Scope.
WHAT TO DEFINE
What is included in the hosting What is chargeable What you do not do at all
WHAT IS TYPICALLY INCLUDED
Server and hosting issues Account and access problems Email configuration guidance Basic guidance on cPanel
WHAT IS TYPICALLY CHARGEABLE
Work on their site or application Migrations beyond a stated allowance Development or configuration work Recovering from their own errors, beyond a point
WHAT MANY RESELLERS DO NOT DO
Build or fix websites Fix third-party applications Provide design or content work
WHY DEFINING IT MATTERS
Without a boundary, clients ask for everything and you absorb it.
HOW TO STATE IT
Plainly, in your terms and on your site.
WHAT TO SAY WHEN ASKED FOR SOMETHING OUTSIDE IT
"That is outside our hosting support, and I can quote for it separately."
Kind, and clear.
WHAT NOT TO DO
Absorb chargeable work to keep a client happy.
That establishes the expectation permanently.
WHAT TO REVIEW
Whether your scope matches what you actually spend time on.
