In the event that you have ever had a cloud hosting account in the past or you've dealt with any other online service, you probably know from your own experience that for a lot of things it's better to consult with a live person over the phone rather than exchange support tickets or email messages. If you'd like to know more about a particular service before you order it or if something small should be made, for instance, it will be much easier and faster to do it in real time. If you're able to get in touch with representatives by phone, it is also very likely that you are working with an actual hosting supplier, not just a reseller. The level of support that you'll get over the phone may differ between different suppliers - from general issues to professional technical support. Typically most providers supply pre-sales assistance and first level telephone support, while more complex technical matters are handled via electronic mail and / or tickets.