The reseller manages the customer relationship, application and routine SiteWorx administration; Tudor Internet supports the reseller and underlying hosting platform.
Applies to: Reseller migrations, security and support
Migrations, security incidents and account termination can affect customer data. Use written change records, maintain independent backups and confirm authority before destructive actions.
Key information
| Reseller | Customer billing, package promises, website/application support, content and first-line diagnostics. |
|---|---|
| Tudor Internet | Underlying platform, network, reseller service and issues requiring provider-level access. |
| Customer | Lawful content, application data, credentials and information supplied to their reseller. |
Before you start
- Sign in with the reseller account rather than a customer SiteWorx login.
- Identify the affected SiteWorx account, package and domain.
What you need to do
- Collect the customer domain, SiteWorx account, exact error and timestamp before escalating.
- Reproduce the issue and determine whether it affects one account, several reseller accounts or the platform generally.
- Check DNS, SSL, SiteWorx settings, resource use, logs and the Service Status page.
- Remove passwords, tokens and unrelated customer personal data from evidence.
- Open one Tudor Internet ticket from the reseller account and include the business impact and checks completed.
- Relay confirmed updates to the customer without promising provider actions or response times that have not been agreed.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| A package or SiteWorx account cannot be created. | Overselling is disabled and the requested allocation exceeds the reseller plan or a package field is invalid. | Compare allocated and available capacity, reduce the package or upgrade the reseller service before retrying. |
| A customer issue cannot be resolved from SiteWorx. | The fault is platform-level, network-level or requires provider permissions. | Collect the account, domain, timestamp, exact error and checks completed, then escalate from the reseller account without sharing customer passwords. |
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The reseller service and affected SiteWorx account
- The package name and current resource use
- The exact action attempted and error returned
- Whether the issue affects one or multiple customer accounts
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- Information to include in a technical support ticket
- Check the public Service Status page
- Monitor reseller resource usage
- Respond to a compromised reseller customer account
- Back up and restore a reseller customer account
Last reviewed: 2026-07-18.
