Acceptable use for resellers
When you resell our services, your customers’ behaviour becomes your responsibility to manage. The acceptable-use rules do not stop at you — they flow through to everyone you sell to, and keeping them is part of the deal.
Reselling is a good business, and it comes with a duty: the acceptable-use policy you agree to does not end with you. You are responsible for making sure the people you sell to follow it too — and for acting when they do not.
Pass the rules through
Your own terms with your customers need to carry the same prohibitions we place on you — see the AUP in plain English. If your terms are more permissive than ours, the gap is your liability: you have promised your customers something you are not allowed to deliver.
You handle their abuse
When a complaint arrives about one of your customers, it comes to you, and you deal with the customer — see abuse notices and our repeat-infringer policy. We hold you responsible for your customers the same way our upstreams hold us responsible for ours. The chain only works if every link acts.
Know who you sell to
You cannot manage customers you cannot identify. Running your own identity checks is part of reselling responsibly — see identity checks. An anonymous customer who causes trouble becomes your problem to answer for.
Why this protects you
A reseller who keeps a clean customer base keeps clean IP space, a working relationship with us, and a business that is not one abuse wave from suspension. The rules are not us offloading work — they are what keeps your own service sellable. See getting off a blocklist.
When you need help
If a customer of yours is causing something you cannot resolve alone — a sustained attack, a legal matter — escalate to us early — see when a ticket is not moving. We would rather help you handle it than act over your head, but we will act if a problem is left to grow.
Still stuck? Mail support@novogara.com — an engineer answers, at any hour. Back to the knowledge base