Although this is not the mainaspect for you to recognize a trustworthy cloud website hosting company from a bad one and a reseller from an actual provider, the option to call and consult with a live person is a sign that you aren't working with a one-person service provider and that you will be able to reach somebody any time you need assistance. The telephone support for hosting services may vary from general to dedicated, thus the problems which can be resolved through a phone call vary based on the service provider. Usually, these matters are simpler and feature billing or first level tech issues as more difficult issues usually require a support ticket where both you and the sysadmins can track what's going on with a particular situation. Nonetheless, having the option to call your service provider will save you a lot of time and efforts for the multitude of small issues which will eventually appear when you manage your hosting account.