Paying for the product isn't the issue, the company in the DO debacle was happy to pay - support is the issue. I pay Amazon to send me stuff, but I'd honestly be happy to pay them $5 to have my emails to support read & replied to by a person that doesn't have to rely on a low tier auto translate.
I understand that support is expensive, and especially for ad financed or cheap products, having an agent look into something can quickly cost more than you'll ever make off that customer. If the customer pays for support, support becomes a product and the company doesn't have to treat support as a profit-killer (that is, automate it, make it annoying for the customer so he avoids it, and staff it with the cheapest available labor creating a high fluctuation because of bad working conditions).
Best as I can tell they are a early stage startup surviving off startup credits from DO. Also $5 doesn't go far towards support costs. After a minute or two troubleshooting and they are already losing money.
The problem is if google is shutting down access for you how will you use the support provided by google apps. its a support chat you have to be logged in...
