The availability of the customer and tech support that a shared website hosting company offers will tell you a lot about the services which they provide too. If you are allowed to use just email messages and / or tickets, you have almost certainly discovered some reseller not the actual website hosting supplier. If this is the case, you'll probably have to wait for a couple of days so as to get an issue resolved since the reseller may not be checking their communication regularly or they may have to consult with the real website hosting company for further assistance. If the supplier can provide different means of communication with short response time which are available at any moment, they're most likely the top provider, not just a reseller. Which means that you will get timely assistance and high quality support because they'll have immediate access to the servers where your account is. Whatever the issue - sales or technical, it's always much better to get hold of your website hosting company right away by using your preferred method of communication.