Despite the fact that this is not the keyfactor to help you identify a reliable cloud hosting provider from a bad one and a reseller from a real provider, having the option to call and talk with a live person is a sign that you aren't using the services of a one-person company and that you will be able to reach someone any time you need support. The telephone support for web hosting services may vary from basic to professional, therefore the problems which can be resolved through a call differ depending on the particular company. Usually, these issues are simpler and include billing or 1st level technical issues because more complex issues usually require a support ticket where both you and the system administrators can track what's going on with a particular situation. Still, being able to call your supplier can save you a lot of time and efforts for the countless tiny problems that will eventually show up at the time you manage your web hosting account.