Sounds great until they shut your shit down without explanation, and all you're left with is a support number that is about as helpful as a brick wall...
That, and where does it say he was using a free account? A lot of universities are on the paid google suite.
Anecdotes are great but it literally says 24/7 support in the article. That seems like it means there is someone to talk to all day, every day (which is obviously best effort but so are most other products).