[metaedge]

I would have started the response with:

First of all, we want to apologize for the impact this event caused for our customers. While we are proud of our long track record of availability with Amazon Kinesis, we know how critical this service is to our customers, their applications and end users, and their businesses. We will do everything we can to learn from this event and use it to improve our availability even further.

Then move on to explain...

[sigzero]

What they did was fine.