Reseller FAQ
General Questions
Is there a minimum commitment to join the reseller program?
There is no minimum number of tenants or users required to join the program. You can start with a single tenant and scale as your customer base grows. However, volume discounts are only available once you reach certain user thresholds.
How long does it take to get set up as a reseller?
The approval process typically takes one to two business days. After approval, DNS propagation for your base domain takes up to 48 hours (though it is usually much faster). Most resellers are fully operational within three business days of applying.
Can I try the platform before committing?
Yes. During onboarding, we set up a test tenant for you at no charge. You can explore the full feature set, test the API, and evaluate the end-user experience before onboarding any paying customers.
Pricing and Billing
How is reseller pricing structured?
Reseller pricing is per-license per month, with volume discounts at higher tiers. Your specific pricing depends on your expected volume and is discussed during the onboarding process. Contact our partnerships team for a detailed pricing schedule.
Do I pay for suspended tenants?
No. Suspended tenants are excluded from your billing. Only active tenants with active users count toward your monthly invoice.
Can I set my own prices for end customers?
Absolutely. You have full control over your pricing. Many resellers add a margin on top of the wholesale rate, while others bundle email archiving with other managed services at a flat rate.
How are licenses calculated?
Each tenant's license count is the higher of two values: the number of active users, or the total storage divided by the per-license storage allocation. For example, if a tenant has 10 users but is using enough storage for 15 licenses, the tenant counts as 15 licenses.
Technical Questions
Is data isolated between tenants?
Yes. Every tenant has its own PostgreSQL database and S3 storage prefix. There are no shared tables or files between tenants. This architecture ensures strict data separation, which is important for compliance and privacy.
Can my customers use their own domains?
Yes. Tenants can configure custom domains (e.g., archive.customer.com) in addition to the default subdomain. See the Custom Domains article for details.
What happens if I exceed the API rate limit?
The API allows 60 requests per minute per API key. If you exceed this limit, you receive a 429 Too Many Requests response with a Retry-After header. Simply wait the indicated number of seconds before retrying. If you have a use case that requires higher limits, contact our support team.
Can tenants use SSO/OIDC?
Yes. Each tenant can configure their own OIDC identity provider for single sign-on. This is configured by the tenant administrator in the Admin > Security settings, not at the reseller level.
Support and Operations
How do I get support as a reseller?
Resellers have access to a dedicated support channel. You can reach our team via email or the reseller dashboard. We aim to respond to reseller inquiries within four business hours.
Can I escalate issues on behalf of my customers?
Yes. As a reseller, you are the primary support contact for your customers. If an issue requires platform-level intervention, you can escalate it to our team through the reseller support channel. Please include the tenant slug and a description of the issue.
Who handles end-user support?
You do. As a reseller, you provide first-line support to your customers. This includes account setup, usage questions, and basic troubleshooting. For platform-level issues (infrastructure, bugs, data recovery), you escalate to our team.
Are there SLAs for resellers?
Yes. Reseller SLAs cover platform uptime, support response times, and data durability. The specific terms are included in your reseller agreement. Enterprise-tier SLAs with custom terms are available for high-volume resellers.
Compliance and Legal
Where is the data stored?
All data is stored in EU data centers. Specific data center locations are documented in your reseller agreement and our data processing agreement (DPA).
Do you provide a data processing agreement (DPA)?
Yes. A DPA is included as part of the reseller agreement. It covers data processing responsibilities, sub-processors, and technical and organizational measures in compliance with the GDPR.
Can tenants place legal holds on archived messages?
Legal hold functionality is available on the Business and Enterprise plans. When a legal hold is active, affected messages are protected from retention policy deletions. This feature is managed by the tenant administrator.