The accessibility to the customer and technical support that a cloud hosting company provides can tell you a lot for the services they offer too. In case you're allowed to use just email messages or tickets, you have most likely come across some reseller and not the actual website hosting provider. When this is the case, you will have to wait for a couple of days so as to have an issue resolved since your reseller may not be checking their communication on a regular basis or they may need to get in touch with the real hosting company for additional help. When the provider offers various means of communication with quick response time that are available anytime, they are almost certainly the top provider, not only a reseller. Therefore you'll benefit from prompt assistance and high quality support as they will have immediate access to the servers where your account will be created. Whatever the problem - technical or sales, it is generally much better to have the option to communicate with your website hosting company directly through your favourite method of communication.