In case you have ever had a website hosting account before or you have dealt with any other type of online service, you're probably well aware from your own experience that for many things it is better to speak with a live person on the phone rather than exchange tickets or email messages. In order to learn more about a specific service before you order it or if something small needs to be done, for example, it is really much easier and quicker to get it done live. When you have the option to talk with representatives by phone, it is very likely that you're working with an actual web hosting supplier, not a reseller. The level of support that you'll get over the telephone differs between different providers - from very general issues to expert technical support. Generally the majority of providers will offer you pre-sales assistance and 1st level telephone support, while more complex tech matters are handled through e-mail and tickets.