Right. But the problem with Google and most other cloud service providers is that they provide services to a large number of "customers," many of whom don't pay

Right. But the problem with Google and most other cloud service providers is that they provide services to a large number of "customers," many of whom don't pay a dime. So, their entire corporate structure is set up with that in mind and there are few, if any customer service reps. Developers and designers are expected to create "self service" products and since they work for the majority, it's expected that it'll work even for their paying customers.