Resellers and Partners FAQ

What is a DedicatedNOW Reseller Partner?

There is a lot of confusion and sometimes misinterpretation of the true definition of what a DedicatedNOW reseller is. A DedicatedNOW reseller is a customer that will resell our Dedicated Servers. A DedicatedNOW Reseller is NOT a customer who will simply purchase a server and resell shared accounts, VPS's, or reseller accounts from that server. This would fit our standard category of retail services and does not apply to our reseller plans.

How does the DedicatedNOW Reseller Discount Work?

The DedicatedNOW Reseller Program, is a tier based reseller program based upon the volume of servers resold through DedicatedNOW. The reseller program starts at the lowest discounted level for reseller rates, and as your total number of resold servers increases so will the appropriate discount levels. Simply put, the more servers you resell for DedicatedNOW, the bigger your discount levels become.

What servers qualify for the DedicatedNOW Reseller and Referral Programs?

All servers offered at regular price found at DedicatedNow will quality for the reseller discount rates. Servers advertised as "bargain", "Closeout", or "specials" are already priced as low as possible, and cannot quality for the reseller program. However, servers purchased through the "bargain", "Closeout", or "special" offerings will be counted towards your total volume of servers.

How does the DedicatedNOW Reseller Program Work?

Below are specific points regarding the DedicatedNOW reseller program, meant to be a guideline of service offerings and levels of support:

Becoming a DedicatedNOW Reseller:

The DedicatedNOW Reseller Program, is structured to provide tier based volume discounts to its approved resellers. Resellers must be approved by either an approved representative of DedicatedNOW by either filling out the reseller application to review your service offerings, or be directly approved by your DedicatedNOW sales representative. Apply now - it's free!

Billing and Invoicing:

· The first server purchased through DedicatedNOW, must be done through the DedicatedNOW website, and note your approved reseller status. The billing department will make the pricing adjustments prior to invoicing and billing for the server(s) ordered.

· Additional servers may be purchased through your DMS customer area at the already discounted pricing levels.

· When reaching a new tier discount level, the reseller must contact DedicatedNOW's billing department directly to alert them to the next discount level. DedicatedNOW will not automatically adjust pricing to the next discount level.

· All invoices are created on the anniversary date of the server's delivery date to you. Invoices are due on the date they are created, and are subject to suspension if not paid within 10 days of invoicing.

· Resellers are liable for all invoices created, regardless if your client has paid you for the servers.

· To cancel any services, you must send a signed fax statement to 973-453-8209 attention Sales Department, with your Server ID #, Main IP, and current root password. Cancellation requests must be made 30 days in advance of your cancellation date request. Any monthly fees paid up until that point will not be refunded, and any recurring invoicing within the next 30 days for that service will incur its normal monthly fees. If a server is to be cancelled due to an upgrade, i.e. involving a transfer of data from the old server to be cancelled to the new server ordered, then DedicatedNOW will pro-rate invoices to the time the customer tells us to take the old server offline.

· All payments are due within 10 days of the invoice creation. Services not paid within that timeframe are subject to suspension or termination.

· Resold servers that are suspended may not be re-enabled until the invoice balance has been paid in full. Every reasonable attempt will be made to contact the reseller prior to suspension and termination. Resold servers that are suspended for a period of 48 hours with no contact from the reseller, and should the end-user wish to pay the balance of the invoices, will be turned over to the end-user directly with no ownership of the server after such point being allowed to the reseller.

Technical Support:

· Resellers are responsible for their own end-user support. DedicatedNOW will not provide direct support to "customers of customers" and all support must be done through approved channels of support. Should you be unable to support your client's issue directly, you (the reseller) or approved staff members, may request support for the issue directly through the approved support methods.

· We do not monitor your server, or its ports proactively. It is your responsibility to monitor your server, and alert us via e-mail or phone when your server appears to be unreachable.

· We can perform a number of options for you based upon the severity of the situation. Hacked servers are usually the result of utilizing a word for root password, which can be found in the dictionary. We recommend that you use a combination of letters, lower case and capital, numbers, and symbols, in no specific order. If your site or server is hacked, contact our technical staff immediately, so that we can assist. Please remember, DedicatedNOW is not responsible for the content of your server, or its security, please update all necessary patches, when they become available, and keep backups of your sites and content in the event all data is lost.

· DedicatedNow is responsible for all hardware related issues. If there is a hardware failure, it is replaced and fixed for no additional charge.

· DedicatedNow offers email based support only. We do, however, offer phone support only for emergencies such as a downed or unreachable server.

· Tickets are replied to as quickly as possible. Normal turnaround time on a ticket is 30 minutes or less. Some problems take longer than others to resolve, and at peak time, we may receive multiple messages at once, so response times may vary. However, all support tickets will be answered in a 24 hour period.

· You may request our support staff to install upgrades for you, however, there may be a charge related to this billed at our normal rates per half hour.

· DedicatedNow does not offer phone support for customers. If customers call for support, they will be notified to submit their issue via email for proper responses and services.

· Additional support not covered through normal means will incur a $75.00 an hour Tech fee billed in 30 minute increments.

· If you request additional services, the services will not be performed until you verify that you agree to the payment terms expressed above.