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[Kayla]

Originally posted by mrmaxAug 19 2003, 8.57 pm
I am trying to setup demo version of account management and automation software.  I need shell access activated.  This is for the resller business.  I send an email to supportsurpasshosting.com.  The reply is from the hostdime tech support people, saying, " go to Hostdime and pay extra for shell access.

1.  I am a Surpass customer.
2.  I am a Surpass reseller acct.  you can't setup certain programs to help run your reseller business without shell access, therefore that should be automatic in the account setup, or a simple email for activation.
3.  I sent this email very early AM, I check email this afternoon, and get that reply.  I lose another day.  I'm trying to get everything in place this month, and I keep getting delayed, with various problems when I have to rely on help from Surpass.  Everything eventually gets taken care of but the delays, prevent work from advancing.

Please tell me the name of the support person who told you this, they need to be talked to. We are seperate companies and no one should be saying anything to you about "going to HostDime."

There is a page, mentioned here in the forum...
http://www.surpasshosting.com/addon.shtml
(Will now be putting a link to it on the support page)

That is how you order shell access.
You order it for the domain you want, you pay for it, and we get the notice. Then we activate it for you.

Yes, we must charge for shell access, it is $20 for each account activation.

[Kayla]

By the way.. since we are talking about HostDime..

We know a lot about reseller hosting already because HostDime, our parent company is #1 on Google for reseller hosting.

http://www.google.com/search?sourceid=navc...eseller+hosting

[Kayla]

Surpass is on page 2


:-)


At the top, though. :-D

http://www.google.com/search?q=reseller+ho...8&start=10&sa=N

[Kayla]

And...... we are both on the front page of the Yahoo search results.

http://search.yahoo.com/search?p=reseller+...UTF-8&fr=fp-top

We aren't small cookies... some of you guys must be happy here. :bananadance:

[mrmax]

Originally posted by teqAug 19 2003, 10.04 pm

That is why we have the email addresses,

resellerssurpasshosting.com
feedbacksurpasshelp.com

The two email address you list, I have never seen before!!
I just reviewed 1st the Surpass sales receipt for Reseller, and the Surpass Reseller account activation email.

Neither email list or have any reference to the two email addresses you list.

So you see, an exchange of ideas has revealed two things in this thread alone.
1. Surpass needs to include those two email addresses in the activation or a Welcome New Reseller email, that includes vital information and all contact data.

2. Host dime isn't perfect and by mistake made reference to using a Hostdime billing function.

Now you say, I could have sent this via email to surpass. Well, I'm sorry but when I don't get replies for other issues, either sales or billing issues, posting in a public area (I prefer reseller only area, but I see that will NOT happen), then the post is usually followed up with a reaction (sometimes positive, sometimes negative) from surpass.

Question,
do I send requests for reseller support to resellerssurpasshosting.com ?

and thanks a lot for taking the time monitor this forum.

[mrmax]

Please tell me the name of the support person who told you this, they need to be talked to. We are seperate companies and no one should be saying anything to you about "going to HostDime."

I PM you the info

[Kayla]

.... If you go to surpasshelp.com, these email addresses are listed.
Clearly listed. Our sites are meant to be fully browsed. :-)

We have always included these email addresses in our welcome emails.

Since we got a new ordering system, I admit these addresses are not in the reseller email, but they are on the site as always.

Thank you for the PM... I'm looking into this.

[Kayla]

And no, send all support requests to supportsurpasshosting.com

People who email resellerssurpasshosting.com usually ask us specific questions about reseller accounts before they sign up, or they use it to give us comments. The people who email us at that address are those clients who read the help pages that we provide, links are specifically at the top of
http://www.surpasshosting.com/resellers.html where it has links to tutorials (mainly a way to get clients to go surpasshelp.com and view the pages there, so that in case they haven't got word of our other email addresses, they will find them.)