[bradly]

They called snapshots backups in their web interface when viewing snapshots. From their docs:

> "Snapshots allow you to create a backup copy of a volume"

https://pbs.twimg.com/media/EN2UZ6TX4AAMe-H?format=png&name=...

They are doing a lot of preaching about backups when failing to do internal backups (not customer facing backups) of their own products.

[bpizzi]

As it's said in the postmortem, they are agreeing that they should have stated in a more obvious way that the backups availability was not contractually assured.

[bradly]

The postmortem says "we don’t provide a backup product for customers" while the docs describe the snapshots as a backup (see screenshot from my higher level comment). This is the disconnect for me that I'm sure is causing a lot of the frustration they are hearing from customers. They are not accepting that they sold the snapshots as a backup and this is disappointing in a postmortem where users are looking for empathy, acknowledgement, and a path forward.