No argument on the crappy comms. If I was in customer success at an enterprise vendor I doubt I'd be let anywhere near the tools to get this back up and runnin

No argument on the crappy comms. If I was in customer success at an enterprise vendor I doubt I'd be let anywhere near the tools to get this back up and running. These guys are generally in the way rather than helping in a situation like this. Head of engineering or some product rather than customer support? That might be a different outcome.