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How does End User Support work?
You signup with any of our US or UK hosted reseller web hosting plans
Your order will be accepted and processed subject to fraud verification and validation of your order and payment made.
If you wish to offer 24/7 support to your end user clients, simply submit a support ticket with our support department by logging into your client portal -> Submit new ticket.
Since, our helpdesk supports multi-domain setup, we will then create “Your Company” field in our helpdesk.
You will gain access to “Your Company” area in our helpdesk, from where you can view / reply and manage your tickets.
You can also setup signature for yourself, or provide us a signature for OUR staff who will be managing your helpdesk requests. This offers 100% company branding for your domain as any ticket then replied by you or by our staff, will be replied attached with YOUR COMPANY customized signature.
You will then need to setup email forwarders for your desired departments for eg support@yourdomain.com sends a ticket under your company -> support department section. Further instructions on how to achieve this will be given while actual setup of your end user support helpdesk.
We will give you client-end files that you need to upload to YOUR WEBSITE support url, for eg, http://yourcompany.com/support/ (so here you will upload the client-end files under support folder under your domain.
So any end user client now who wants to contact your support can either send an email to support@yourcompany.com OR visit http://yourcompany.com/support/ (where we assume yourcompany.com is the name of your domain name). His request will reflect under the respective folder under your company in our helpdesk.
You as an admin will be able to view / manage / reply the support request. We acting as a staff of YOUR COMPANY, will reply the support request which will be sent to your client but branded with yourcompany name and signature.
Is this service Anonymous?
100% it is..! Not only is the end user support offerd by RShosting is anonymous, but RSHosting is the only company offering end user support under your company brand name. Every ticket/email replied by our staff will be received at your client end with your company name and signature.
How much does End User Support cost?
This is a free “Value Added Product” with our reseller web hosting plans.
What is the response time for end user support?
On an average we offer 30 minutes response time to your end user clients.
Terms for End User Support:
With our Reseller Plans we offer “End-User Support” as a value-added service. There is no guarantee or warranty of any kind on our “End-User Support”. As such, we cannot be held responsible under any circumstances. Resellers are still responsible for providing all support to their clients directly. We do not promise any response or resolution time on “End-User Support” ticket/email(s). However, we will do our best to respond and support your client. Normally, response and resolution time will be the same as mentioned above.
“End-User Support” means we will provide technical support ONLY to your client. If we feel a question is out of our scope, we will leave the ticket open with an update that you will take care of the ticket. It’s your responsibility then to carry the further communication with your client. If your client’s account is suspended due to violating our TOS and the client contacts us regarding this matter, we will inform you by opening a ticket with your directly. You will be responsible for contacting us to resolve the issue. We will not resolve the issue with your client directly.
