The access to the customer and technical support that a web hosting company offers will tell you a lot about the services that they offer too. In case you can use only e-mail messages or tickets, you have most probably found a reseller and not the actual website hosting supplier. If this is the case, you will have to wait for several days in order to get an issue resolved since the reseller may not be checking their communication on a regular basis or they may have to consult with the real hosting company for extra assistance. If the provider provides you with several means of communication with short response time which are available at any time, they are most likely the top provider, not only a reseller. Which means that you'll enjoy well-timed assistance and top quality support since they'll have direct access to the servers where your account is. Regardless of the trouble - technical or sales, it is generally better to be able to contact your web hosting company right away by using your favourite method of communication.