The presence of the customer and tech support that a cloud website hosting company provides will tell you a lot for the services they offer too. In the event that you can use only emails or tickets, you have most likely come across some reseller not the hosting supplier. If this is the case, you will have to wait for a couple of days in order to have an issue resolved as your reseller may not be checking their communication on a regular basis or they may need to consult with the true web hosting company for additional assistance. When the supplier offers various options for communication with quick response time available anytime, they are almost certainly the top provider, not only a reseller. Therefore you'll benefit from well-timed assistance and high quality support as they will have instant access to the servers where your account is. No matter what the issue - sales or technical, it is always better to have the option to get in touch with your hosting company directly by using your favourite method of communication.