The accessibility to the customer and tech support that a cloud web hosting company offers can tell you a lot about the services that they provide as well. When you're allowed to use just emails and / or tickets, you have most likely discovered a reseller and not the web hosting provider. When this is the case, you will have to wait for several days so as to get an issue resolved as your reseller may not be checking their communication on a regular basis or they may have to contact the true hosting company for extra help. When the provider can provide different means of communication with quick response time available at any time, they are almost certainly the top provider, not only a reseller. Therefore you'll take advantage of prompt assistance and top-notch support since they will have immediate access to the servers where your account is. No matter what the issue - sales or technical, it's always much better to be able to contact your hosting company directly through your favourite method of communication.