There are lots of website hosting companies out there, still most of them are resellers who have restricted resources, especially when it comes to support. A good way to distinguish them is the option to reach the company over the phone. The level of support that you will have through this particular channel of communication will vary based on the service provider - some provide you with experienced phone support, while others offer common and customer support only since some issues are more time-consuming and it would be far easier to be resolved via a support ticket, particularly if the issue has to be escalated. However, it is good to find that you can always contact your hosting supplier since there are a lot of small-scale matters that can be resolved easily and in a very timely manner with a telephone call, not mentioning that you can get additional info regarding the services before you become a customer.