The presence of the customer and technical support that a hosting company provides can tell you a lot for the services they provide too. In case you're allowed to use only email messages or tickets, you have most probably found some reseller not the actual web hosting provider. If this is the case, you'll have to wait for several days in order to get a problem resolved as your reseller may not be checking their communication on a regular basis or they may need to get in touch with the true web hosting company for further assistance. When the provider can provide several options for communication with short response time which are available at any time, they are most likely the top provider, not only a reseller. Therefore you will enjoy well-timed assistance and top-notch support as they'll have direct access to the servers where your account will be created. No matter what the issue - sales or technical, it's always much better to get hold of your web hosting company right away through your preferred way of communication.