I dont think in-house and reselling go together. Reselling would esentially mean that your upstream provider would already provide support for all your resold services.
I'm surprised that people still think that the host will be prepared to do the support for the reseller.
We always expected the reseller to do the 1st and 2nd line stuff.
That's not correct.
An example: If your customer wants to set up an email and doesn't know how to do that, as the reseller, you would have to explain that, or do it for them.
If you were to forward that request to us, we would charge 20 minutes of engineer time, so you would have paid £20 for the privilege.
Now, if it were that the control panel wasn't working, so that an email needed to be set up by hand, whilst we fixed the control panel. (Just an example, this has never happened) that would be free, as we are fixing our services.)
Do you prefer to have in-house support in reselling?