The accessibility to the customer and tech support that a cloud hosting company offers can tell you a lot for the services which they provide as well. If you're allowed to use just e-mail messages and tickets, you have almost certainly found some reseller not the web hosting supplier. When this is the case, you may have to wait for a couple of days so as to get an issue resolved as your reseller may not be checking their communication on a regular basis or they may need to consult with the real hosting company for additional assistance. When the supplier offers you different ways of communication with quick response time which are available at any time, they are most likely the top provider, not a reseller. So you will reap the benefits of timely assistance and excellent support since they will have immediate access to the servers where your account will be created. No matter what the issue - technical or sales, it is always much better to get in touch with your website hosting company directly using your preferred way of communication.