In the event that you have ever had a cloud hosting account before or you've dealt with any other online service, you're probably well aware from personal experience that for certain things it's better to talk to a live person on the telephone than to exchange support tickets or email messages. If you want to learn more about a particular service before you order it or if something small-scale has to be made, for instance, it will be easier and a lot faster to do it live. If you're given the option to get in touch with representatives by phone, it is very likely that you're working with a real hosting supplier, not a reseller. The level of support that you'll get over the phone may differ between different providers - from common matters to experienced tech support. Generally most suppliers supply pre-sales assistance and 1st level phone support, while more complex tech issues are resolved via electronic mail or tickets.