That's fair, and as I posted recently, I am not against charging a one off fee per support call, especially for free tier customers... but as a reference, I have a super cheap cpanel shared hosting plan, less than €15 per month, and I get my support tickets resolved same day from staff based in the EU. If they can do it, so can Google... Paying customers have rights, and I sometimes think that the great "innovation" of saas/cloud is not tech, it's breaking social norms that every other business is following. That is to our detriment.