Google does have help, but it is difficult to get, and not well publicized. For Adsense products you need to hit specific revenues to "unlock" help levels. For example, I think it is $25 a week in revenue to have email support. Then if you do more than $500 a month you can get chat support. And finally, the holy grail, is doing enough revenue to get your own account manager, but they don't tell you what that number is.

For Google apps, if you have a business account ($5 a month per user no minimum), their phone support is incredibly good. You can call right in, talk right with a support person. I have had to call a few times on migrations for email and some issues with Google docs and the support has been nothing less than impressive.