So I am actually a Google Apps Reseller. Our customers can go directly to Google for support, or through us. Most choose to come through us at no additional cost, some pay us for a higher level of support. Generally, we solve the easy stuff that doesn't actually require Google's intervention much faster than Google would for our customers, and are able typically able to get resolution to Google Support tickets for a couple reasons: (1) we are very experienced interfacing with Google Support (2) Because we are in the top tier of Google Apps Resellers (Enterprise Premier), our customers actually get a higher level of support by default.
The guy below who had another reseller claim they have all the Google Engineers on chat...that is probably true but they don't handle support issues. They will tell you to open a ticket, even if they are your friend.
Not sure why my comment above got down-voted. You DO get support from Google by paying for your Google Apps account.
The guy below who had another reseller claim they have all the Google Engineers on chat...that is probably true but they don't handle support issues. They will tell you to open a ticket, even if they are your friend.
Not sure why my comment above got down-voted. You DO get support from Google by paying for your Google Apps account.