Why are you comparing it to google? It's pretty obvious Google offers no support.
Fastmail.fm provides bad support and that is a fact.. They themselves know it and say so. They're trying to get the time down to 24h but as it is right now, it's bad.
There's an answer given by Fastmail's support. Sadly, I agree with an user there when he/she says that the folks there don't seem to be much interested in that kind of discussion..