[nirvdrum]

I've managed a Google Workplace account (~30 paid users) for over a decade and have never had support respond in less than a week. And each time I got a canned response. I just don't even bother anymore, which is likely what they want. I don't think this is a free vs paid thing. It's just the way Google operates.

[ipython]

That's weird, I have a Google Workspace account with less than 10 paid users and had several in-depth conversations with support personnel on SMTP and DNS setup issues. It was outsourced to an overseas call center, but they did respond to my queries.

That said, I have issues with spam being delivered to my organization's group aliases and I can't report the spam because it flags it against my group alias not the original sender (!) I can't turn spam filtering on the group alias because it flagged legitimate emails from our customers. So I'm kind of stuck between a rock and a hard place, with no one at Google to talk to about it.

[remus]

It depends how much money you spend with them. If you shell out for expensive support in GCP you get guaranteed response times, dedicated account reps and so on.

[brewdad]

I'm paying $10 a year for my email and the one time I had an issue I got a response within 8 hours and a follow-up after everything was resolved. It shouldn't require Fortune 500 levels of spending to get basic service.