Hotwire Networks Reseller Criteria Print

For Hotwire Networks, our Resellers must adhere to the following requirements:

1. Maintain Billing and Support Relationship: Resellers are responsible for managing the billing and support relationship with their customers.
2. Comply with Hotwire Networks ToS: Resellers are expected to abide by the Policies and Terms of Service (ToS) set forth by Hotwire Networks.
3. Customer Service and Technical Support: Resellers are obligated to offer customer service and technical support to their end customers, including any Sub-Resellers. Technical support should be provided by the Reseller, with escalation to Hotwire Networks' technical support only when the issue cannot be resolved through the Reseller's own technical support, Hotwire Networks' Manage Portal, control panels, or other online tools provided by Hotwire Networks, such as help desks.
4. Scope of Technical Support: The technical support offered by the Reseller encompasses tasks related to common actions within the control panels. This includes, but is not limited to:
   • Account Management
   • FTP User Management
   • Email Support
   • SSL Support
   • DNS Support
   • Databases and Database User Support
   • Basic firewall management, including addressing IP blocks and individual client-side FTP or email client issues
   • Advanced Support: Hotwire Networks is available to guide Resellers through more advanced capabilities within the Manage Portal and control panels when required. However, Hotwire Networks does not provide support for website development or maintenance.
5. Support for Reseller's End Customers: Hotwire Networks is not obligated to provide support to the end customers of Resellers. Any communications from these customers or third parties regarding services procured through the Reseller will be forwarded to the Reseller. However, Hotwire Networks reserves the right to respond to such communications directly and take necessary actions. If it is determined that the Reseller is not offering adequate support to customers or Sub-Resellers, Hotwire Networks may, at its discretion, terminate the Agreement for cause or charge the Reseller for services at market rates.
6. Customer Relationship: Customers are considered customers of the Reseller unless they independently seek services from Hotwire Networks or another Hotwire Networks reseller without any solicitation from Hotwire Networks. In such cases, the customer becomes a customer of Hotwire Networks or the relevant Hotwire Networks reseller, as applicable. Hotwire Networks is not obligated to mediate in disputes between the Reseller and a customer under any circumstances.