end-user support from both InnoHosting and ThePrimeHost (keep in mind it's been some time since I've used either). Both offered fast response times for end-user tickets (Inno via their custom helpdesk and TPH via WHMcs). I would definitely recommend including both on your shortlist.
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| Posted by autumnwalker, 01-20-2014, 11:32 AM |
| Does Green Value Host provide support to a reseller's clients directly? I don't see this mentioned on their website.
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| Posted by ryus, 01-20-2014, 11:49 AM |
| it is mentioned there. End User support if you get a billing system from them or something like that.
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| Posted by Mike Very Old Geezer, 01-20-2014, 12:28 PM |
| Ah, how familiar this sounds to me ! I have been in a similar situation - with the type of clients you describe.
The difficulty is where you have shown you are generous with your time. Your clients, not only expect you to be at fault (when things go wrong for them) they sense that it is their absolute duty to blame you.
I had already signed-up for a reseller hosting account, because it was an easy way to manage multiple sites/domains.
Then as my clients became more demanding the way you describe above, and I had less time, I opened a couple of reseller accounts that include end-user support.
We use both Innohosting which is an excellent host, and EZPZ also excellent.
EZPZ are currently having growing pains and, as a result of this rapid growth, they are having to restructure, and hire more technicians.
Dan is the main man.
Personally, I really like them both, but EZPZ provides resellers more value in the value-added freebies.
Innohosting has a great philosophy and is very much business-centric.
Rameen is the boss at Innohosting.
Both of these businesses provide an WHMCS license, which makes it easy for their end-user support to monitor your help desk - Tech Support and Sales can be monitored by them, or just one - or none. I love it to bits !
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| Posted by DPMJD, 01-20-2014, 04:36 PM |
| Thank you so much for all of that info. I'm glad I'm not the only one that has dealt with these issues! I don't feel so alone lol
I'm going to contact both companies and make a decision from there. I really do appreciate your help.
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| Posted by Mike Very Old Geezer, 01-21-2014, 08:07 AM |
| There are other hosting firms who can provide their resellers End-User Support, but I'd advise you to check the aforementioned two providers first - if you haven't already done so.
I mentioned that EZPZ provides its resellers with value-added services. One of those: you would be able to purchase their VPS and Dedicated Servers - at a large discount - and sell them on to your own customers - which currently, Innohosting do not provide per se; although they do have VPS and Dedicated Servers for sale, but not at a discount for resellers - unless I have missed something!
Don't forget to update us here with your decision - and whether you feel it was the correct decision for you.
Last edited by Mike Very Old Geezer; 01-21-2014 at 08:13 AM.
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| Posted by MTKBillH, 01-23-2014, 12:03 AM |
| I will give a +1 to ThePrimeHost.com. They offer end user support for resellers. I switched to them back in June 2013 and I have definitely put them through their paces myself. Darrell and his team have been great and have my full confidence that my customers will have no issues as well.
WBH.. .. .
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| Posted by ThePrimeHost, 01-23-2014, 02:15 PM |
| Thank you for the mention!
Thank you for your recommendation and the kind words!
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