I guess the question is, if you're paying and you find what you believe is a system wide issue, do you expect a resolution? In this case, Google's response is

I guess the question is, if you're paying and you find what you believe is a system wide issue, do you expect a resolution? In this case, Google's response is seemingly "It might (or might not) be a system-wide issue, but we don't care - we won't fix it". There's no indication in this case that someone paying $500 a month for the premium support would get a better answer.