Yeah, that's valid. It seems like we're talking about two different issues though. And you're completely right about having to play it by ear. This situation

Yeah, that's valid. It seems like we're talking about two different issues though. And you're completely right about having to play it by ear. This situation is unique because Davis is a founder of a company and his comment could possibly impact that company. It's not a case where the company has made a mistake in its service. In other words, if someone decides to not use Ticketstumbler over this, it's because they hated his comment, not because Ticketstumbler failed them. So in this scenario, there's no reason to draw attention to the initial act with a public apology because it's not likely to happen again. Whereas if Amazon EC2 went down, that would (by definition) have an impact on customers, and it might happen again in the future. So in that case, it would be valuable to reassure the customers that it won't happen again, to provide reasons why it won't, and to communicate the measures being taken to prevent downtime in the future. So the situations seem similar, but they're actually very different.