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It's like with any big company: they'll have a bunch of SREs and SWEs working on it and trying to solve this asap, but it's probably too technical to give more details than "we're investigating".

It seems with these "Big Provider" outages its a cascading failure across a few systems as opposed to a single point failure which makes debugging a bit harder.

They provide updates to customers, but I'm under NDA with them.

I think you meant "paid customers". Pretty much all the people wrote here are "customers" one way or the other. By "updates" if you meant the message in GSuite Admin account notification section, it's no more insight than what's describing here: https://www.google.com/appsstatus#hl=en&v=issue&sid=2&iid=cc...

"You're not the customer; you're the product."

That, by the way, and surprisingly for me, it seems it's a quote from 1973:

https://quoteinvestigator.com/2017/07/16/product/

Yeah, paid customers. Not sure why I've been downvoted.

The engineers there obviously have info before the public status page gets updated.