If you've ever had a shared hosting account in the past or you've dealt with any other online service, you are probably aware from personal experience that for a lot of things it is better to talk to a live person on the phone rather than exchange support tickets or e-mail messages. If you'd like to know more about a particular service before you decide to purchase it or in case something small has to be made, for example, it is really far easier and quicker to get it done real-time. If you are able to speak with representatives by phone, it's very likely that you are working with an actual website hosting provider, not just a reseller. The level of support that you will get over the phone may differ between different suppliers - from general issues to dedicated technical support. Generally most suppliers supply pre-sales assistance and first level telephone support, while more complicated technical issues are resolved through e-mail and tickets.