Making knee-jerk, one-off decisions are a sure sign of bad things to come.
You want to have a system in place that is adaptable and flexible for its end users, but strict enough so that it doesn"t break production or core systems. This is where agile development and quality assurance comes in.
I think in this case the requests made were already on the development roadmap, and were escalated with the request. It is not unrealistic for any high performance team to crank out these types of requests in 2 full days, and still maintain a solid API platform.
Plan, Do, Check, Act is aleays the best method for long term product quality assurance. Eventually all systems will have a need for some type of update that makes improvements or innovatations to its code base. Its how you deploy those changes which determines the updates success.
I want everyone to be like NetDNA when it comes to their API. For example they went and joined a hangout to help someone out with their API.
And 'Mind you, NetDNA is not a tiny little startup with a handful of customers - they have thousands of paying customers and they are promising to turn around a new API feature in less than two days!' doesn't cause any alarm bells to go off? What "giant company" can turn around two new API solutions and test/deploy in 2 days? None, not even Microsoft. There should be wayyy too much red tape for such a thing to ever happen.