In case you have ever had a shared hosting account before or you have dealt with any other online service, you probably know from your personal experience that for certain things it's better to speak with a live person on the phone than to exchange tickets or emails. In order to find out more about a specific service before you decide to purchase it or if something small needs to be made, for example, it will be far easier and a lot faster to get it done in real time. If you're able to contact representatives over the phone, it is very likely that you're dealing with an actual web hosting provider, not a reseller. The type of support that you will get on the telephone varies between different suppliers - from very general matters to professional technical support. Generally most suppliers offer pre-sales assistance and first level phone support, while more complicated technical issues are resolved through electronic mail and / or tickets.