I pay $5 / month for google apps for my personal domain. I've had to contact support twice, the first time I got a phone call < 10 minutes after my email, and the second was < 20 minutes via email.
In my experience, Google support is _excellent_ for their paid products.
That's where I'm at. I've had similar good luck with Office 365, too--similar frequency of problems and responsiveness when I've had them.
If you're paying for Google Apps, you get e-mail and phone support.
Yes -- but the people you can contact may not have the ability to fix problems if they're complex. For example, we wanted to disable clicking on links in email for our users because of phishing -- support wasn't able to help with that.
Until they don't, and then good luck with getting ahold of someone who can actually do anything to fix your problem(s).