The availability of the customer and technical support that a web hosting company provides can tell you a lot about the services which they offer as well. When you're allowed to use just emails and / or tickets, you have most likely come across a reseller not the web hosting provider. When this is the case, you will probably have to wait for a couple of days to have a problem resolved as the reseller may not be checking their communication on a regular basis or they may have to consult with the actual web hosting company for further help. When the provider offers you various ways of communication with quick response time which are available anytime, they are most likely the top provider, not only a reseller. So you will enjoy timely assistance and quality support as they will have immediate access to the servers where your account will be created. Whatever the problem - technical or sales, it is always much better to be able to contact your hosting company directly by using your preferred way of communication.