If you have ever had a cloud hosting account before or you have dealt with any other online service, you are probably aware from personal experience that for many things it's better to talk to a live person over the phone instead of exchange tickets or email messages. If you'd like to know more about a service before you purchase it or when something small-scale needs to be done, for example, it is really much easier and faster to get it done in real time. If you can get hold of representatives by phone, it is very likely that you're working with a real web hosting provider, not just a reseller. The level of support that you can get on the phone differs between different providers - from standard issues to professional tech support. Typically the majority of suppliers supply pre-sales assistance and 1st level telephone support, while more complicated tech matters are managed via electronic mail or tickets.