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Licensing reseller refuses support

Discussion in 'General Discussion' started by JIKOmetrix, Mar 26, 2019.

  1. JIKOmetrix

    JIKOmetrix Well-Known Member

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    Hello,

    In the past, I've always opened a ticket with cpanel when I have what I think to be a cPanel related issue. However, recently when I tried to open a ticket from my server there was an on screen noticed that said my license was purchased from a cpanel reseller and I should seek support from them or there will be delays in support.

    This is new to me.

    So I contact datacenter that I have my server in and where the cPanel license was purchased.

    They claim that do not provide any software support. They are an Infrastructure as a Service (IaaS) company. I should seek support for software elsewhere.

    Can cPanel way in on this?

    cPanel Makes it appear as though the reseller is responsible for support.

    In this case the reseller refuses to provide support.

    When a reseller agrees to the cPanel reseller agreement do they agree to support the licensing they sell??

    Or should I just ignore the notice from cPanel and open the ticket anyway to try and make my point there about no reseller support?

    Any insight would be helpful.

    - Mike
     
  2. cPanelMichael

    cPanelMichael Technical Support Community Manager Staff Member

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    Hello Mike,

    Thanks for reaching out to us. Can you paste the contents of your post into a support ticket with us and let me know the ticket number? We'll investigate to ensure you're provided with accurate information at ticket creation time.

    Thank you.
     
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  3. JIKOmetrix

    JIKOmetrix Well-Known Member

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    Hello,

    I was able to resolve the issue I was having with my merchant PCI scans. Internet search and testing.

    In the future, I'll open a ticket with cpanel first and see where that goes.

    Thanks for the direction.

    - Mike
     
  4. cPanelMichael

    cPanelMichael Technical Support Community Manager Staff Member

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    Hi Mike,

    I'm happy to see you were able to address the original issue. I still recommend opening a ticket with us with the contents of your first post to this thread when you get some time. We can investigate to verify we're sending you the correct information during the ticket submission process.

    Thanks!
     
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  5. JIKOmetrix

    JIKOmetrix Well-Known Member

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    Hello,

    Okay, will do.

    - Mike
     
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  6. JIKOmetrix

    JIKOmetrix Well-Known Member

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    Hello,

    It is ticket 11773287

    Thanks,
    Mike
     
    #6 JIKOmetrix, Mar 27, 2019
    Last edited by a moderator: Mar 27, 2019
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