The problem with saying things like "Support packages are available", is that time and again we see paying Google customers with support packages being treated awfully.

For example, this guy was a paying Google customer but couldn't get help http://www.sultansolutions.com/google-voice-lost-number/

These are paying customers who are paying a non-trivial amount of money for support (though not the "Premium" support in this case, which is an extra $500 per month for GAE).