If you have ever had a cloud website hosting account before or you have dealt with any kind of online service, you're probably well aware from your own experience that for many things it's better to speak with a live person on the phone than to exchange support tickets or email messages. If you want to learn more about a particular service before you buy it or if something small needs to be made, for example, it is much easier and a lot faster to do it real-time. If you have the option to seek the advice of representatives by phone, it's also very likely that you're using the services of a real web hosting provider, not a reseller. The type of support that you'll get over the telephone differs between different suppliers - from common matters to experienced technical support. Usually most providers will offer you pre-sales assistance and first level phone support, while more complex technical matters are resolved via e-mail or tickets.