I fucking hate phones, and people are idiots. It doesn't make much sense to do phone support since it's totally inefficient and you have to wait for stuff to happen (like a reboot) because people expect everything to be solved within one single phone call and get pissy when it doesn't happen. Not to mention thick accents, bad connections, people who can't speak the language for shit, ask stupid questions, having to explain shit to people who don't understand, call several times per month about their $10 virtual account, etc. Plus, dealing with idiots is easier by email or a messaging service.
If you're a big client (who knows what the fuck they are doing), then you might be correct to ask for phone support. Big client, not long-term client.
Also, it makes sense for resellers to NOT offer phone support, for a number of reasons. So if you're using a reseller, don't expect it.