Barry Cooks did a phenomenal job with this after-action. He not only publicly accepted fault on DO's behalf (+1), not only stated the incident timeline clearly and without bias (+2), but also showed mitigation steps and procedural changes to avoid this in the future and prioritize customer business interests (+3). Many medium and larger sized companies should take note of this handling style (looking at you, Google and Facebook). I love that there was no generic PR "we're very sorry". Succinct, accurate, and without spin (+4).
I agree, the incident report was well done. The combination of factors that led to the issue was described in clear detail, and I was glad to see a concrete plan to improve various aspects to avoid future cases like this. It certainly helped to regain trust.
