In case you have ever had a shared hosting account in the past or you have dealt with any other online service, you are probably aware from personal experience that for many things it is better to speak with a live person on the phone than to exchange tickets or email messages. If you'd like to learn more about a particular service before you decide to buy it or if something small needs to be done, for example, it is really much easier and faster to get it done in real time. If you're able to talk with representatives by phone, it is also very likely that you're dealing with a real hosting supplier, not just a reseller. The level of support that you will get over the telephone may differ between different providers - from very general matters to dedicated technical support. Typically most of the providers will offer you pre-sales assistance and first level phone support, while more complex tech issues are resolved via email and / or tickets.