In case you have ever had a shared hosting account before or you've dealt with any other type of online service, you're probably well aware from your own experience that for certain things it's better to talk to a live person over the phone than to exchange support tickets or emails. If you'd like to find out more about a specific service before you decide to order it or when something small-scale has to be made, for example, it'll be much easier and quicker to get it done live. If you are able to get hold of representatives over the phone, it is very likely that you're using the services of an actual website hosting supplier, not just a reseller. The level of support that you'll get over the phone may differ between different companies - from very general issues to experienced technical support. Generally most of the providers supply pre-sales assistance and first level phone support, while more complicated tech issues are handled via electronic mail and / or tickets.