Sometimes when reading articles from HN I'll try to guess if the comments will be positive or negative. I guessed that these would be positive. I seem to of been wrong though... It seems like every other day there is an article on HN talking about "google down. no support!" and everyone is always saying the problem with Google products is that if something goes wrong you can't get help. I don't know if they offered 24/7 phone support before but to me, it sounded like this was new and they are focusing on offering a service with support and making sure it stays up and reliable for more serious businesses.
We have a paid for google apps for business account. Every time I've called for support (email from a particular domain never getting to us, emails to a particular domain never getting to them, queries about outages) I've gotten a very pleasant voice who tells me in no uncertain terms that nothing is wrong, everything is okay, and could I please just f*ck on off and be a happy cog now. So, the service is weak to nonexistent, but at least the people on the phone are apologetic and nice.
