In case you've ever had a cloud website hosting account before or you have dealt with any kind of online service, you are probably aware from your personal experience that for a lot of things it's better to talk to a live person over the phone rather than exchange support tickets or e-mail messages. If you want to learn more about a specific service before you decide to order it or in case something small needs to be made, for example, it is much easier and quicker to get it done real-time. If you have the option to connect with representatives by phone, it's also very likely that you are working with a real website hosting provider, not a reseller. The level of support that you'll get by phone may differ between different suppliers - from common issues to professional tech support. Generally most suppliers will offer you pre-sales assistance and first level telephone support, while more complicated tech matters are managed via electronic mail or tickets.