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Comment by nivla | Hacker News Reader

As long as they are promised a timely customer service from Google, I think it is a great move in terms of savings. Although I don't see the switch to Google Docs from the Office Suite ending well. Also if they are going through such great lengths to switch everything to Google, then why not save even more by using the Chrome OS instead of Windows?

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  > As long as they are promised a timely customer service from Google

I very nearly sprayed coffee on my screen when I read that. Well played.

Google already guarantees timely customer support for organizations willing to pay for it:

http://www.google.com/apps/intl/en/business/upgrade.html

https://cloud.google.com/support/packages

That appears to be Google App Engine support and not Google Apps/Docs support?

Edited my post to also include the link to the Google Apps 24/7 customer support.

I've worked at several companies who paid for Google Apps; I have spoken to a live support rep when issues have occurred. Problem?

Same here. I think most of these folks have never used paid Google Apps accounts, and extrapolate from their gmail.com experience. Google has follow-the-sun, toll-free support and those folks generally do know their stuff.

  > Problem?

We had 100+ paid accounts (even paid for postini archival service) at a previous job, and phone support was rather poor, if you managed to convince them to work on it. Most of the time when we called, they just told us to file a support ticket.

Maybe their support has improved quite a bit in the last 2.5 years, or maybe we just weren't a large enough customer. shrug

> Problem?

The problem is you aren't sticking with the narrative folks here are comfortable with. This particular Internet forum assumes Google has zero support, even though this is pointed out as false in literally every Google thread. This despite HN users genuinely believing they are smarter and have higher-minded debate than other forums.

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