The availability of the customer and technical support that a hosting company provides can tell you a lot about the services that they offer too. In case you can use only e-mails or tickets, you have most probably found some reseller not the web hosting provider. If this is the case, you'll probably have to wait for a few days so as to get an issue resolved since your reseller may not be checking their communication on a regular basis or they may have to contact the real web hosting company for further assistance. When the provider provides you with several options for communication with fast response time that are available at any time, they're almost certainly the top provider, not only a reseller. Therefore you'll receive timely assistance and quality support since they will have immediate access to the servers where your account will be created. Whatever the problem - sales or technical, it is generally better to have the option to get in touch with your hosting company right away through your favourite way of communication.