Our Resellers are required to:
- Maintain the Billing and Support Relationship with their Customer
- Comply with Liquid Web ToS
A Reseller is required to provide customer service and technical support to each of the end customers procured by the Reseller (including Sub-Resellers). The Reseller may escalate to technical support only if the Reseller is unable to resolve the matter through Reseller’s own technical support, Liquid Web’s Manage Portal, the Control Panel(s) or other online capabilities provided by Liquid Web to Reseller (help desk, etc.).
Technical support provided by the Reseller includes the handling of common tasks around creation, removal and modification options in the control panel(s); including but not limited to:
- Account Management
- FTP Users Management
- Email Support
- SSL Support
- DNS Support
- Databases, and Database Users Support
- Basic firewall management including removing IP blocks and individual client-side FTP or mail client issues
Liquid Web is happy to provide our Resellers a walkthrough of more advanced capabilities of our Manage Portal and/or Control Panel(s) as needed. Liquid Web does not provide support for website development or maintenance. For our Resellers using cPanel, we also provide WHMCS at no additional cost to provide you with tools that assist in account creation/management, billing, and even support for your clients. This will include a free unbranded WHMCS license as well as access to our Liquid Web Plugin for easy reselling of our VPS Cloud Products. Our team will be happy to help with the base installation of WHMCS as well as the plugin and upon request can provide a one-on-one session to go through initial setup questions to enable you to provide your clients with the best experience possible.
Liquid Web is under no obligation to provide support to the Reseller end customer (customer procured by Reseller). If Liquid Web receives communications from Customers or from third parties regarding any Services procured through the Reseller, Liquid Web may forward such communications to Reseller without taking any other action. However, Liquid Web reserves the right to respond to such communications directly and to take any action Liquid Web deems necessary. If Liquid Web determines that Reseller is providing inadequate support to Customers or Sub-Resellers (including, but not limited to, situations resulting in excessive numbers of support calls directly from Customers or Sub-Resellers to Liquid Web), then Liquid Web may, at its sole discretion, terminate this Agreement for cause or charge Reseller for said services at market rates.
A Customer will remain at all times the customer of Reseller unless the Customer subscribes for or otherwise approaches Liquid Web, or anyone of Liquid Web’s other resellers, for services without any solicitation from Liquid Web. Upon such subscription for services, the Customer will become a customer of Liquid Web or one of Liquid Web’s other resellers, as applicable. Under no circumstances will Liquid Web be obligated to intervene in any dispute of any nature between Reseller and a Customer.
Our Sales and Support teams are available 24 hours by phone or e-mail to assist.