If you have ever had a cloud website hosting account in the past or you have dealt with any other online service, you're probably well aware from your own experience that for certain things it is better to consult with a live person on the telephone than to exchange support tickets or email messages. If you want to learn more about a particular service before you order it or when something small has to be done, for instance, it is really much easier and a lot faster to get it done real-time. When you are able to connect with representatives over the phone, it's very likely that you are using the services of a real website hosting supplier, not a reseller. The level of support that you will get on the telephone differs between different companies - from standard matters to dedicated technical support. Typically most of the providers offer pre-sales assistance and first level telephone support, while more complex tech matters are managed through e-mail or tickets.