Earlier quoted context omitted.
They could do both.
no, they couldn't. the budget to pay for a large amount of support on a very open app ecosystem is prohibitive, even for a company like google. the compromise position that they could do, but apparently haven't done, is to sell paid support packages for app developers that need/want more engaged support from google.
Hire one people to respond to devs of these pretty popular extensions (so let's say above 10 000 installs). Make the number of emails the guy/gal has in the queue public, so devs can know how long they have to wait on average.