Hello @Justing,
We take care of every issue that the reseller can't resolve or don't have access to resolve it.
For example: You are our reseller , your customer contacts you asking to help him creating database or adding addon domain to his cpanel account. In this case is you who take care of those simple issues.
We take care of all other technical and software issues like :
- Any cPanel related issue (errors, misconfiguration etc)
If you are reselling our managed VPS plans we take care of everything (All VPS issues , OS issues, Control Panel issues , Security , Monitoring etc).
and finally, if you are reselling our semi-managed VPS plans we take care of technical/network issues.
As a hosting reseller, you are required to have some average technical knowledge ( you should know how to work with the cPanel frontend (if you are reselling our shared hosting) and you should know or learn some basic linux commands if you are reselling our VPS plans).
If you use our semi-managed VPS(s) and you provide Shared Hosting on it then we take care of technical related issues .
If you use our managed VPS hosting service we take care of everything related to the VPS and cPanel (if you have bought the license from us of course).
Best Regards,
Alex