In the event that you've ever had a cloud website hosting account in the past or you've dealt with any other type of online service, you're probably well aware from your personal experience that for certain things it is better to talk to a live person over the phone rather than exchange tickets or e-mail messages. If you'd like to know more about a service before you purchase it or when something small-scale should be done, for example, it is really far easier and quicker to do it in real time. If you are able to contact representatives by phone, it's also very likely that you are dealing with an actual hosting provider, not just a reseller. The level of support that you can get by phone may differ between different providers - from common matters to experienced tech support. Usually most of the providers will offer you pre-sales assistance and first level telephone support, while more complex technical matters are resolved via e-mail and tickets.