As I think support is one of the major expenses of startup host I was thinking of differnt ways to handle this. One idea was a generic support site operated by a few small reseller/host companies.

The site could have a support forum, documents, and a helpdesk. The forum could be monitored by the different host. So instead of one person, several people can answer questions.

The cost of support documents and tutorials could be split.

The help desk could be manned in shifts. If the host needed extra labor to fill helpdesk shifts the cost could also be split.

Any opinions on my idea?

I don't see how it would work.

In order to support customers many times you need to log into their accounts - sharing logins is not a good idea.

How many people do you think will try to get eachothers customers in situation like this?

If you implement something like this I would suggest keeping it between just a couple of people on the same server.

Thats correct, for most support issues they do require account loggin. The best way to handle support I think is a HelpDesk.

While I agree that anything involving logins would be problematic, the idea of sharing a discussion forum and/or online document section with several other resellers could be an excellent way of providing advice and informal help to customers. Look at how many people use forums like this one to seek out help on various hosting topics: the same approach could certainly work on a shared basis for several partner hosts/resellers.

I'm also a huge advocate of hosts offering how-tos and other articles in an online reference library of some kind to help their customers: it can both help customers help themselves, and offers a way to differentiate your hosting company from other, not-so-helpful hosts. And by working with a couple of partners, you can ensure the information you provide is the best and most well written possible (more than one set of eyes to catch errors, poor grammar, etc.)

Outsource it to SupportFreaks.com and save yourselves the headaches.

I have noticed that various web hosts operate customer driven forums or message boards to cut support costs. This basically allows the customers to bounce off one another and answer questions.

Since quality support has always been very important to us, we always make sure that our own website has a very extensive FAQ to start with. This is something I think any host can benefit from - it eliminates receiving a lot of those questions if the customer can just find it online in a knowledge base. Plus, even non-customers/presales might find answers they were looking for in a search on the web when directed to YOUR faq - and this tells them that you are a thorough web host they might consider.

A helpdesk system is also a great help to track customer tickets and get questions answered the first time around, so your staff doesn't spend a lot of wasted time answering the same issues.

The problem with a forum or message board for a new web host is that it is likely to be empty -- since they don't have any customers yet. I understand the problem with passwords and logons. But couldn't several web hosts share a common message board? How easy is it to copy posts from an existing message board to a new one? And several web hosts could get together to produce a common FAQ/knowledge base. Or an enterprising veteran could compile one and sell it to new web hosts. How much would you charge me for one?

I installed a Help Desk using the commercial version of PerlDesk and it's done a fine job.

To me I think providing support to customers should be at the personal level if possible. Having FAQ and Online documentation is key but at the end your customers will appreciate the time you give them. Plus I will never put my support to the hands of the unknown.

With that said, I think resellers of the like sharing information is also very helpful.

mr sprocket there is a site exactly like you mentioned. I don't remember what it's called at the moment, but when I find the link I'll post it.

Here is the link http://jointsupportforum.com/