The availability of the customer and tech support that a cloud web hosting company provides can tell you a lot about the services which they supply too. In the event that you are allowed to use just e-mails and tickets, you have almost certainly discovered a reseller and not the hosting provider. If this is the case, you may have to wait for a couple of days in order to get an issue resolved as the reseller may not be checking their communication regularly or they may need to get in touch with the true hosting company for extra assistance. If the provider offers you different ways of communication with short response time which are available at any time, they are most likely the top provider, not only a reseller. So you'll enjoy timely assistance and top quality support since they will have immediate access to the servers where your account will be created. Whatever the trouble - technical or sales, it is always better to have the option to get hold of your website hosting company directly through your preferred method of communication.