If you have ever had a cloud web hosting account before or you've dealt with any other online service, you probably know from your own experience that for some things it is better to talk to a live person on the telephone than to exchange support tickets or e-mail messages. In order to learn more about a service before you buy it or when something small has to be done, for example, it is easier and a lot faster to get it done live. If you can seek the advice of representatives over the phone, it's also very likely that you are dealing with an actual website hosting provider, not just a reseller. The type of support that you'll get over the phone varies between different providers - from very general issues to professional technical support. Usually most suppliers offer pre-sales assistance and first level telephone support, while more complex tech issues are managed through e-mail or tickets.