That is hard to say, but the article gives part of an possible answer. It is obviously not enough to simply say "we don't read it". It thereby follows that it

That is hard to say, but the article gives part of an possible answer. It is obviously not enough to simply say "we don't read it". It thereby follows that it it not ok to not have a channel of communication. This implies that emails who are sent to the support address must have the option to be responded to - if they are important enough. Because if they are all just never answered, this is the same as not having a communication channel in the first place. My guess is that it has to be a ranking based on importance. Of course it is necessary to answer each one, like "How do I find the google website". But it might be that - in germany - things like having an account closed people relied upon in good faith and than not responding to inquiries why is problematic, given that this can high and monetary personal consequences (violation of customer protection laws, to which all of this is referring - and yes, this is not fully dependent on whether they pay. Imagine important document stored only there - maybe created there, so it is not totally not understandable not having a backup already - and then lost, thus causing a million dollar company to fail. I'm exaggerating, but stuff like that). Further, having an available contact channel is necessary to be able to submit legal documents, though I expect that Google has another avenue for that already.