Although this is not the mainfactor to help you identify a trustworthy cloud hosting company from a bad one or a reseller from a real supplier, having the option to call and speak with a live person is a sign that you aren't dealing with a one-person company and that you can get in touch with somebody when you need help. The telephone support for web hosting services may range from common to experienced, therefore the issues which can be resolved with a call differ depending on the particular supplier. Generally, these matters are simpler and feature billing or first level technical issues because more complex issues usually need a support ticket where both you and the system administrators can follow what is going on with a specific issue. However, having the option to call your provider can save you lots of time and efforts for the multitude of small things that will eventually show up when you manage your hosting account.