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cPanel Technical Support has been heavily impacted by hurricane Beryl and our ability to respond to tickets has been hindered as a result. We appreciate your understanding and patience as we address these delays.

Why don't you offer support for the licence purchased with host?

Comments

12 comments

  • cPRex Jurassic Moderator

    Hey there!  Our Partners that offer licenses are also required to offer support for those licenses, and can escalate issues to us as necessary.  *Technically* it's always been part of the Partner agreement, but we're just now making it more official.

    You always have the option to purchase a license directly with us if you'd like to work directly with our support team.

    1
  • digitaliway

    I am also running into this same issue where I always got support direct and now, I am unable.  I will switch to direct, but what we need is a step-by-step process to switch the license to direct with minimal to no downtime and do this quickly on a day and time we choose.  can you provide that process?

    0
  • cPRex Jurassic Moderator

    Switching your license won't cause any downtime.  You'll just lose access to WHM, cPanel, email authentication, and probably a few other things I'm not thinking of at the moment, but the server and websites will all stay online.  It's best to do things in this order:

    -cancel the current license with your provider
    -order the license through the cPanel Store
    -run the license update command over SSH to refresh the license on the server:

    /usr/local/cpanel/cpkeyclt

    That whole process should only take a couple minutes.

    0
  • Matthew.A

    If a partner refuses to support then they shouldn't be allowed to resell imo. I use hetzner and they point blank refuse to do anything software based, only hardware. I'm waiting for they to come in tomorrow so I can cancel cpanel and buy direct now - what I'm not sure on (I can't purchase a license as my ip is already in use) is the time for cancel and purchase overlap?

    0
  • CharlesGLondon

    May be you should force reseller to show this notice upfront that cPanel will not offer support for licence instead they will offer support so that we don't get locked in with contract and only to find out that we can't get support from you.

    1
  • ffeingol

    Not defending cPanel here, but this is a very standard reseller type agreement.  @... can tell you if there is a better way, but if your license provider is refusing support, I'd email a copy of the info to cs@cpanel.net (cPanel customer support) and they are required to provide support.

    0
  • CharlesGLondon

    I didn't have a chance to contact them for support so far. 

    0
  • Andrew

    Charles,

    You can also utilize the forum, we have some pretty good guys here as well as cPanel engineers who are happy to try to assist you....

    Andrew N. - cPanel Plesk VMWare Certified Professional
    Do you need immediate assistance? 20 minutes response time!*
    EmergencySupport - Professional Server Management and One-time Services

    1
  • Unnamed User

    It doesn't seem right to me what you are doing, both you and your resellers. At what costs do you either return to support, or lose us for good.

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  • Unnamed User

    Agreeing with all the users above here: this is not the way. cPanel licenses have done nothing but to raise all these years, we have put up with it and now you remove the direct support of your software? Way to see the beginning of a top company's decline and fall.

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  • Unnamed User

    I also have the same problems as the people above. We used to buy cPanel / Whm but as we no longer have support we no longer have any reason to do so.

    0
  • cPRex Jurassic Moderator

    If you purchase the license from us directly, you'll get the same support you always had.

    0

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