If you have ever had a web hosting account before or you've dealt with any kind of online service, you're probably well aware from your personal experience that for a lot of things it's better to speak with a live person on the telephone instead of exchange support tickets or e-mail messages. If you want to find out more about a service before you buy it or when something small has to be done, for instance, it is much easier and a lot faster to do it in real time. When you're able to connect with representatives by phone, it's very likely that you are dealing with an actual web hosting provider, not a reseller. The type of support that you will get by phone may differ between different companies - from general issues to professional technical support. Generally most of the suppliers will offer you pre-sales assistance and first level phone support, while more complicated technical matters are resolved via electronic mail or tickets.