The availability of the customer and technical support that a hosting company provides will tell you a lot for the services that they offer too. In the event that you can use only e-mail messages and / or tickets, you have most probably found some reseller and not the hosting supplier. If this is the case, you'll have to wait for a few days so as to get a problem resolved as the reseller may not be checking their communication on a regular basis or they may need to contact the true hosting company for extra assistance. If the supplier can provide several ways of communication with fast response time which are available at any time, they are most likely the top provider, not only a reseller. Which means that you will benefit from timely assistance and excellent support since they'll have immediate access to the servers where your account will be created. Regardless of the problem - sales or technical, it's generally better to communicate with your website hosting company directly by using your favourite way of communication.