The access to the customer and tech support that a shared hosting company provides can tell you a lot about the services which they supply too. In case you're allowed to use only emails and tickets, you have most probably discovered a reseller and not the website hosting provider. If this is the case, you'll probably have to wait for several days in order to have an issue resolved since your reseller may not be checking their communication regularly or they may have to get in touch with the real hosting company for extra help. When the supplier can provide several means of communication with quick response time that are available at any moment, they're most likely the top provider, not only a reseller. So you will reap the benefits of prompt assistance and top quality support since they will have direct access to the servers where your account is. Regardless of the issue - sales or technical, it is always better to be able to get hold of your web hosting company directly through your preferred method of communication.