The presence of the customer and tech support that a cloud website hosting company offers will tell you a lot for the services that they provide as well. In the event that you can use only email messages and tickets, you have most likely come across some reseller and not the web hosting supplier. When this is the case, you'll probably have to wait for several days in order to get an issue resolved since your reseller may not be checking their communication on a regular basis or they may have to get hold of the actual web hosting company for further help. When the supplier provides you with different means of communication with fast response time available anytime, they are almost certainly the top provider, not just a reseller. Therefore you will benefit from prompt assistance and high quality support since they'll have immediate access to the servers where your account will be created. Regardless of the problem - sales or technical, it's generally better to communicate with your hosting company directly using your favourite way of communication.