End User(EU) Support for Reseller customers is handled by the reseller account holder, or their support staff directly.

Hosting Australia doesnt have any direct contact with end users that are managed under a Hosting Australia reseller account. If a call is received by the EU, HA support teams will redirect the caller back to primary reseller account holder and advise the end user that they have come through to wholesale support and will need to speak to their retail hosting provider for further assistance.

Reseller accounts are primarily used for clients that wish to operare their own web hosting business, or who have multiple accounts that they wish to manage under a primary WHM (cPanel) console. It is a condition of the reseller plans that all support of those accounts is provided by the reseller, or by somebody engaged to provide support on their behalf.

If you wish for Hosting Australia to provide end user support, a retail product will be required, which can be found on this page : http://hosting-australia.com/web-hosting/web-hosting-packages

For Reseller accounts, server side support, site support and/or design work, will only be provided to the reseller directly and not to end customers. These definitions follow our normal support policies, which can be found here.

For further clarification of this, please contact your Hosting Australia Account Manager.