The customer support that you can receive from your website hosting provider is very important, no matter if you have pre-sales questions and you are not a client yet, or you have a technical problem with an existing account. Prompt and accurate info about a question or an issue can save you a lot of time and efforts, not mentioning that this is generally a sign that you're ordering from a real hosting provider and not from a reseller. If you get a hosting account via a company that doesn't own its servers and it cannot access them directly, it's very likely that you will wait for a day or two in order to receive a reply to your query, so your sites may stay offline for quite a while. In comparison, a company which provides numerous means of communication and has a support crew available any time can assist you right away and help you decrease or totally avoid any kind of downtime and potential losses.