@olabackstrom as you see once the first accident was reported we immediately escalated it and the responsible team started monitoring that. Also we communicated regularly on our status page what’s happening.
The engineering team needed to detect how many tenants were affected and immediately started evaluating what fix should be implementing having time / severity / etc in mind.
One more thing I’d like to add is that if someone is a paid customer then it’s best to open a support ticket as there’s always someone at the watchtower who will be able to help more immediately especially in outages scenarios.
I don’t want to assure you saying anything that didn’t happen but that’s how the process looked like. What I can do is to once more apologise for any inconvenience! If you’d like I can also relay additional feedback to appropriate team.