The access to the customer and technical support that a cloud website hosting company offers will tell you a lot about the services that they supply as well. In case you can use just e-mail messages and / or tickets, you have most likely found some reseller not the actual website hosting supplier. When this is the case, you will have to wait for a few days in order to get an issue resolved as your reseller may not be checking their communication regularly or they may have to get in touch with the actual website hosting company for extra assistance. If the supplier offers different options for communication with fast response time available anytime, they're almost certainly the top provider, not just a reseller. Which means that you will take advantage of well-timed assistance and high quality support because they will have direct access to the servers where your account is. Regardless of the trouble - sales or technical, it's always much better to have the option to contact your website hosting company right away via your favourite way of communication.