When you resell hosting under your own brand, your customers bring their problems to you, not to us. This guide explains how support works on Domain India reseller hosting: which problems you handle, how to troubleshoot a customer's website step by step, and when and how to bring a problem to Domain India so it is solved on the first reply.
You support your own customers; Domain India supports you. Work through a fixed order: get the exact error, check that the account and domain are active, reproduce the problem, read the error log, then fix what is in your hands. Bring us anything on the server side, such as a blocked IP, a server error or a problem that hits many accounts at once. Support is by 24/7 live chat and tickets, with a first response to tickets within 15 minutes. There is no phone support and no support email address; the ticket is the channel.
1. Who supports whom
Reseller hosting has two layers of support. Your customers see only your brand, so they come to you first. You come to Domain India for anything that needs the server, the network or our side of the account.
| Problem | Who handles it |
|---|---|
| A customer can't log in, forgot a password or needs a new account | You, in WHM or DirectAdmin |
| A customer's website code, theme, plugin or content is broken | You or the customer's developer |
| Package limits, suspensions and upgrades for your customers | You |
| Your customers' billing and invoices | You, in your own billing system |
| Server errors, firewall blocks, mail server or network problems | Domain India |
| A problem that affects many of your accounts at once | Domain India |
| Your own reseller plan, its invoices and its limits | Domain India |
Unsure which side a problem is on? Ask. If it is on our side, we fix it; if it is in the customer's website, we tell you what we found.
2. A troubleshooting method that works
Follow the same order every time. Most tickets are solved by the first four steps.
- Get the exact symptom.Ask the customer for the page address, the error word for word and a screenshot. "The site is down" can mean a DNS error, a 500 error, a suspension page or a blocked connection, and each has a different fix.
- Check the basics.Confirm your own reseller service is active and paid in the client area, that the customer's account is not suspended in WHM or DirectAdmin, and that the domain has not expired and points to the right server.
- Reproduce it.Open the page yourself in a private browser window, and on mobile data as well. If it works for you but not for the customer, the cause is usually their network or a firewall block, not the site.
- Read the error log.The log usually names the exact file and line. See reviewing error logs in cPanel and DirectAdmin.
- Narrow it down.Decide whether it is DNS, the database, the web application or the account's resource limits, then use the matching guide in section 3.
- Fix, test and tell the customer.Keep the customer informed while you work, and tell them clearly if they need to do something themselves.
- Write it down.Note what the problem was and what fixed it. Your own notes become your fastest reference the next time.
3. The common problems, and where to start
.htaccess line. See troubleshooting 500 Internal Server Error.A few facts about our shared servers save a lot of time:
- PHP settings in
.htaccessbreak sites. PHP does not run as an Apache module on our servers, so aphp_valueorphp_flagline in.htaccessgives a 500 error. Change PHP settings in the control panel instead. - Some PHP functions are disabled on shared hosting for security, including the ones Composer scripts and many SMTP libraries need. See PHP disabled functions on shared hosting.
On our cPanel servers, nginx sits in front of Apache and caches successful pages for up to 120 minutes. It can keep showing an old page, or an error you have already fixed. Add ?t= and any text to the address, for example https://customerdomain.com/?t=123, to see what the server returns right now.
4. When to bring a problem to Domain India
Open a ticket with us when:
- a customer's site works on mobile data but not on their normal connection, which usually means their IP was blocked after repeated failed logins;
- the error log points to the server rather than the website, or there is no useful error at all;
- several of your accounts fail at the same time;
- your customer needs something only we can do on the server, such as enabling jailed SSH for their account;
- you have worked through the method in section 2 and are stuck.
Fixing a customer's own code, theme or plugins is not part of standard support. We will still tell you where the problem is. If you want us to do the fix, Domain India offers custom development as a paid service at ₹500 per hour; see scope of support.
5. How to contact us, and what to send
Live chat is open 24/7 from the chat icon on every page of domainindia.com. Use it for quick questions and account lookups.
Support tickets are for anything that needs investigation or a change on our side. Open one at /client/support/new when logged in, or at /support/ticket if you can't log in, and follow it at /support/ticket/track. Every ticket gets a first response within 15 minutes; how long a fix takes depends on the problem.
There is no phone support, and emailing a support address is not a support channel. Open a ticket so the request is logged, routed to the right team and tracked. For more detail, see support channels.
A good ticket includes:
- The affected domain or domains, and whether other accounts on your reseller plan work.
- The exact error, a screenshot and the time it started, with the time zone.
- What you already checked, such as DNS results, the account's resource usage and the error log lines.
- The visitor's public IP address, if only some people are affected.
- Any recent change: a plugin update, a PHP version change, a DNS change or a new account.
Domain India support never asks for your WHM, DirectAdmin or customers' passwords, private SSH keys or one-time codes. Don't paste them into a chat or a ticket.
If a ticket is not moving, reply on the same ticket and ask for it to be escalated, rather than opening a new one for the same issue.
6. Set up your own support desk
Your customers expect a clear way to reach you. A few things make that easier:
- One published channel. Give customers a single support address or form of your own, and tell them your hours honestly.
- A billing system with a helpdesk. Third-party billing software such as WHMCS or Blesta can create accounts through the panel's API and includes a ticket desk. Licences are bought separately; see Blesta for cPanel reseller hosting.
- Your own answers and monitoring. Write short answers to the questions you get every week, and put a free uptime monitor on your customers' main sites so you hear about an outage before they do.
7. Domain India reseller hosting
Domain India sells white-label reseller hosting with cPanel/WHM or DirectAdmin, and ASP.NET reseller hosting with Plesk. You create and manage your customers' accounts, set your own prices, and bill them yourself. Compare plans and live prices on the reseller hosting page. New reseller hosting purchases can be refunded in full within 30 days.
Frequently asked questions
Does Domain India support my reseller customers directly?
Your customers see your brand, so they come to you first, and you support them. Domain India supports you, the reseller, with the server, the network and anything on our side of the account.
How do I contact Domain India support as a reseller?
Use the 24/7 live chat on domainindia.com, or open a ticket at domainindia.com/client/support/new when logged in, or at domainindia.com/support/ticket if you can't log in. Tickets get a first response within 15 minutes.
Is there phone or email support for resellers?
No. Domain India does not offer phone support, and emailing a support address is not a support channel. Use live chat or open a support ticket.
Will Domain India fix my customer's website code?
Fixing a customer's own code, theme or plugins is not part of standard support, but support will help you find where the problem is. Domain India offers custom development as a paid service at ₹500 per hour.
Why does my customer's site work on mobile data but not on their office internet?
The office IP address has most likely been blocked by the server firewall after repeated failed logins, often from an old email or FTP password saved on a device. Fix the password on every device, then open a ticket with the office's public IP address.
What should I include in a support ticket?
The affected domains, the exact error with a screenshot and the time it started, what you already checked, the visitor's public IP if only some people are affected, and any recent change such as a plugin update or DNS change.
Ready to get help? Work through the method above, then start a live chat, open a ticket in the client area, or compare reseller hosting plans if you are just getting started.
Send us the domain, the exact error and what you have already checked. Every ticket gets a first response within 15 minutes.
Open a ticket