The accessibility to the customer and technical support that a cloud website hosting company offers can tell you a lot about the services they offer too. If you're allowed to use just email messages or tickets, you have most probably discovered a reseller and not the website hosting provider. If this is the case, you will probably have to wait for several days so as to have an issue resolved as the 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 additional help. When the provider offers you various ways of communication with short response time which are available anytime, they are most likely the top provider, not only a reseller. Which means that you'll take advantage of prompt assistance and excellent support as they'll have direct access to the servers where your account will be created. No matter what the issue - sales or technical, it's generally better to get hold of your website hosting company directly through your favourite method of communication.