The availability of the customer and technical support that a shared hosting company offers will tell you a lot about the services that they offer as well. If you are allowed to use just e-mail messages and tickets, you have most probably found some reseller not the actual website hosting supplier. When this is the case, you may have to wait for several days in order to get a problem resolved since the reseller may not be checking their communication regularly or they may need to consult with the actual website hosting company for additional assistance. When the provider offers you various options for communication with short response time which are available at any moment, they are most likely the top provider, not only a reseller. Therefore you'll take advantage of well-timed assistance and top quality support because they'll have direct access to the servers where your account is. Whatever the trouble - sales or technical, it's always better to have the option to get in touch with your hosting company directly by using your preferred way of communication.