The customer support that you will get from your cloud website hosting company is really important, no matter if you have pre-sales questions and you aren't a client yet, or you've got some technical issue with an active account. Prompt and clear info about a question or a problem can save you lots of time and efforts, not mentioning that this is usually a sign that you are ordering from a real hosting provider and not from some reseller. If you obtain a hosting account from a company that does not own its servers and it cannot access them immediately, it's almost certain that you'll wait for a few days so as to receive a reply to any kind of question, therefore your sites may remain offline for quite some time. However, a supplier which provides numerous means of communication and has a technical support staff that is available any time will assist you to right away and help you limit or fully avoid any kind of downtime and possible losses.