freitasm - 7:30 pm on Feb 22, 2013 (gmt 0)
I actually stopped using Google Apps enterprise when I opened a ticket with a valid PIN and the human support replied "asked in the forums".
I then moved my business to Microsoft Office 365 (back then BPOS) and the three times I contacted them in the last three years I got a human reply in all of them and a phone call in one.
In other words: do not trust that you're going to get support from Google. It's great to have their tools (I use AdSense, Analytics, Webmasters, Gmail and a variety of others). But it's not "free", they actually make money on that anyway, so it works for both of us. But when it came to supporting businesses with some level of requirements that fell apart...