HostLaunch
← Master Reseller

Supporting your reseller customers

Define first-line support boundaries and collect the information needed for efficient escalation.

Your reseller customers are running their own hosting businesses, so good support should help them distinguish customer-level issues from server/upstream issues.

Step by step

  1. Ask for the affected domain/cPanel username and the exact error.
  2. Establish whether one downstream account or the reseller’s whole WHM service is affected.
  3. Have the reseller check package, quota, DNS and account status before escalating.
  4. Collect timestamps and bounce/error messages for intermittent issues.
  5. Escalate to HostLaunch only with the information needed to reproduce the upstream problem.
Important

Do not ask customers to send passwords. Most hosting problems can be diagnosed from account identifiers, logs, error messages and control-panel state.

Checks and troubleshooting

Create your own knowledgebase for recurring first-line questions so escalations are reserved for issues that genuinely require Master/upstream access.