The accessibility to the customer and technical support that a cloud website hosting company offers can tell you a lot for the services that they supply too. When you can use only e-mails or tickets, you have most likely discovered a reseller not the hosting provider. If this is the case, you will probably have to wait for several days to get a problem resolved since the reseller may not be checking their communication regularly or they may have to get in touch with the true website hosting company for further help. If the supplier offers various options for communication with fast response time that are available at any moment, they're most likely the top provider, not just a reseller. Which means that you'll get timely assistance and quality support because they will have immediate access to the servers where your account is. No matter what the issue - technical or sales, it is generally much better to have the option to get in touch with your web hosting company directly by using your preferred way of communication.