In case you've ever had a cloud hosting account before or you have dealt with any other kind of online service, you are probably aware from personal experience that for certain things it's better to consult with a live person over the phone rather than exchange support tickets or email messages. If you want to learn more about a particular service before you decide to order it or in case something small needs to be made, for example, it is far easier and quicker to do it real-time. If you have the option to get hold of representatives by phone, it is also very likely that you're dealing with an actual hosting supplier, not a reseller. The level of support that you will get over the telephone varies between different companies - from common issues to professional technical support. Usually the majority of suppliers supply pre-sales assistance and 1st level phone support, while more complex tech issues are resolved via e-mail or tickets.