Reseller Hosting with End User Support

[Jan]

Hello,

To capture the market many reseller hosting providers are offering end user support. End user support means the reseller hosting provider implements a system throught which it will directly and transparently support your customers.

What is your opinion about this trend?

[Peter]

I think this trend is very good and gaining popularity steadily. Your host provider not only answers the technical support queries, but also provides 24x7x365 support to your customers. The advantage to this is that it usually comes with the reseller account at no extra costs. Another advantage is there is no middleman involved since your host provider is offering the support to your customers, they have direct access to their systems, which enables the support requests to be resolved swiftly and efficiently.

[Mark]

All the resellers would love this feature but the reseller hosting providers should honestly provide true end user support and services. Otherwise the phrase "End user support" would be consider as a marketing gimmick similar to "Unlimited bandwidth".

[sanderson]

Another advantage is there is no middleman involved since your host provider is offering the support to your customers, they have direct access to their systems, which enables the support requests to be resolved swiftly and efficiently.

Definitely without the involvement of a middleman it is quiet easier to provide support to end user. Otherwise it doesn’t take a second to get to see a triangular series between end user, middleman and service provider. I mean it creates or there is a lot of space to misunderstand each other.

But service provider plays very important role in this. So only when service provider is reliable then one can talk about “end user support” as purely end user support as mentioned by Mark.