Providers may be a good idea, although I'm skeptical about the ability of Google Apps providers of having direct channels to Google support. Your story is certainly interesting and favorable in that aspect.

Yes he did. And he didn't include what his service representative told him. You see on my paid account under the tools "Manage this account" there is a support tab, and that tab lets you send email to a real person with your account id and generally they respond reasonably quickly. So what what did they say? Now the poster says "locked out of his account" what did that mean? Can't login? Or can't send email? Can't use Drive? Can't use Calendar? Was it just him or everyone who uses the account? When you're paying for a service, if your service provider denies you that service you can sue them more easily.

Now I have been emailed when my logging application tried to send a bunch of emails, I was notified that it had been 'spamming' and disabled until the spam stopped. I sent back a nice explanation of what our systems were doing, and a whitelist of addresses that could send that sort of email, and they set it up. No more issue.

The bottom line is that there are missing bits in this anecdote that would help give context to the 'abuse' comment. But they are missing.