In the event that you have ever had a cloud hosting account in the past or you have dealt with any other online service, you're probably well aware from personal experience that for some things it's better to talk to a live person on the telephone instead of exchange support tickets or emails. In order to learn more about a particular service before you decide to purchase it or when something small needs to be made, for example, it'll be easier and quicker to get it done real-time. If you are able to talk with representatives over the phone, it's very likely that you're using the services of a real web hosting provider, not a reseller. The type of support that you will get on the telephone may differ between different companies - from common issues to experienced tech support. Generally most of the providers offer pre-sales assistance and 1st level telephone support, while more complex technical matters are resolved through e-mail and / or tickets.