The access to the customer and tech support that a cloud web hosting company offers will tell you a lot for the services which they provide as well. If you're allowed to use only email messages and / or tickets, you have almost certainly found a reseller not the actual website hosting supplier. When this is the case, you will have to wait for a few days in order to have a problem resolved as the reseller may not be checking their communication regularly or they may have to get in touch with the actual web hosting company for extra help. If the provider offers you various means of communication with fast response time available at any moment, they're most likely the top provider, not a reseller. Therefore you will get timely assistance and high quality support because they'll have instant access to the servers where your account will be created. No matter what the issue - technical or sales, it's always better to have the option to communicate with your web hosting company right away by using your preferred method of communication.