Beyond that, the preferred method of support is our support ticketing system. Our expert technicians answer support tickets 24x7x365 days per year and we strive for a very fast response time.

First level telephone support is available Mon.-Fri., from 9am - 6pm, but all  support requests should be submitted first via our support ticketing system. You may call at any time to check on the status of a ticket, but please have your ticket number ready when you call. If necessary, you may request to speak to a technician or account manager if appropriate. 

Use of the ticketing system ensures that all support requests and questions are answered promptly and accurately. All requests and replies are archived in your Support Center for future reference. 

ValueReseller Management reviews all open tickets on a daily basis to make sure all requests are responded to and resolved in a timely manner. If you ever need to escalate a support request, please call and ask to speak to an Account Manager or email sales@valuereseller.com. 

Technical consulting beyond basic H-Sphere and server support issues is available for $60 per hour.

Support Guidelines

We ask that all clients observe the following guidelines when requesting technical support:

1. Be sure you submit support tickets from your Reseller Control Panel and not your Administrative Control Panel. The Reseller Control panel is the first level and has our logo at the top. You would have received the login url for this in your first New Account email from us. You can always login directly here in the customer support center or at the following URL:
   
   http://cp.onnetsecure.net:8080
   
   If you submit support tickets from your Administrative Control Panel you will be sending them to yourself and we will never see them.
   
   
2. Please submit support tickets by logging into your Reseller Control Panel rather than emailing support. Emails sent to support@valuereseller.com will be seen by the support reps but they do not contain the pertinent username and other account information as do tickets sent from your control panel. 
   
   Also, please do not reply to support tickets via email. Email copies are sent for convenience but your actual responses should be sent from your control panel (otherwise the replies will not be logged in your support center and the email reply will generate a new ticket for the same issue).
   
   
3. Phone support is available Mon. - Fri. from 9am - 6pm, but please submit a support ticket and give the support reps an opportunity to respond before calling for phone support. All support requests are handled in the order they come in as ticket numbers. 
   

-The ValueReseller Support Team