From my experience, Google's customer support for it's paid Google Apps could use a ton of improvement,to the point where I think it is a significant weakness exploitable by companies with similar paid services and better support. They are really difficult to contact and their support navigation always frustratingly leads you to one of their help pages instead of a number or email address to use. And if the problem is not a service outage/emergency, you must go through email which takes days to get the typical generic and unhelpful response.

I love all of Google's services, but I am/was incredibly frustrated that we actually paid to use their services and then they left us out in the cold when it came to a shortcoming of their infrastructure. We started with a domain for Google Apps and purchased 6 accounts on the domain. A year or so into using their service, we realized we needed to switch our primary domain from ourhabit.com to habitindustries.com. Both the domains are owned by us, and habitindustries.com was at the time setup as an alias on our ourhabit.com domain. Turns out, Google Apps does not support the switch. And not only do they not support it, there is no migration help to move emails or remove the risk of losing email while you transfer over to the new primary domain. And the real kicker? They made us pay for all 6 accounts again on the new primary domain even though we would no longer would be using the old account. If you aren't going to support a basic feature (which is called for again and again and again on their forums), don't make us shell out another $50 per user to mitigate it. Thank god we only had 6 users at the time.

Sorry for the rant, but seeing the claim of 24/7 customer support really set me off :)

whoa -- good to know, I was merely pointing it out since I know they do claim to have 24/7 support, if it's useless then my point is invalid!

Where is the number to call when it's down? Not down for everyone--that's a different problem--down for you: say if you get "locked out."