The availability of the customer and tech support that a cloud hosting company offers can tell you a lot for the services that they provide too. In the event that you are allowed to use just emails and / or tickets, you have most likely discovered a reseller not the website hosting provider. If this is the case, you may have to wait for a few days to have an issue resolved as the reseller may not be checking their communication on a regular basis or they may need to get hold of the true website hosting company for further assistance. If the provider provides you with several options for communication with fast response time available at any moment, they're almost certainly the top provider, not only a reseller. Therefore you will enjoy timely assistance and top quality support as they'll have immediate access to the servers where your account is. Regardless of the issue - sales or technical, it is always much better to be able to get in touch with your hosting company directly through your preferred method of communication.