The availability of the customer and tech support that a cloud web hosting company provides can tell you a lot for the services they supply as well. In case you're allowed to use only emails and / or tickets, you have almost certainly come across a reseller and not the hosting provider. When this is the case, you will probably have to wait for several days to get an issue resolved as your reseller may not be checking their communication on a regular basis or they may have to consult with the real hosting company for extra help. If the provider can provide various options for communication with fast response time which are available at any moment, they are most likely the top provider, not just a reseller. Therefore you will take advantage of timely assistance and high quality support as they will have instant access to the servers where your account is. Regardless of the problem - sales or technical, it is generally better to get in touch with your website hosting company directly through your preferred way of communication.