WEB INN
reseller hosting faq - Durban - south africa

OUR STANDARD RESELLER PACKAGES HAVE BEEN DISCONTINUED AS AT JANUARY 2012. IF YOU WISH TO BE A RESELLER, PLEASE CONTACT US TO DISCUSS YOUR REQUIREMENTS

Why do you limit the number of accounts on your reseller packages?
Our objective is to continue offering the best service and support on the most reliable, secure and stable servers. Limiting the number of accounts is part of this because it prevents the bad practice of loading hundreds of small domains onto a limited disk area, which in turn indicates bad account management. We could opt to either provide endless rules of usage and stringent policing of all our resellers - leading ultimately to high risk and potential price increases, or we can work on a more open and less resource-intensive basis. We have opted for the latter.

Can I oversell?
We do not allow overselling on diskspace, but do allow overselling on bandwidth. This is however carefully monitored and actual usage may not exceed 90% of your allocations.
If a reseller is found to be irresponsibly overselling, we reserve the right to switch off this feature on an individual reseller account.

With no overselling allowed, how do I compete with hosting companies who offer "unlimited everything"?
This is a question that many good hosting companies or resellers ask at some stage. We all know that unlimited bandwidth and diskspace is untruthful because there is no such thing as an unlimited resource. We also know that those who offer this are involved in a risky juggling act and that their customers' services are in fact often subject to a lot of fine print that customers are probably not aware of or do not understand.

More and more people are however learning (many the hard way), that "unlimited" really just means "undisclosed" and that this is not the way to go for anyone who is serious about their website being professionally and reliably hosted.

Secondly, we do not believe it is good business practice to compete with the cheapest or the "too good to be true" operators. Cheap businesses tend to attract cheap customers, who almost always end up wasting valuable resources and undermining your business. If you align yourself with quality you will attract quality customers and still be doing well in years to come.

If one of my clients causes a load spike or uses a compromised script, what happens?
We respond to load spikes and security threats extremely quickly and will immediately do two things: suspend the account and contact the reseller. We will then do whatever possible to assist you in resolving the problem as quickly as possible.

If one of my accounts is suspended, how does this affect the rest of my customers?
It doesn't, unless the suspended account is your actual reseller account. If one of your customer accounts is suspended, this will however have no impact on your own site or the rest of your customers' sites.

For what reasons could my reseller account be suspended?
There are only two possible reasons for suspension of a reseller account: - abuse and negligence.
This includes failure to manage client accounts properly, failure to abide by our terms of service, abuse of the server / server resources or abuse of our goodwill by failing to pay your account on time, without contacting us to make an acceptable arrangement. A regular occurance or pattern of late payment can also result in account suspension.

Will you warn me if my account is about to be suspended for non payment?
In most cases, yes. We will almost never suspend your account for non payment without prior warning. The exceptions are:

• You regularly pay late without making any arrangements to do so
• You have an outstanding balance equal to more than 1 month's hosting and have not agreed any special arrangements with us to catch up payment
• You have made a special arrangement and defaulted on it

We understand that as a reseller you need to maintain credibility with your customers and that we play a huge role in this. For us it is imperative that every effort is made to provide a service that supports you at the highest level. For this reason we will go out of our way to ensure that your account stays alive and functioning, but we do expect our resellers to take responsibility for their own business as well and we do not finance our resellers.

Who supports my customers?
You do. This is the point of a reseller account rather than an affiliate account. As a reseller, you are the face of your business and the only point of direct contact with your customers. We are just quietly in the background where nobody even knows we exist.

If you prefer to have us support your customers, why not consider becoming an affiliate instead?

I'm new to this. I'm not sure I can deal with all customer support issues. What now?
We are here to support you and help you build your business and knowledge. If your customer has a problem that you cannot find the answer to in our tutorials, get hold of us and we will go out of our way to assist you in the shortest possible time.

If you are really nervous about this, the affiliate programme may be the better option to start with.

What happens to my existing customers if I start as an affiliate and then later decide to resell instead?
Once you have signed up as a reseller and your existing customers are happy to do so, or have not known about us anyway, you can move your existing affiliate clients across to your reseller hosting on your own nameservers. At this point you will become their first line of contact.

I am moving a lot of customer accounts across. Can you help me?
We will guide and advise you every step of the way, but ultimately you are responsible for ensuring that your client accounts experience a smooth transition.

However, we know that for many resellers this may be the first move you've ever done and it can be confusing or daunting. We therefore provide a comprehensive checklist and guide to make sure that you don't overlook anything important. Advice and assistance throughout the process is also only an email or phone call away.

In short, we go out of our way to make the move as seamless as possible for you. You are even entitled to our refugee bonus so that you save money in the move!

I can get reseller hosting cheaper somewhere else. Can we negotiate?
We'd love to have your business, but if we get into price wars we would need to compromise somewhere to make it feasible for us to keep offering reseller packages. What you are paying for with us is not just hosting space. It is a complete operating package and the absolute assurance that you have the best infrastructure backing your business. If you're in it for the long haul, the quality of your hosting is what really counts.

If I have a reseller hosting package with you and then upgrade or sign up for a second hosting package, will I pay the frozen price?
If you upgrade or purchase an additional package, you will pay the advertised rate for the new package and this price will be frozen at that rate, for that package.



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