In the event that you've ever had a cloud hosting account in the past or you have dealt with any other kind of online service, you are probably aware from your personal experience that for certain things it's better to consult with a live person on the telephone rather than exchange support tickets or e-mail messages. If you want to learn more about a specific service before you order it or when something small has to be done, for example, it is far easier and faster to get it done real-time. If you have the option to get hold of representatives over the phone, it's also very likely that you're dealing with an actual hosting provider, not a reseller. The type of support that you can get by phone differs between different companies - from very general matters to dedicated tech support. Generally most providers offer pre-sales assistance and 1st level telephone support, while more complicated technical matters are handled via e-mail and / or tickets.