[ntoshev]

Actually the problem is that Google's apps are self-service, and this is not what enterprise customers are used to. Most startups discussed here don't have the option to provide the non-scallable phone support either, so it is a very relevant problem.

Hiring 1000 people in a support center in India is a very un-googly thing to do, so I guess Google will keep the prices low and persist educating their customers to be able to use the services themselves. Maybe someone can invent a better way to do just that.

[jcromartie]

"Actually the problem is that Google's apps are self-service, and this is not what enterprise customers are used to."

Having worked with numerous "enterprise" packages in various capacities, I can assure you that most enterprise software vendors offer something that only barely qualifies as "support" anyway. The difference is that Google isn't lying about their level of support,

[misterbwong]

While I do agree that most enterprise software support offices are-let's be honest-crap, that fact doesn't negate the enterprise's need for software support. Companies desire that safety blanket and "having someone to blame" even if they are lying to themselves.

A friend higher up than me in business once told me that large corporations are in the business of managing risk. This is in stark contrast to a startup founder's penchant for taking them.

[edw519]

"this is not what enterprise customers are used to"

Another excellent reason to adopt them.

"non-scallable phone support"

Here's how to provide the best scalable support: Make your apps easy to use and do exactly what their supposed to without bugs. No need for "support centers". Problem solved. Woo hoo!