In the event that you have ever had a cloud hosting account in the past or you have dealt with any other type of online service, you are probably aware from personal experience that for a lot of things it is better to talk to a live person on the phone instead of exchange tickets or e-mail messages. If you want to learn more about a particular service before you decide to purchase it or if something small needs to be made, for example, it is really far easier and quicker to do it live. If you can connect with representatives over the phone, it is very likely that you are working with a real hosting provider, not just a reseller. The level of support that you'll get over the telephone differs between different providers - from very general issues to dedicated tech support. Usually the majority of suppliers offer pre-sales assistance and first level phone support, while more complicated technical matters are resolved through email and tickets.