The availability of the customer and technical support that a cloud hosting company offers will tell you a lot for the services which they provide too. If you can use only e-mail messages and tickets, you have most likely come across a reseller not the web hosting provider. When this is the case, you will probably have to wait for a few days so as to get a problem resolved since your reseller may not be checking their communication on a regular basis or they may have to consult with the true hosting company for additional help. When the provider can provide different options for communication with quick response time that are available at any time, they are almost certainly the top provider, not a reseller. Which means that you will benefit from timely assistance and quality support because they will have instant access to the servers where your account is. No matter what the issue - sales or technical, it's generally much better to be able to get hold of your website hosting company right away by using your favourite way of communication.