When it comes to paying customers, they do give you more access to personal support but you've got to be spending a serious amount of coin with them to get to that point.
Depends on what you mean by "access to support."
My company, and several of my customers with whom I've discussed this issue, spend a significant chunk of money on Google Apps and related Google services. We do get a customer support #, but all that means is someone answers the phone.
I'm not sure we've ever received actual support from them. We have trouble tickets for significant, documented issues that have been open for YEARS. The official answer is that someone from engineering will look into it and get back to us.
We're looking into ways to reduce our dependency on Google services, but of course it's a challenging and time-consuming endeavor to migrate away.
This was the thread on Webmasterword, when Google closed Million USD Adwords advertiser accounts without warning, after changing their guidelines unannounced http://www.webmasterworld.com/google_adwords/4020049.htm
Google is completely automated, and individual customers don't exist, only statistically significant numbers.
> Self host. Don't rely on Google.
Or any other company if you don't have a contract that legally protects your data while it is on another company's server.