Is it because so many of Google's customers would then feel obligated to also offer support or service? While it's easy to pike at Google as a huge company which should provide this level of service, where do you draw the line? As I look across the collection of services I pay for, I don't see many of them with much more than "contact us" forms on sites, and in-app, no way to contact them at all.

Is there a certain size of vendor or price point where we expect to have human support and an SLA for response?