That's not 100% true. One of the best things I ever did was ditch all my clients who used my servers for mail onto corporate gmail accounts. They actually do get someone on the phone when they have a problem. The thing you have to consider is that someone on the client side is getting paid $8/hr to call Google and someone on the Google side is getting paid $8/hr to respond, and as long as it doesn't bubble up to being anyone else's problem this is probably better than having a CEO call a dev lead at 5am and ask why the mail isn't working.