The access to the customer and technical support that a cloud website hosting company offers will tell you a lot for the services they supply too. When you're allowed to use only email messages or tickets, you have most likely discovered some reseller not the actual web hosting supplier. If this is the case, you'll have to wait for several days to get a problem resolved as the reseller may not be checking their communication regularly or they may have to consult with the true website hosting company for extra help. If the supplier offers several options for communication with fast response time available at any time, they are almost certainly the top provider, not only a reseller. Which means that you'll get timely assistance and top-notch support as they will have immediate access to the servers where your account is. Whatever the problem - sales or technical, it is always much better to be able to communicate with your website hosting company directly via your preferred method of communication.