Hostgator Reseller hosting + outsource end user support?

16 replies
Hi guys,

I'm new to IM and this forum, just setup a hostgator reseller account so I can provide hosting for any clients in the future. However the more I read the more headaches there seem to be when something goes wrong or the client needs help setting things up. I saw in another forum people suggesting outsourcing end user support. I'm interested in this as it would allow me to concentrate on University/web design whilst knowing my clients are getting decent support and not my half arsed google search/email to hostgator. I've heard innohosting crop up a lot, but can't find if they will do it as a third party company. Has anyone done this or can recommend a company? Or is this the wrong path to follow an I should go shared package and just use the affiliate link?

Thanks guys
#end #hostgator #hosting #outsource #reseller #support #user
  • Profile picture of the author DavePalermo
    Reseller Hosting | VopaHost

    Cheaper than host gator.
    At least that's what I use.
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    • Profile picture of the author imsolutionsgroup
      Originally Posted by DavePalermo View Post

      Reseller Hosting | VopaHost

      Cheaper than host gator.
      At least that's what I use.
      FYI: VopaHost is NOT cheaper than Hostgator! Just because they have a cheaper option, does not mean they are chaeaper...

      HopaHost for 400GB Bandwith = 29.99
      HostGator for 500GB Bandwith = 24.95
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      • Profile picture of the author Kingfish85
        Originally Posted by imsolutionsgroup View Post

        FYI: VopaHost is NOT cheaper than Hostgator! Just because they have a cheaper option, does not mean they are chaeaper...

        HopaHost for 400GB Bandwith = 29.99
        HostGator for 500GB Bandwith = 24.95
        Main difference from other hosts:
        • RAID 10
        • Remote Server Backups (included)
        • JotForm Form Builder
        • Tuned LiteSpeed
        • StoreGrid Backups

        FTP & Wordpress backup solution coming soon
        New website builder is on the way

        We also don't sell our hosting "anticipating" that our customers wont use the space allocated to them.

        In addition to our knowledgeable, non-script reader support, we are constantly improving our environments adding extra features, solutions & exploring new services.
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  • Profile picture of the author Outsourcingnerd
    From what I can see you are in a start up situation, one way you could handle your support is by hiring a part time virtual assistant and pay pr, hour (can be done for $3-5).

    You can build your support completely on a ticket system. You could make an hourly deal with your VA, to check those tickets two times daily.

    The problem about running a hosting business is often the very small amount you got for each customer. If it is $4-10 a month, and you catch a really "no clue client" your support can get costly.

    A way to deal with it could be to have the clients pay 12 months up front, if the client is support heavy, then transfer his account to a regular Hostgator plan with support and let them handle it.

    However, unless you expect to grow this part of the business, I would advise you to simply to provide the client with an affiliate link and make a one-time revenue.
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    • Profile picture of the author Kingfish85
      Originally Posted by Alex6534 View Post

      Hi guys,

      I'm new to IM and this forum, just setup a hostgator reseller account so I can provide hosting for any clients in the future. However the more I read the more headaches there seem to be when something goes wrong or the client needs help setting things up. I saw in another forum people suggesting outsourcing end user support. I'm interested in this as it would allow me to concentrate on University/web design whilst knowing my clients are getting decent support and not my half arsed google search/email to hostgator. I've heard innohosting crop up a lot, but can't find if they will do it as a third party company. Has anyone done this or can recommend a company? Or is this the wrong path to follow an I should go shared package and just use the affiliate link?

      Thanks guys
      End user support isn't really what it's cracked up to be. Your users will get standard, "script" reader style answers and such. I would suggest you just forward them along via an affiliate link.

      What is your budget, and how many customers are you looking at here?

      Originally Posted by DavePalermo View Post

      Reseller Hosting | VopaHost

      Cheaper than host gator.
      At least that's what I use.
      Thanks for the recommendation, it's appreciated.

      Originally Posted by Outsourcingnerd View Post

      From what I can see you are in a start up situation, one way you could handle your support is by hiring a part time virtual assistant and pay pr, hour (can be done for $3-5).

      You can build your support completely on a ticket system. You could make an hourly deal with your VA, to check those tickets two times daily.

      The problem about running a hosting business is often the very small amount you got for each customer. If it is $4-10 a month, and you catch a really "no clue client" your support can get costly.

      A way to deal with it could be to have the clients pay 12 months up front, if the client is support heavy, then transfer his account to a regular Hostgator plan with support and let them handle it.

      However, unless you expect to grow this part of the business, I would advise you to simply to provide the client with an affiliate link and make a one-time revenue.
      This is good advice as well. When a site has a problem, and you're not sure what to do, you then become a middle man. I'd suggest finding a web host that's willing to work with you as well as grow with you.


      EDIT: You also want to be sure the people supporting your customer actually know what they're doing, are good at it and don't throw back generic responses.
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  • Profile picture of the author Alex6534
    Thanks guys, was interested in the reseller package to bring in some extra income instead of losing business, but since Hostgator won't provide direct support, probably better that I learn as I go, until I'm comfortable with the way hosting works and enough knowledge/experience to actually be some use if a client calls. An to the question above, I would have about 20/30 clients. I'm familiar with wordpress/joomla and there are quite a few local businesses around me that are interested in a site, so I just need to make the call. Hence why the interest in Reseller hosting.
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    • Profile picture of the author Kingfish85
      Originally Posted by Alex6534 View Post

      Thanks guys, was interested in the reseller package to bring in some extra income instead of losing business, but since Hostgator won't provide direct support, probably better that I learn as I go, until I'm comfortable with the way hosting works and enough knowledge/experience to actually be some use if a client calls. An to the question above, I would have about 20/30 clients. I'm familiar with wordpress/joomla and there are quite a few local businesses around me that are interested in a site, so I just need to make the call. Hence why the interest in Reseller hosting.
      Well, here's the thing - when one of our resellers has a problem, they submit a ticket with us. Regardless who the site belongs to, we look into the issue. When the term "end user support" is used, it means we don't directly engage with your customer, only "you".

      There's also companies out there that provide support, but the only problem with outsourcing is you'll get a lot of generic ticket replies.

      I have always operated our tech support directly within our company. Our techs actually work with our servers, software etc.

      When it comes to this industry, outsourcing your support will ultimately destroy your business.
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  • Profile picture of the author gecko1
    Kingfish85, I am interested in moving my HG reseller to yours, do you have any specials right now?
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    • Profile picture of the author Kingfish85
      Originally Posted by gecko1 View Post

      Kingfish85, I am interested in moving my HG reseller to yours, do you have any specials right now?
      Unfortunately I can't directly answer that here on the forum or my posts will get deleted for advertising. I'd suggest browsing our site and/or speaking with our live chat. You may also email me at brent@vopahost.com or shoot me a PM.
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  • Profile picture of the author gecko1
    No problem, did not meant to cause trouble. I do have a question about reseller hosting.
    When someone changes reseller providers, and some of the sites they are hosting on the current reseller hosting have great organic rankings, is there a loss or potential loss of organic rankings when the reseller switch is done to a new provider?
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    • Profile picture of the author Kingfish85
      Originally Posted by gecko1 View Post

      No problem, did not meant to cause trouble. I do have a question about reseller hosting.
      When someone changes reseller providers, and some of the sites they are hosting on the current reseller hosting have great organic rankings, is there a loss or potential loss of organic rankings when the reseller switch is done to a new provider?
      No big deal, the mods will deem that one

      In most cases nothing will happen if the migration is done correctly. All of the accounts would get moved over, DNS switched, sites verified and then the old reseller account would get shut off. It's fairly simple, but a little time consuming. It can take anywhere from 1 hour to 24 hours depending on the number of accounts as well as the amount of data being transferred.

      In most cases we'd do a WHM to WHM transfer after configuring your new reseller account.
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  • Profile picture of the author ianeire
    Was also looking into hostgator, do they provide the support to the resellar or the client? Awkward if the reseller is the middleman for support!!


    Posted from Warriorforum.com App for Android
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    Forget 'Special Offers', All You Need Is Here!
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    • Profile picture of the author Kingfish85
      Originally Posted by ianeire View Post

      Was also looking into hostgator, do they provide the support to the resellar or the client? Awkward if the reseller is the middleman for support!!


      Posted from Warriorforum.com App for Android
      No, they do not. Yes, you will be a middle man for support depending on what the issue is.
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  • Profile picture of the author huynga1988
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    • Profile picture of the author Kingfish85
      Originally Posted by huynga1988 View Post

      I think: you should buy VPS and config it, install cpanel. That's special for seller
      You apparently did not read the entire post the OP made. Don't recommend something unless you're confident the OP will A. be able to manage & maintain it & B. is actually looking for.
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  • Profile picture of the author marketwarrior06
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    Actually Its totally depends on your number of customers that you want to serve and also the amount that you are really interested to invest. If its not too good then I think you should not step up to the process.
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  • Profile picture of the author stevenrenolds
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    • Profile picture of the author Kingfish85
      Originally Posted by stevenrenolds View Post

      You should be fine, If you do run into any issues Im sure hostator will be ore then willing to walk you through it.
      The OP is referring to END USER SUPPORT, as in the web host directly supporting his customers. No, HG will not do this.
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