FAQ

How do I become a reseller?

Contact your account manager or email [email protected] to request reseller access. Once your contract is signed, you can create and manage teams through the API and dashboard. See Pricing & Contract Terms for the tiers.

What are the contract terms?

A twelve-month minimum term, paid monthly at the list price or a year up front for 10% less: a monthly base with a monitor allowance, plus anything over it at the tier rate, pro-rated by the day. Your first month is free. Renewal follows your payment frequency and is automatic. You can cancel once the twelve months are served — not before — with no notice period, any time up to the day before your next renewal, effective at the end of the period you have already paid for. See Pricing & Contract Terms for the figures.

Can I upgrade my tier mid-contract?

Yes. Upgrades take effect immediately and are prorated for the remaining term. Downgrades take effect at the next renewal. You are always billed the cheapest tier for your actual volume, so growing past an allowance never costs more than the next tier would.

How is data isolated between teams?

Each team's data is fully isolated at the infrastructure level. Every API request is scoped to the authenticated team's context, and teams cannot access each other's data — even in the event of application errors.

What happens when I delete a team?

The team is soft-deleted with a 30-day grace period. During this time you can restore it via POST /reseller/managed-teams/{id}/restore or the dashboard. After 30 days, the team and all associated data are permanently purged: monitors, incidents, check results, notification channels, notification rules, users, and status pages. Deletion requires confirming the team name in the request body (confirm_name field).

Can I transfer a team to another reseller?

Not through the reseller API. Contact support to reassign the team.

How do I set up webhook notifications?

1. Create a notification channel of type webhook with your endpoint URL
2. Create a notification rule subscribing to the events you need (e.g. team.provisioned, incident.created, email.password_reset)
3. See Webhooks for detailed instructions, event types, and payload examples

What are the rate limits?

Reseller API endpoints are limited to 120 requests per minute per token. The authentication endpoint has a stricter limit. When you exceed the limit, you receive a 429 response with a Retry-After header.

Rate limits are per token, not per team context — impersonating multiple teams does not increase your quota.

Can team users see that they're managed by a reseller?

No. Team users see a normal account and are unaware of the reseller relationship. With white-label branding, the entire experience appears under your own brand.

How do I change a team's plan?

Use PATCH /reseller/managed-teams/{id} with {"plan": "pro"}, or edit the team in the dashboard. Available plans are free, hobby, starter, and pro.

Can I offer trial periods to my teams?

Yes. When creating a managed team, include trial_days (1-365) to start the team on a trial. You can also configure trial_days and trial_plan in your portal registration defaults so self-service signups automatically receive a trial.

When a trial expires, the team's plan reverts to free and you receive a team.trial_expired webhook. You also receive team.trial_ending webhooks 3 days and 1 day before expiry so you can notify your customers.

You can manage trials via PATCH /reseller/managed-teams/{id} with trial_days (set a new trial period, or 0 to clear it).

How do I track usage for billing?

Use GET /reseller/managed-teams/{id}/usage?period=YYYY-MM to get monitor counts, check counts, API requests, notifications sent, and webhook deliveries for a given month. Defaults to the current month.

Can I create monitors in a team's account?

Yes. Set the X-Tenant-Id header to the team's tenant_id and use the standard monitors API. See Impersonation for details. Monitors created this way are indistinguishable from monitors created by the team's own users.

Can I white-label notifications?

Yes. Use the branding API (PATCH /branding) to customize the alert prefix, brand name, logos, footer text, and more. All notification channels use your custom branding. See API Reference — Branding.

Can I send emails from my own domain?

Yes, with the custom SMTP feature. Configure your SMTP server via PATCH /smtp-config and all notification emails will be sent through your SMTP server. See API Reference — Custom SMTP.

Can I suppress platform emails and handle them myself?

Yes. Use the email suppression feature to disable specific platform emails for all your managed teams. When a suppressed email would normally be sent, Hoppla fires an email.* webhook containing the full email payload (recipient, template data, action URLs) so you can send the email yourself. See Webhooks — Email Suppression.

What happens if my custom SMTP fails?

If your SMTP server is unreachable, Hoppla automatically falls back to the platform default mailer. Your end-users still receive their notifications.

Can I remove "Powered by Hoppla" from emails?

Yes. Set hide_powered_by: true in the branding settings. This requires the white-label branding feature.