Supporting your hosting clients

Who supports whom

• Your clients → you: email setup, passwords, website questions, billing.
• You → Hostnali, 24/7: server issues, restores, migrations, anything you can’t solve.

Your clients never need to know we exist.

Set up your support channels

• Ticket desk in WHMCS, so nothing gets lost.
• Email on your domain: [email protected].
• WhatsApp or phone for urgent issues, with clear hours.
• A help page with answers to the common questions below.

Questions you’ll get most

Question	Where to start
“Set up email on my phone”	Mail client settings in cPanel; see email on your phone
“I forgot my password”	Reset in WHM, or the client resets it in your WHMCS
“My site is down”	Check the domain hasn’t expired and the account isn’t suspended, then contact us
“Install WordPress”	Softaculous in cPanel
“I deleted something”	Ask us to restore from the daily backup
“My email goes to spam”	Check SPF, DKIM and DMARC records

When to contact us

• Server errors, slowness affecting several sites, or anything you can’t explain.
• Restores from backup.
• Migrations and DNS problems.

Open a ticket with the client’s domain and what you’ve already checked; we answer 24/7.

Habits that keep clients

• Reply fast, even just to say you’re on it.
• Explain without jargon.
• Warn before renewals and before any change.
• Offer a care plan for clients who want updates and small changes done for them.