The presence of the customer and tech support that a website hosting company offers can tell you a lot for the services which they supply as well. In case you can use just emails and tickets, you have most likely found a reseller and not the web hosting supplier. When this is the case, you may have to wait for a couple of days in order to get a problem resolved since your reseller may not be checking their communication on a regular basis or they may have to consult with the actual website hosting company for further help. When the supplier offers several means of communication with fast response time that are available at any time, they are most likely the top provider, not a reseller. So you will take advantage of prompt assistance and top quality support since they'll have direct access to the servers where your account is. Regardless of the issue - technical or sales, it's generally much better to be able to communicate with your hosting company right away through your favourite method of communication.