While resellers can reasonably expect that they will be given some support by their parent hosting companies, in almost all cases they are responsible for directly fielding the complaints of their own customers.

Reseller De Hosting
Florida, US

If a reseller’s client calls to complain about downtime, it is the reseller who must address the matter even if addressing it just means complaining to the original host.

Complaing is a source of frequent complaint among resellers, because they feel that while they cannot directly remedy many of the most common hosting problems,they are the ones who have to deal with end users whose sites are down, or are loading too slowly.

Ideally, however, resellers should not operate according to the same business model as hosting companies. Although resellers may market themselves as hosts, they are ultimately a sales and services company, not a technology provider.

Resellers do not actually own the server space that they are selling, and their two principal responsibilities consist of recruiting new customers and servicing those accounts once they are established.

Reseller De Hosting
Florida, US