In the event that you have ever had a cloud web hosting account before or you've dealt with any other type of online service, you are probably aware from your own experience that for some things it's better to consult with a live person on the telephone than to exchange support tickets or email messages. In order to find out more about a particular service before you decide to buy it or in case something small has to be done, for instance, it'll be much easier and a lot faster to do it in real time. If you're given the option to connect with representatives by phone, it's also very likely that you're dealing with a real hosting provider, not a reseller. The type of support that you'll get on the telephone varies between different providers - from very general matters to dedicated technical support. Generally the majority of providers offer pre-sales assistance and 1st level telephone support, while more complex tech issues are handled through electronic mail and tickets.