The availability of the customer and tech support that a shared website hosting company offers can tell you a lot about the services which they provide too. If you can use just email messages and tickets, you have almost certainly discovered a reseller and not the web hosting provider. If this is the case, you'll probably have to wait for several days so as to have a problem resolved since the reseller may not be checking their communication regularly or they may have to contact the real hosting company for extra help. When the provider provides you with various options for communication with quick response time that are available at any time, they are most likely the top provider, not just a reseller. So you will receive prompt assistance and top quality support as they'll have immediate access to the servers where your account is. No matter what the trouble - technical or sales, it is generally much better to get in touch with your hosting company directly through your preferred method of communication.