Reseller Customer Support

[Craig_Smith]

Notice to all Resellers:

We have been getting many support requests from YOUR customers. Many of them are angry and confused because they do not understand what a "reseller" is. When we ask for the reseller username, they do not know what we are talking about and this is when we discover they are indeed an end user client.

From now on any reseller who sends a client to us for support will receive a $25.00 support charge added to their monthly bill. This $25.00 charge will be for each instance or ticket reply from us to a client. 4 replies = $100.00 etc.

All support tickets sent in from now on must include the RESELLER username and password or we will reply and ask for it before support is given to you. This is the only way to ensure we are giving support to a reseller and not an end user.

[admin]

Also I have noticed resellers giving out there reseller user name to there customers so we will also be looking for this in tickets.. If you give out your reseller user name to your end users we may have to take other action as well.

[cleonard]

Pardon my ignorance, but apart from them logging into the reseller control panel, how are the tickets getting to you? I want to ensure my customers don't know you exists and if there is a loophole I want to close it down on my end.

Thanks so much

Chris

[admin]

Resellers have been giving there users support@vortechhosting.com and are putting in tickets with us there.

[fgomes]

Please clarify: I configured the ticket center for my account according to the HSPhere manual. Does that mean my customers tickets will automatically reach Vortech? If it does, please let me know what I need to do to stop that. I don't want any surprises in my bills. Recently I signed up a paying customer who is, I am afraid, more knowledgeable in this matters. He has already found out where I registered his domain, and probably already knows that I am hosting with you from the IP address of my name server. I have not given my user id but he knows my name and site.

[admin]

No its when resellers are going email support@vortechhosting.com and here is my reseller user name ask them for support. We don't work with resellers customers only the reseller. The custmer should never come to us for support as there your customer not ours..

[NetPublicist]

Originally posted by admin
Also I have noticed resellers giving out there reseller user name

If a user logs into their cp the will see my user name at the top by the hosting package name "userid_EconomyHostingPackage"

[Craig_Smith]

That was meant for H-SPhere users. They have been the only ones who we have had a problem with doing this.