In the event that you've ever had a cloud web hosting account in the past or you've dealt with any kind of online service, you are probably aware from your personal experience that for some things it's better to speak with a live person on the phone instead of exchange support tickets or emails. If you'd like to find out more about a specific service before you decide to purchase it or if something small-scale should be done, for instance, it is much easier and a lot faster to get it done real-time. If you're given the option to speak with representatives by phone, it's very likely that you're dealing with an actual web hosting supplier, not a reseller. The type of support that you'll get over the telephone varies between different suppliers - from common matters to dedicated technical support. Usually the majority of suppliers will offer you pre-sales assistance and 1st level phone support, while more complicated technical issues are handled through electronic mail or tickets.