I appreciate the hardwork you guys are putting in. But what you are saying is tangential to what parent wants. parent wants a committed vision/plan from google towards customer support. Allowing developers to talk to customers is all cool but what's required is commitment from google as a company to invest in customer support resources.

So, when my Google Apps is down, I don't want to geek out and talk to an engineer on the various technical issues. I want it back, up and running asap.