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Even among its fans, Google falls short in an important area: customer support.

Edward Hanapole, CIO of test prep firm Kaplan, put Google’s Rajen Sheth on notice during a meeting at Google’s New York office Thursday: “A lot of the traditional CIOs moving into this domain are not going to be comfortable with the level of enterprise support you’re going to get from Google… I don’t think Google is structured well for that yet.”

The software-as-a-service model makes it less onerous for customers to deploy software to employees, but requires technical expertise for certain tasks, such as migrating data from locally-stored environments to web-based software, and learning how to use administrative tools.

Sheth, the group product manager for Google’s Chrome for business and education systems, acknowledged enterprise support wasn’t one of Google’s strong points, but noted the company added 24-7 phone support to all Google Apps business last November. Moreover, he said, Google provides technical support managers for a lot of its large accounts. “[Support] is something that we’ve expanded quite a bit,” he said.

Hanapole, who is switching 23,000 employees from Microsoft’s Office productivity software and e-mail platforms, hardly counts as a small account. But Hanapole

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