You are our customer. Your clients are yours. Escalating well gets faster answers.
WHEN TO ESCALATE
Server unreachable, cPanel or WHM down, mail queue stuck, network problems Anything affecting all your accounts simultaneously Resource pressure you cannot trace to a specific account Anything requiring root access Migrations of multiple accounts Private nameserver registration
WHEN TO HANDLE IT YOURSELF
Individual client account configuration Client email client setup WordPress problems on a client site Account quotas and package changes Client DNS records Client billing
WHAT TO INCLUDE IN A TICKET
The affected cPanel username and domain Exact error text and timestamps What you have already checked and ruled out Whether it affects one account or all of them
A ticket showing the diagnostic work already done gets a technical reply rather than a list of basic questions.
WHAT WE WILL NOT DO
Provide support directly to your clients. If they contact us, we refer them to you. That boundary protects your relationship with them, and it is part of what reseller hosting is.
