depends what's in the contract... usually I say it's up to the client to figure that out. I'll assist them in setting it up but once it's live it's their baby.
If the issue is something that relates to their ISP, hosting provider, etc. (i.e. not something you're directly responsible for): reaffirm that they should contact Company X regarding their problem and that you cannot assist them in that manner.
You need to assure the client that Company X will be able to walk them through everything, no problem. I think what usually happens here is that the client panics, and you end up being the first "technological" person they think of.
If they continue to ask you to do "tech support" type work, suggest they contract an IT consultant for this type of work. Make friends with an IT consultant; you can both refer business to each other.
If they expect you to call tech support on their behalf, tell them that you will charge them for that time and do so.
1. We set all hosting up for clients. But we charge a hosting set up fee.
2. We prefer to resell hosting. We have a fantastic provider in Australia and have experienced virtually no downtime in the last few years of using them. We don't mind providing the occasional bit of support if their site's down, because we get the hosting ridiculously cheap and then mark it up considerably. I love reseller agreements.
3. Not our problem and not yours either. Tell them it's not a service you provide and steer them to the nearest IT support guy.
If you don't provide those services at all and it's not something you really want to do, don't do it. It's YOUR business (I'm assuming it is anyway...) and you should decide what you do. We've had to beef up our agreements and T&C's and it's helped. The most important thing is to stick to your guns. Don't do it for them one time then say you can't another time. It causes confusion and massive amounts of drama for you.
I almost always insist on setting up hosting just so I can get the job done right and done quickly. After the website has been designed I tell refer them to tech support for tech questions.
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You need to assure the client that Company X will be able to walk them through everything, no problem. I think what usually happens here is that the client panics, and you end up being the first "technological" person they think of.
If they continue to ask you to do "tech support" type work, suggest they contract an IT consultant for this type of work. Make friends with an IT consultant; you can both refer business to each other.
If they expect you to call tech support on their behalf, tell them that you will charge them for that time and do so.
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2. We prefer to resell hosting. We have a fantastic provider in Australia and have experienced virtually no downtime in the last few years of using them. We don't mind providing the occasional bit of support if their site's down, because we get the hosting ridiculously cheap and then mark it up considerably. I love reseller agreements.
3. Not our problem and not yours either. Tell them it's not a service you provide and steer them to the nearest IT support guy.
If you don't provide those services at all and it's not something you really want to do, don't do it. It's YOUR business (I'm assuming it is anyway...) and you should decide what you do. We've had to beef up our agreements and T&C's and it's helped. The most important thing is to stick to your guns. Don't do it for them one time then say you can't another time. It causes confusion and massive amounts of drama for you.
GOOD LUCK. :)
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if the roof leaks, do you call your decorator? no.
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