What you look after for your customers, and what Twerple looks after for you.
As a reseller, you are your customers' hosting provider. They contact you, and you contact us when something is beyond your control.
You look after
- selling plans and billing your customers;
- creating, changing, suspending and removing their accounts;
- helping them with their websites, email setup, DNS and passwords;
- day-to-day questions, using Login as User to see exactly what they see.
Twerple looks after
- the servers, network and data centers, around the clock;
- security updates, firewalls and DDoS protection;
- daily backups of every account;
- the mail system, spam filtering and server logs;
- anything that needs server-level access.
When to contact us
Open a support ticket from your client area when:
- a website or service is down for all of your customers;
- you need a backup restored or an email traced in the server logs;
- a customer is affected by a firewall block or blacklisting;
- you need resources or features beyond your plan.
Include the customer's user name, the domain and what you have already tried; it helps us solve it faster. We support you, so please do not ask your customers to contact us directly.
Your customers may use the articles in this knowledge base. They are written to be followed by anyone.