Our
KnowledgeBase
is a great resource with hundreds of articles addressing support, administration,
and customer service issues. Following are some issues that are specific
to Resellers.
Does
Visual Presence provide support for my clients?
While VP supports the Reseller and will assist in resolving any issues
you may have, you provide support to your clients directly. When your
clients have issues that you cannot resolve, let us know and we will
help you address their issues. VP recognizes that your success is our
success so we make every effort to provide you with outstanding support!
What
if my client contacts Visual Presence for assistance?
VP Tech Support verifies the contact information of those asking for
technical support. If it is found that a resold client is contacting
us directly, we will refer them back to you for assistance.
Does
VP request domain name transfers for my clients?
Requesting domain name transfers (changing name server information on
the domain record) is included in the support that you provide to your
clients directly. Additionally, we respect the relationship between
Reseller and Client and understand that you may have agreements with
your clients regarding when the domain name should be transferred and
the domain contact information. For these reasons, the Reseller is responsible
for transferring the domains of clients, for client billing issues,
and for client technical support. We give detailed instructions on purchasing
new domain names, transferring existing domains to our registrar database,
and using your name servers. We will be happy to assist the Reseller
with questions regarding these issues.
Can
I provide SSH access to my clients?
We will accept a copy of your photo ID to enable SSH access for your
clients domains, provided that you accept responsibility for the actions
done during SSH session. That is, if an inappropriate command is executed
or if there is evidence of other AUP
violations, the ID that we have on file will be held responsible. To
avoid this, you can forward the client's photo ID if you prefer. Please
note there is no way to hide the servername to a client who SSH's in
to the server.
What
happens if my client violates the Acceptable
Use Policy?
If your client does not adhere to VP's Acceptable Use Policy, a notification
will be sent to you giving you 48 hours to notify your client and have
them remove the violation in order to prevent their domain from being
suspended/cancelled.
In extreme cases, client domains may be disabled immediately and the
Reseller is then notified.
The
above topics only address some Reseller-specific topics. For answers
to more support questions, please be sure to visit our main Support
page as well as the KnowledgeBase
and Help
Desk.
