Reseller Hosting – Why your Web Host must provide Toll Free Phone Support

If you’re a web hosting reseller and your clients can’t access their accounts at 1AM on a Sunday morning, what do you do? You’re at the mercy of your web host and if they’re like many other hosting companies, your only way of contacting them is through some type of web based ticketing system. But what about your customers? Can they really afford to wait up to 24 hours for a response from your hosting company? Unfortunately, that’s just the way it is with many web hosting companies these days. Even if you’ve signed up for a reseller hosting plan with your host, the only means of contact they provide is through some type of web based ticketing system or through email.

In order to cut costs, many web hosting companies rely only on some type of web based ticketing or email based support system. Don’t get me wrong, these types of web based and email based technical support tracking systems are essential and in many cases a preferred method of providing technical support to a web hosting customer.

Sometimes a web hosting customer will have a login/password issue, need some help with a piece of code or have some other issue that requires actual text be sent back and forth between the client and the tech. In other cases, the issue at hand may simply not be that urgent and the customer does not require the immediacy that phone support can bring. Without a doubt, every serious web hosting company must have some type of web and/or email based ticketing system to serve their customers.

But let’s take a look at that 1AM Sunday morning crisis again. You’re just about ready to shut down for the night, when your email box becomes filled with panicked cries of help from your clients, telling you they can’t bring up their sites or get their email.

What do you do now? Sure, you can go ahead and submit a support ticket to your host and hope that someone will beat their 24 hour response time guarantee, but there you are dead in the water and at the mercy of some queue based ticketing system. Your hopes of a productive evening are out the window.

Or how about this example. What if one one of your clients is having some strange intermittent email issue that you’re unable to diagnose and resolve on your own. You need to contact your host to figure this one out. So you submit a ticket describing the issue as best you can. Even in a best case scenario, where your host guarantees a response in under an hour, you get a reply back from the tech asking for the name of the POP account in question. You reply back with that info and 45 minutes later, the tech replies back asking for the IP address that your client is connecting from. You get the picture. Hours going back and forth with some overworked tech who’s trying to resolve a dozen issues all at once right now. It could take all night before your issue finally gets resolved.

Now let’s take a look at this same situation, but in this case you have 24 hour access, 7 days a week to your hosting company’s tech support department through a toll free 800 number. You dial up your host’s tech support department and within a few minutes, you are able to explain the issue and the tech is able to offer a solution. You are back in business and your client is a happy camper.

While every hosting company must have some type of web based ticketing system to serve their customers and resellers, 24×7 toll free telephone technical support is a crucial resource for anyone who is serious about web hosting and in particular, reseller hosting. If you are a reseller and your clients rely on you for their online businesses, then toll free phone support is absolutely essential.

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