You can find plenty of web hosting companies out there, still many of them are resellers who have limited resources, particularly when it comes to support. One way to distinguish them is the option to contact the company over the telephone. The type of support that you can receive through this particular method of communication may vary depending on the supplier - some provide dedicated phone support, many others offer basic and customer support only since some issues are more time-consuming and it would be faster and easier to be resolved through a support ticket, especially if the issue needs to be escalated. However, it is good to find that you could always contact your website hosting provider as there're a lot of small-scale problems that can be taken care of efficiently and in a timely manner with a telephone call, not mentioning that you can get more info regarding the services before you become a customer.