Reliable Reseller Account

Discussion in 'Pre-Sales Questions' started by Unregistered, Sep 2, 2007.

  1. Unregistered

    Unregistered Guest

    Hi,

    after one more massive outage by my current host without any news as to the state of things provided I am thinking of moving to you. You were recommended on various sites and I'm interested in the basic reseller account with the option of eventually maybe upgrading either to Pro+ or managed VPS.

    I do have - of course ;-) - a couple of questions:

    1. Shell/Root

    I'm used to working a reseller account via cpanel/WHM, the majority of sites I host are webmastered by me and do not need anything special in any way. However I webmaster also 2 own sites on which I would prefer to be able to install scripts which need shell/root access, e.g. ones like Campsite (campware.org). On my current host I could assign shell/root access to certain users and had it as a rule for my own main account already turned on. How is that with you guys? Or - if root/shell access is impossible, is there a means to get such scripts installed?

    2. Support and Reliability

    One main bone of contention with my current host is that people can't be sure of uptime and are not immediately told what is happening when things are happening. Now, there's nothing worse for a reseller than having to tell his clients "I don't have the slightest". An absolute must for me is therefore, that if sites/accounts/servers go offline or down, I want to know pretty much within the half hour or so exactly what is happening, how long it will cause downtime and whether to expect prolonged trouble.

    Sorry, but being told simply in a forum isn't by now really enough for me, I need a support phone number where I can reach a real (and knowledgable) person for major disasters just about 24/7.

    A mailing list totally independent of the host setup and host's domains onto which clients can register. This would be a real boon, if it is used by support to notify customers at disaster times.

    This, as actually it isn't such a problem telling a client sth like "DDOS attack (server crashed/CPU overload/whatever else), will be online again in X hours" and have him happy knowing things are being corrected, rather than having to lie to him or worse being caught in that lie as I don't myself know what's happening.

    Also, while I am quite understanding of occasional burps and quirks and short disconnections, I'm getting allergic to longer downtimes, longer being anything above half an hour. Is there a means to check your common, usual uptimes?

    3. Security measures

    I do like tight servers, but not so tight that the security measures actually mistake my clients or me for attackers. It's another bone of contention with my current host, that his measures (including some cpanel stuff) are so rigid, that one and the same IP hitting a server 5 times within a short while without getting a proper response blocks that IP which then has to be manually unblocked.

    Such stuff is EXTREMELY tiresome, as clients will mostly not realize what's happened and tell me they can't download email or that sites are offline. I then check and re-check and as the IP block is only one of several possibilities it will take time until I can tell the host to unblock such and such an IP. I've lost clients over this, so while it sounds funny, it isn't really.

    So - what kind of security measures do you use and if you have the above rule set up, how is it set up - as rigidly?

    4. Content

    I read your TOS/AUP, much of that is pretty straightforward, some is not. E.g. I have clients who are gay and maintain discussion groups, others offer handcrafted leather items to be used behind bedroom doors. Nothing I'd consider obscene or pornographic and nothing my old (USA) host considered so either.

    But sorry to be so direct, I often feel a mighty culture clash between the USA and Europe regarding these things, especially when e.g. I currently listen to news about US politicians or when I notice that nipples need to be bandaided to not be considered porn in some areas. Basically I need a concrete pointer as to what your definition of pornographic or obscene is. I don't really want to lose those clients, they don't cause high bandwidths, they are paying punctually and are as nice as please.

    5. Payment methods

    I saw that you take CCs and Paypal, I own/have neither and used to pay via 2checkout's European e-banking offer. If I were hard put I could ask a friend to pay for me using a VISA CC, but I actually would very much prefer to do that myself. So do you use a CC-company like 2checkout which also offers European online banking transfers?

    And BTW I usually direct quite a few clients of webdesign only, who do not set up a hosting account with me, to the same host I am hosting with. As many of them are European most of them will have the same problem.

    Greetings

    a potential new client ;-)
     
  2. KH-Joel

    KH-Joel KH Sales Staff Member

    Hello,

    Thanks for your interest in KnownHost. Before we get into details I wanted to point out we do not offer root access with Reseller accounts. If you need root you need a VPS with us. Please see below as I have answered your questions.

    1. Shell/Root

    I'm used to working a reseller account via cpanel/WHM, the majority of sites I host are webmastered by me and do not need anything special in any way. However I webmaster also 2 own sites on which I would prefer to be able to install scripts which need shell/root access, e.g. ones like Campsite (campware.org). On my current host I could assign shell/root access to certain users and had it as a rule for my own main account already turned on. How is that with you guys? Or - if root/shell access is impossible, is there a means to get such scripts installed?

    --You need a VPS if you host with us. We won't allow custom scripts on our Reseller platforms as this means others can see/use it or be affected by it.

    2. Support and Reliability

    One main bone of contention with my current host is that people can't be sure of uptime and are not immediately told what is happening when things are happening. Now, there's nothing worse for a reseller than having to tell his clients "I don't have the slightest". An absolute must for me is therefore, that if sites/accounts/servers go offline or down, I want to know pretty much within the half hour or so exactly what is happening, how long it will cause downtime and whether to expect prolonged trouble.

    --Feel free to check here for an idea of our uptime and how we handle things. http://hyperspin.com/ranking.php?type=2 O

    Sorry, but being told simply in a forum isn't by now really enough for me, I need a support phone number where I can reach a real (and knowledgable) person for major disasters just about 24/7.

    --We do offer 24/7/365 support but phone support is not something we have at this time. To date, we haven't seen the need for it as we are all very experienced and can handle things within reason quite fast. You can ask current customers on our forum or just browse our forum and you will see what I am referring to.

    A mailing list totally independent of the host setup and host's domains onto which clients can register. This would be a real boon, if it is used by support to notify customers at disaster times.

    --That is what our forum is for. Just subscribe to the network and hardware thread as we update this all the time. It is hosted outside our network so it won't be down if our network is having problems.

    This, as actually it isn't such a problem telling a client sth like "DDOS attack (server crashed/CPU overload/whatever else), will be online again in X hours" and have him happy knowing things are being corrected, rather than having to lie to him or worse being caught in that lie as I don't myself know what's happening.

    Also, while I am quite understanding of occasional burps and quirks and short disconnections, I'm getting allergic to longer downtimes, longer being anything above half an hour. Is there a means to check your common, usual uptimes?

    --Sure, check hyperspin as we really don't have such issues (listed above). Also, the network and hardware status thread. We have a growing forum so if we have problems this is where our customers go.

    3. Security measures

    I do like tight servers, but not so tight that the security measures actually mistake my clients or me for attackers. It's another bone of contention with my current host, that his measures (including some cpanel stuff) are so rigid, that one and the same IP hitting a server 5 times within a short while without getting a proper response blocks that IP which then has to be manually unblocked.

    Such stuff is EXTREMELY tiresome, as clients will mostly not realize what's happened and tell me they can't download email or that sites are offline. I then check and re-check and as the IP block is only one of several possibilities it will take time until I can tell the host to unblock such and such an IP. I've lost clients over this, so while it sounds funny, it isn't really.

    So - what kind of security measures do you use and if you have the above rule set up, how is it set up - as rigidly?

    --We don't have such measures setup like this. We try to be flexible but if it is abused we will not allow it and possibly ask the customer to leave. If you need specific details feel free to ask our Support department prior to signing up. Let them know you are considering a reseller hosting plan.

    4. Content

    I read your TOS/AUP, much of that is pretty straightforward, some is not. E.g. I have clients who are gay and maintain discussion groups, others offer handcrafted leather items to be used behind bedroom doors. Nothing I'd consider obscene or pornographic and nothing my old (USA) host considered so either.

    --This is fine. Sex video's, etc we wouldn't allow for sure however. If we get emails from our NOC that something on our servers is offensive and causing lots of complaints then we have no choice but to contact you but this rarely is an issue.

    But sorry to be so direct, I often feel a mighty culture clash between the USA and Europe regarding these things, especially when e.g. I currently listen to news about US politicians or when I notice that nipples need to be bandaided to not be considered porn in some areas. Basically I need a concrete pointer as to what your definition of pornographic or obscene is. I don't really want to lose those clients, they don't cause high bandwidths, they are paying punctually and are as nice as please.

    --I understand. We basically don't want nudity from the waste down as well any type of sexual activity (video's, etc). Selling sex toys, etc is not in violation of our TOS/AUP. I hope this clears things up.

    5. Payment methods

    I saw that you take CCs and Paypal, I own/have neither and used to pay via 2checkout's European e-banking offer. If I were hard put I could ask a friend to pay for me using a VISA CC, but I actually would very much prefer to do that myself. So do you use a CC-company like 2checkout which also offers European online banking transfers?

    --We use Authorize.net which is much more popular then 2checkout. We accept VISA, Mastercard, AMEX, and Paypal.

    Thanks,
    Joel
     
  3. Unregistered

    Unregistered Guest

    Hi Joel,

    --You need a VPS if you host with us. We won't allow custom scripts on our Reseller platforms as this means others can see/use it or be affected by it.

    Maybe I am misunderstanding something here, but how come others can have a look at my account?

    --Feel free to check here for an idea of our uptime and how we handle things. http://hyperspin.com/ranking.php?type=2

    Impressive!

    --That is what our forum is for. Just subscribe to the network and hardware thread as we update this all the time. It is hosted outside our network so it won't be down if our network is having problems.

    That's also ok then.

    --Sure, check hyperspin as we really don't have such issues (listed above). Also, the network and hardware status thread. We have a growing forum so if we have problems this is where our customers go.

    --We don't have such measures setup like this. We try to be flexible but if it is abused we will not allow it and possibly ask the customer to leave. If you need specific details feel free to ask our Support department prior to signing up. Let them know you are considering a reseller hosting plan.

    Good.

    --This is fine. Sex video's, etc we wouldn't allow for sure however. If we get emails from our NOC that something on our servers is offensive and causing lots of complaints then we have no choice but to contact you but this rarely is an issue.

    LOL - no, no videos ;-)

    --I understand. We basically don't want nudity from the waste down as well any type of sexual activity (video's, etc). Selling sex toys, etc is not in violation of our TOS/AUP. I hope this clears things up.

    Pretty much, thank you, though I guess I will take it up again with your support before any sign up.

    --We use Authorize.net which is much more popular then 2checkout. We accept VISA, Mastercard, AMEX, and Paypal.

    Dang it! None of those are common or easy to use for a majority of European customers (myself included). Authorize.net has no provision - as far as I can see - for processing e-checks from European banks (2checkout's version does so). I do hate to use such alternatives as Western Union (they cost an arm and a leg or practically half a year's hosting plan in fees alone).

    Greetings

    still thinking hard
     
  4. KH-Joel

    KH-Joel KH Sales Staff Member

    Hello,

    Basically, if we allow custom scripts on a reseller system this puts other reseller customers at risk due to this script. They can't see your account but there is no true isolation in a Reseller account compared to a VPS account (full root access and seperate file system, etc). We don't allow this as this is why we focus on VPS's as they make a lot of sense for many customers such as yourself. Hope this helps.

    Thanks,
    Joel
     
  5. Unregistered

    Unregistered Guest

    Hi Joel,

    okay, put this way I understand the background.

    My current main problem is with the payment method though. They seem to have no provision at all for Europeans banking with European banks.

    CCs are no option for me, I dislike asking friends to use their CC, and Paypal is not what I truly consider a straightforward service, I just don't want any typical Paypal surprises like suddenly blocked accounts or withdrawn payments with something important as my budding business. Western Union is exorbitantly expensive in fees and I can't just send you the money in an envelope, can I now?

    My bank account has the option of pulling a check in US funds US-side with it being mailed to you by a local US-bank. I have to find out about the fees this incurs, but would a check in US$$ sent to you from a US-bank be acceptable too? And just how much leeway - timewise - do you give for such actions? Because - as one can readily imagine - such stuff is not as pronto and immediate as CC or Paypal payment, it might take 7-14 days to reach there, then you, then be cashed, etc.etc..

    Greetings

    still thinking hard ;-)
     
  6. KH-Joel

    KH-Joel KH Sales Staff Member

    Sorry, we only accept paypal and credit cards. Paypal is used by many and very simple and fast to use. Western Union is quite shady to be blunt thru several years dealing with it in the past so KH won't ever be accepting that. Any questions let us know.

    Joel
     
  7. Unregistered

    Unregistered Guest

    Hi Joel,

    Western Union actually is the official cooperation agency for postal money orders in much of Europe. All postal money orders done over here are processed via Western Union, no fraud involved at all, with business partner of WU being the state-owned postal services in most cases.

    Paypal OTOH has created problems in the past for my brother (account frozen for ages, with a hefty sum on it, because he received several small payments from non-European and non-US customers) and a couple of friends. Few people use it among my acquaintances. For a rundown on PayPal practices: http://paypalsucks.com . Ungainly site, a wealth of info.

    The problem is that European banking doesn't work as in the USA. You pay dearly for CCs already in fees, most banks hand out e-cash banking cards which are taken everywhere as CCs are in the USA. But of course these cards do not work when fed into a US-CC merchant system. Due the CC fees as opposed to no e-cash fees few use CCs. To boot, it's much more difficult here to get a CC than to get a bank card.

    Much is still paid cash or by checks (checks work differently here too, we have a guaranteed-to-cash variety) and the vast majority of bills are paid by money transfer, which costs nil and works nearly instantaneously, even across country borders.

    US banking and European banking do not mesh well in general, which makes it a nightmare for a European customer to regularly or at all pay bills in the USA unless he pays a lot extra in fees. With webhosting this makes things senseless, as due those additional fees a European webhost becomes quite competitive pricewise. That's why 2checkout offers the money transfers for European clients.

    All that JFYI, as lack of system-compliant payment methods will very probably keep me from signing up with you. Not just because I find it difficult to pay, but also because I know for sure that I can't recommend European clients of mine to you either if they can't pay.

    *Sigh*
     
  8. KH-Joel

    KH-Joel KH Sales Staff Member

    We have hundreds of customers from Europe so this isn't a problem for them. At the end of the day we can't justify Western Union as we are talking about small amounts of money in most cases. I would think most hosts would agree. Good luck.

    Joel
     

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