Google has a well documented history of it being next to impossible to talk to a real person unless you have an $X0,000 hardware search appliance or similar. As an individual, if you're not internet famous, you're taking your business into your hands using Google for critical services like these.

That said, not everyone looks at the level of support provided before they choose a service. So, if you get blindsided with this type of thing, you do a quick search to see if it'll get resolved quickly, realise it won't, change your MX records and learn your lesson / plan for a migration out of the service if/when you get your account back. Just like with any problem of this nature.

Usually it's just worth paying for something more expensive (and often less featured) for which you know that there's someone you can call when the service goes down in the middle of the night or you get locked out for some random reason.

edit: I'm really only being overly harsh because the guy who wrote the article is the CEO of a cyber risk management and security company, and should know better.