The accessibility to the customer and technical support that a cloud hosting company provides will tell you a lot about the services which they supply too. When you're allowed to use only e-mail messages and tickets, you have almost certainly found some reseller not the web hosting supplier. When this is the case, you will probably have to wait for a couple of days in order to have a problem resolved as your reseller may not be checking their communication on a regular basis or they may have to get hold of the real hosting company for further help. If the supplier offers you different ways of communication with fast response time which are available at any time, they are most likely the top provider, not only a reseller. Which means that you will enjoy well-timed assistance and top quality support as they'll have immediate access to the servers where your account will be created. Whatever the trouble - sales or technical, it's generally much better to get in touch with your hosting company right away through your preferred way of communication.