The presence of the customer and technical support that a shared hosting company provides will tell you a lot for the services which they offer too. In case you can use just e-mails and / or tickets, you have almost certainly found some reseller not the hosting provider. When this is the case, you'll have to wait for a couple of days so as to get an issue resolved as the reseller may not be checking their communication on a regular basis or they may have to contact the true web hosting company for extra help. When the supplier can provide various means of communication with quick response time available at any time, they're almost certainly the top provider, not a reseller. So you'll reap the benefits of well-timed assistance and top-notch support because they will have instant access to the servers where your account is. No matter what the trouble - sales or technical, it's generally better to have the option to communicate with your website hosting company right away through your preferred way of communication.