[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.