Just by change I had to contact Google Support for a Gmail problem in Google Apps for Business. The initial time to response was more than 24 hours. But after that the support was super proactive and helpful. The agent even phoned me after I emailed to say the ticket could be closed. He explained that the initial 24 hour delay was not normal, and he would flag that.
Overall it seems they are really taking some concrete steps to improve things. It seems from the thread to be patchy depending on what business unit. For example Google Apps has more competition so they cannot afford to be slack.
Overall it seems they are really taking some concrete steps to improve things. It seems from the thread to be patchy depending on what business unit. For example Google Apps has more competition so they cannot afford to be slack.