They're just the user, not the customer. For the real customers (big ad spenders) they do provide support, account managers and SLA agreements. In their world a

They're just the user, not the customer. For the real customers (big ad spenders) they do provide support, account managers and SLA agreements. In their world a couple of dollars for your cloud storage isn't enough to pay for support and reading your email, browsing history and your site usage is a way to earn back the money they've put into creating and sustaining the "free" service.