ssh for resellers

[allspectrum]

Hello,

I've been a hostgator customer for about 2 months now. I don't resell accounts, but I signed up for a reseller account just to keep my various sites seperate. I received ssh access on my main account, but when I tried to get shell on the others, I was told it would be $10 each.. guess I didn't read the fine print very well.

Of course I wish shell was free on all accounts. I use the shell on my main site all the time, but its good to have on the others as well.. I've gotten used to cd'ing and vi'ing my way around.

I would love to access the other sites from my main reseller shell, now that would be nice. Hostgator could still charge the real resellers if they want to give their customers shell access, but still give folks like me access to their other sites from the main account. Any chance of that happening?

One more suggestion regarding ssh.. whenever I make some changes in WHM on the main site, it removes my shell access! I've already had to email support to re-activate it twice. This is a bit annoying and I'm sure support would benifit with less tickets if this were fixed.

Regards,
-Moses

[pphoster]

I also did not read the fine print after signing up for the Silver Reseller Plan and paying in advance for 1year. I really feel this is a scam charging $10.00 to run a script and why is this not something we resellers can control for our accounts.

I am moving my sites from another hosting service where I was never charged to enable SSH access.

Who would click and read the fine print hidden behind a help icon on the hosting plan over-view page. There is a big green checkmark next to SSH and we assume that it's included. Other hosting companies uses the very same table and I was not expecting to read 'oh and by the way, we charge $10.00 to enable this for each and every account'

Host Gator needs to change this very miss-leading policy!

[striddy]

Originally Posted by pphoster

I also did not read the fine print after signing up for the Silver Reseller Plan and paying in advance for 1year. I really feel this is a scam charging $10.00 to run a script and why is this not something we resellers can control for our accounts.

You admit that you didn't bother taking the time to research a product you purchased, yet you do bother to come here and whine about it.

You should get a better understanding of the word "scam" before you go throwing it around.

Originally Posted by pphoster

I am moving my sites from another hosting service where I was never charged to enable SSH access.

So you assumed things were the same at every host. Again, that's your fault and does not make it a scam.

Originally Posted by pphoster

Who would click and read the fine print hidden behind a help icon on the hosting plan over-view page. There is a big green checkmark next to SSH and we assume that it's included.

Who is we? Just because YOU didn't, doesn't mean others don't.

Originally Posted by pphoster

Other hosting companies uses the very same table and I was not expecting to read 'oh and by the way, we charge $10.00 to enable this for each and every account'

Uggghhh... "the very same table". Wasn't the same was it? And that's why you need to do your research instead of just clicking the buy button.

Originally Posted by pphoster

Host Gator needs to change this very miss-leading policy!

No, you need to learn to take the time to read.

Originally Posted by allspectrum

I would love to access the other sites from my main reseller shell, now that would be nice. Hostgator could still charge the real resellers if they want to give their customers shell access, but still give folks like me access to their other sites from the main account. Any chance of that happening?

Unfortunately, this is a limitation of Linux, not something that would be easily changed. Essentially, the files for other accounts are owned by the cpanel username, and so the permissions on the files won't let you modify them. In addition, if we were to offer this (and able to), it could make attacks on one user, by another on the same server possible.

Originally Posted by allspectrum

One more suggestion regarding ssh.. whenever I make some changes in WHM on the main site, it removes my shell access! I've already had to email support to re-activate it twice. This is a bit annoying and I'm sure support would benifit with less tickets if this were fixed.

This is also, unfortunately a "feature" of cPanel. Due to the fact that shell defaults to being disabled, and the fact that we don't allow you to change that, it will always do that.

I'm going to send you a private message regarding the subaccount SSH. Please check there for some information you might appreciate.

[pxforti]

I really like hostgator; I get great service for a reasonable price.

Nevertheless, I think the Reseller ad is misleading regarding SSH. Sure, one could click on the help icon, but there is no reason to; it says VERY clearly, "All accounts you setup will have....."
SSH
If only the main account has free SSH access, the table should read:
Your MAIN ACCOUNT will have...
SSH

And the help button for that item could read: "If you want SSH access for OTHER accounts, there is a one-time $10 fee.

Please fix your table so that it explains clearly that free SSH access is ONLY available on the main account. Or better yet, automatically allow SSH access for all accounts. I need it for every account I create, but often don't get it cause I don't want to spend $10 extra for it.

As I said, I REALLY like hostgator, but not having free SSH access on the reseller accounts is a negative strike. I'm certainly not going to look for another host for this reason, but I would be an even more loyal customer if you had this feature.

Thanks

Originally Posted by pxforti

Please fix your table so that it explains clearly that free SSH access is ONLY available on the main account.

Please provide the link where you see what you have quoted. I'll be happy to look into modifications. I can't promise anything but I can pass it along.

Or better yet, automatically allow SSH access for all accounts. I need it for every account I create, but often don't get it cause I don't want to spend $10 extra for it.

As I said, I REALLY like hostgator, but not having free SSH access on the reseller accounts is a negative strike. I'm certainly not going to look for another host for this reason, but I would be an even more loyal customer if you had this feature.

The primary reason we do not allow SSH access by default is, unfortunately, for account security. We don't do background checks on each new client, and at times people do sign up with malicious intent, and get hosted by us. Granted it is for a very short time, they cause a problem, they get suspended, we email them, they make some rude remark and we terminate their account, but it does happen. If we granted SSH access by default, hackers could potentially circumvent builtin protections such as file and directory permissions, and gain access to files and databases of other clients of ours, thus leading to possibly stolen passwords, stolen credit cards, stolen social security numbers, or worse. We would of course then be held liable even though it wasn't necessarily our doing.

It's better policy all around to protect your account and not allow SSH access by default.

To my knowledge, the reason we charge the $10 for subaccount SSH access is to discourage reseller clients with malicious intent from requesting SSH access. I agree that you as the reseller have to suffer because of the actions of the few, but it really is the best way we have found to keep your account secure.

I hope you can understand and appreciate that.

[pxforti]

GatorThomas,

I appreaciate your reply and explanation of why you don't offer automatic free ssh.

I attached a screen shot of the Reseller screen and highlighted the text I mentioned in my email.

Thanks

Pat Fortino
WriteNowDesign.com

Understood. Thanks are due to both you and striddy for pointing that out.

Since it is a table of checkmarks, what would be an acceptable way to indicate that it isn't _included_ but rather, is an additional feature that may have a fee associated with it?

[striddy]

Originally Posted by GatorThomas

what would be an acceptable way to indicate that it isn't _included_ but rather, is an additional feature that may have a fee associated with it?

Just move it to the next heading down.

Optional extra services.

[bgalvan]

Can I have root access?... i promise I wont do anything bad

[RainbowViper]

Certainly you can!

Root access starts at $174.00 per month, HERE.

[mavelar]

Originally Posted by pxforti

GatorThomas,

I appreaciate your reply and explanation of why you don't offer automatic free ssh.

I attached a screen shot of the Reseller screen and highlighted the text I mentioned in my email.

Thanks

Pat Fortino
WriteNowDesign.com

Maybe you need modify that on the "features included" is confused for someone new on this biz.

[myee123]

Looks like you can request SSH shell/terminal access using the following page:

http://gator###.hostgator.com:2082/f...addons/ssh.php

Where "gator###" is your server name, e.g. "gator123".

[Null]

I too have been burned by this. Very frustrating.

"Programming and Database Features" - "System Management: SSH Access and Cron Job Processing". No mention of a $10 fee that I can see...

I'm in the process of migrating over all my domains, all of which are personal sites, or customer sites that I manage myself. No one else even has access to cpanel, let alone ssh (not that I think this should matter anyways). Maybe a one-time $10 fee for me as the reseller, to have access to enable ssh on any of my sub-accounts, if this is only for security reasons, but $10 per domain?! Thats now going to more than double my hosting costs in the first 6 months!

This is after I just found out there is a fee to migrate add-on domains from a non-reseller hostgator account to my new reseller account. So far, this has not been a great start to my reseller hosting with host gator. Hopefully theres no surprises with the 45day money back guarantee should I need it.

[gwyneth]

Originally Posted by Null

This is after I just found out there is a fee to migrate add-on domains from a non-reseller hostgator account to my new reseller account.

That doesn't sound accurate, particularly if the account structure is staying the same (addons to the same "main" domain). Has it been more than a week or two since you got the reseller account?

[Null]

I had originally asked for an add-on domain to be added as its own account under my new reseller. The comment was that only main domains are migrated for free. I've responded back to the ticket, asking if this was applicable to add-on domains in general, or only because I asked one be split into its own account. Its possible its only because I asked for one to be split off, still awaiting an update from support on that.

[Null]

It appears it was an extra fee only because I wanted an add-on account split off. The transfer as-is was free. Fair enough!

Unfortunately the $10 per domain for ssh is enough for me to move on. As a linux admin by day, I can respect the security aspect of the argument, but this also makes having shell access a requirement for all my domains, and I've got no interest in paying an extra $150-200 (plus whatever future domains I add) for that ability.

Hostgator seemed pretty solid otherwise, fairly quick support response, and very friendly.

[striddy]

Originally Posted by Null

Unfortunately the $10 per domain for ssh is enough for me to move on.

Have you considered a VPS account instead? Then you have SSH access to all.

[alemcherry]

Originally Posted by striddy

Have you considered a VPS account instead? Then you have SSH access to all.

That is actually a good idea, get root access starting from $19.95

[Null]

Originally Posted by striddy

Have you considered a VPS account instead? Then you have SSH access to all.

You're probably right. After looking at a few options, VPS seems the way to go. Found a decent looking host recommended by a colleague that I might check out.

Sorry if I came across as an ass complaining about this. Host Gator seems like a pretty decent host from the reviews I read, and the small amount of time I spent here. I really would suggest to them that they find a way to better clarify this issue on their products page though (perhaps a link or note mentioning their "Reseller Addons" page). It could avoid a lot of frustration for future customers.

Happy Hosting.

[striddy]

Originally Posted by Null

Found a decent looking host recommended by a colleague that I might check out.

HG also has VPS plans.

[jmftech]

Originally Posted by striddy

HG also has VPS plans.

<rant>I'm with Null. VPS may be the answer, but that takes time I don't have at the moment. Color me dissatisfied with this policy. 10 bucks for ssh, sheesh...</rant>

[HalbrookTech]

If you legitimately need it for multiple accounts, have you tried contacting them about some arrangements? Since it's in place as a deterrent, perhaps you could negotiate something with them?

I'd also add I know of many companies offering reseller plans that charge even for the primary domain.

[jmftech]

Originally Posted by HalbrookTech

If you legitimately need it for multiple accounts, have you tried contacting them about some arrangements? Since it's in place as a deterrent, perhaps you could negotiate something with them?

I called 'em prior to posting. Was informed that couldn't happen. I opened a ticket though, maybe I'll have better luck there. We'll see... As to legitimate need, well, I'm writing a sync script, need to run rsync and mysql commands. There's no way I'm transmitting passwords unencrypted... I'd consider that a need.

I'd also add I know of many companies offering reseller plans that charge even for the primary domain.

That may be so, I never would have signed up with them in the first place, however... Put me in the "I didn't read the fine print" boat, but when I upgraded from shared to reseller I didn't realize that the sub-accounts under a reseller account didn't have all the features shared accounts did. Fault me for not reading the fine print, but the fact that one needs to read fine print to discover that speaks for itself...

That said, I am very happy with Host Gator overall. Their service and support has been outstanding! This matter is the first gripe I've had about 'em...

[HalbrookTech]

Originally Posted by jmftech

I called 'em prior to posting. Was informed that couldn't happen. I opened a ticket though, maybe I'll have better luck there. We'll see...

Based on comments on the forums, I'm of the impression that the phone and live chat reps can't/won't generally go "off script" help desk you can get more customized help.