Frankly, I read the blog post and I have Google Apps for Business at work (and use the free version for my domain), and I missed this. It's kind of buried in the middle paragraph, and I don't remember it being trumpeted on the upsell page when I signed up.
If it's anything like the Play Store phone support, it's basically a placebo so you feel instantly gratified, while the CSR sends an email to the real support team ( with ~48 hour turn-around).
If it's anything like the Play Store phone support, it's basically a placebo so you feel instantly gratified, while the CSR sends an email to the real support team ( with ~48 hour turn-around).