Not entirely true. If you have a business need that demands this level of holding another big company to some account / get some response, then you pay for it.

Not entirely true. If you have a business need that demands this level of holding another big company to some account / get some response, then you pay for it. I think google's higher end service level starts with a $150K/year base fee + cut of spending. That's actually a pretty good deal (1FTE) to have your back much more covered when there are issues - I think they work towards 15 minute response times there. Plus they can help you avoid screwing up your own redundancy planning through reviews of your setup. What wasn't clear from parent was do they expect to hold google ($100B+/year) to account while spending $2,000/month - that isn't going to happen at all as google as already outlined how they will compensate you for downtime. Finally - for really large deals you can negotiate with their sales folks.