A few questions

[John W]

Hi,

I'm interested in possibly joining as a small reseller (I have only a couple of clients needing hosting, but that could grow), and I have a few questions.

Several of these I've asked by leaving a message through the live chat link, but as I was hoping for a quick answer and haven't really quite gotten one (it's been about 5 hours) and as I'm wanting to make a decision, I thought I would ask them here.

a) I would want to be able to track site statistics for different clients. I assume that when I set up different domains, there are separate logs for each domain? How does that work?

b) Looks like Webalizer webstats is the statistics program used? Is there a good place to easily see what this program does? Will my clients be able to run their own analyses of traffic to their site?

c) How would SSL work for a client? Does this require having a dedicated IP? From one bit of info posted, it sounds like it does, yet I think another bit of info said reseller accounts don't include a dedicated IP.

c) I was also looking at the february special, that allows you to set up 100 domains. What's would the difference be between that and reseller account? Are there features in a reseller account (like clients being able to do particular things for themselves) that wouldn't be included in the other package?

e) there's no minimum time commitment, it's month-to-month, right?

f) how long do requests for support/ answers to questions usually take (in real life)?

g) how many hours out of 24, really, is the live support available? The site says about 20 hours out of 24; I've been watching it on and off for about 5 hours now and it still says, um, "Be Right Back."

h) The web site says support is available via phone -- which I tried, but the person I talked to was in accounting and completely unable to answer any of my technical questions. Isn't it therefore a bit of a misnomer to say that support is available via phone?

Not trying to be too hard on hostnexus, but I need to be careful about who I choose to do business with.

Thanks,
John W

[MexHost]

a) Correct... from the reseller panel, you click the domain you want to check, then you go for the "report" option (button)

b) Yep, Webalizer!, http://www.mrunix.net/webalizer/sample/ ... and yes, you clients can generate their own statistics.

c) You can set your own (buying you own certifs) or use the shared solution

d) As far as I know (Im a reseller too) you have unlimited domains and your own DNS with a reseller account.

e) I guess so.

f) Usually goes from 2 min. to 8 hrs. (depends on the request, if obvious: fast, if techie or customized: a little more).

g) I've only used this feature a few times... there's a lot of info, flash tutorials and support over the forum and the nexusportal site.

h) I've never used the phone support, no need for that, as I said before, there's a lot of info here, the usual FAQs can be solved right here at the forum by community members.

I've been a reseller at HN for 2 years, and I'm not planning to leave in the near future (maybe never), the tech support and its community is the best added value of this company.

Regards,

[John W]

Thanks, Miguel! I've also received a good reply from Laurence now via email/ ticket system. Sounds like there's a lot going on technically right now.

Per Laurence the phone support now has to do only with accounting issues. Actually, I should probably mention to him they need to change that on the site. Tech support via phone is a good thing, but I suppose I can live without it as long as it's good otherwise.

OK, well, I think I'm going to take the plunge here. Thanks for your help!

[RobbieLePommie]

Originally posted by John W
g) how many hours out of 24, really, is the live support available? The site says about 20 hours out of 24; I've been watching it on and off for about 5 hours now and it still says, um, "Be Right Back."

I tested this before I joined HN; Sunday, middle of hte night in the States (late evening in Australia). Launched the window and look only a few seconds before Laurence said "Hello".

As ever, there can be times when you don't get the response - but they will probably be looking at the problem you need to mention anyway. And someone in accounts can raise the flag...

Enjoy the plunge; you'll find better support here than anywhere.

[middleground]

Been here almost two years myself, and while there may not be a number, forums are generally watched. Most of my tickets get answered in very short time (last one- about 20 minutes)...

For most "big" problems, HN is on it before I get the Sitemonitor notice in most cases. May be behind the scenes, but they are on it.

[lharvey]

Two years as a reseller here for me as well in June.

Not leaving.

The forums are a great source for info/help and the Ticket System is there to esculate an issue that HN doesn't notice.

They are on top of things and are usually aware of issues before we, the customers, are.

Kick the tires, slam the doors and take it out for a spin. You'll buy.

Lee

[John W]

> Kick the tires, slam the doors and take it out for a spin. You'll
> buy.

OK, I bought.

Am working on figuring out how to Frontpage my main site now.

[MikeMann]

You will not be able to upload your pages via Frontpage until your domain propagates

[John W]

Got it, thanks.

Now if I can just find something to keep my mind off of wondering when the dns will propagate...

[lharvey]

A watched pot never boils.