VPS gives you more control. Essentially you get access to another layer of configuration and control. With shared hosting, you get cPanel and, as you know, Reseller plan then also gives you WHM over top of the cPanel accounts. VPS gives you a higher level of WHB above the reseller account(s).
VPS is also supposed to isolate your accounts more from the rest of the server, but I've been surprised how often an abusive account elsewhere on the VPS server has affected my accounts.
Support tickets, even urgent ones, are unfortunately not always answered quickly. That's an area I'd like to see improve. Fortunately the support staff are pretty good once they do work on the tickets.
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I am not WHB staff and I am not paid.
I provide help in these forums on my own time.
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