Licensing reseller refuses support

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

cPanelMichael

March 26, 2019 22:35

Hello Mike, Thanks for reaching out to us. Can you paste the contents of your post into a

JIKOmetrix

March 27, 2019 13:06

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

March 27, 2019 16:18

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!

March 27, 2019 19:23

Hello, Okay, will do. - Mike

March 27, 2019 19:27

Hello, It is ticket 11773287 Thanks, Mike

Licensing reseller refuses support

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