The accessibility to the customer and technical support that a hosting company provides can tell you a lot about the services they provide as well. When you are allowed to use just e-mails and tickets, you have almost certainly found some reseller and not the hosting supplier. If this is the case, you'll have to wait for a couple of days to have a problem resolved since the reseller may not be checking their communication regularly or they may have to get in touch with the true hosting company for extra assistance. If the provider offers several options for communication with quick response time that are available anytime, they are almost certainly the top provider, not a reseller. Which means that you will enjoy prompt assistance and high quality support as they'll have immediate access to the servers where your account is. Whatever the trouble - technical or sales, it is always much better to have the option to contact your hosting company directly by using your preferred method of communication.