As a reseller you are your customers' first line of support, and MdmHost is yours. Knowing which problems you can fix in minutes and which need the server team saves everyone time and keeps customers happy.
Before you start
- WHM access and a way for customers to reach you, such as your own ticket system or WHMCS.
Issues you can usually solve yourself
| Issue | Where to fix it |
|---|---|
| Forgotten cPanel password | Password Modification |
| Site down: suspended, over quota or bandwidth | List Accounts, bandwidth fix |
| DNS changes, MX or verification records | Zone Manager |
| SSL not issued | AutoSSL for customers |
| Slow site or 508 errors | 508 guide, LiteSpeed Cache |
| Restoring deleted files or email | JetBackup restores |
| Malware found in an account | Imunify360 cleanup |
| Package or limit changes | Upgrade/Downgrade |
Issues to escalate to MdmHost
- Server down or all sites slow at once.
- IP blocked by the firewall (unblocking is server-side).
- Shared IP blacklisted, mail queue problems.
- PHP extensions or server software not available.
- Restores older than JetBackup shows, or account migrations.
- Anything needing root access.
Write a ticket that gets solved fast
- The cPanel username and domain affected.
- What happens, the exact error message, and since when.
- What you already checked or tried.
- For blocks: the customer's IP from the IP checker.
- For email issues: sender, recipient and time of a sample message.
Open tickets at /tickets/new.
Tip: Keep a short internal knowledge base of fixes you have done. Most reseller tickets repeat, and a written answer turns a 20-minute task into two.
Set expectations with your customers
Publish your support hours and response times, and route urgent server problems to MdmHost quickly. MdmHost offers 24/7 human support for you, so you can promise fast escalation even outside your own hours.
Frequently asked questions
Can my customers contact MdmHost directly?
Support is for you as the plan owner. Keep your customers with your brand and escalate on their behalf.
What if I am not sure whether it is a server issue?
Check whether other accounts have the same problem. If only one account is affected, it is usually account-level; if many are, escalate.
Should I give MdmHost my customer's password?
No. Support can access accounts from the server side without customer passwords.
How fast does MdmHost respond?
Support is staffed 24/7 by people. Urgent server issues are handled with priority; include all details for the fastest result.
Should I use WHMCS for support tickets?
WHMCS includes a ticket system that links tickets to client accounts and services, which saves time looking up details.
What should I do during a server-wide outage?
Open one ticket, check MdmHost announcements, and post a short status note for your customers. Avoid sending many duplicate tickets.
How do I handle angry customers?
Acknowledge quickly, give an honest timeline and update them when it changes. Silence causes more frustration than the problem itself.