Did the OP ever say that he was a paying customer? I don't see anything concrete in the article. He says he transferred his _business_ number over, but I don't

Did the OP ever say that he was a paying customer? I don't see anything concrete in the article. He says he transferred his _business_ number over, but I don't see any mention that he had a "Google Apps for Your Business" (i.e. paid) account. I'm fairly sure that Google Apps For Business does, in fact, provide telephone support. <disclaimer> I'm an engineer and not an expert on support options</disclaimer>