The access to the customer and technical support that a cloud web hosting company offers can tell you a lot for the services that they supply as well. If you can use only e-mails or tickets, you have almost certainly discovered some reseller and not the actual hosting supplier. When this is the case, you may have to wait for a couple of days in order to get a problem resolved since your reseller may not be checking their communication regularly or they may have to consult with the actual hosting company for extra help. When the supplier can provide several ways of communication with fast response time available anytime, they are almost certainly the top provider, not a reseller. So you'll get well-timed assistance and quality support because they will have immediate access to the servers where your account will be created. Regardless of the issue - technical or sales, it's generally better to be able to get in touch with your web hosting company right away via your favourite method of communication.