[atoav]

One point I'd like to add as someone who has worked in IT support for years:

Don't answer when you haven't done your homework. Either you check for yourself if what they claim has happened happened and acknowledge the fuckup or you just trust them as go on "if this is true and we have no reason not to trust you, it should never have happened".

But not understanding? The description of the incident was pretty clear. Maybe think about it and investigate till you understand what the problem is, and then answer.

[detaro]

Or answer being clear about that if you feel like you need to respond now. Acknowledge there is a problem, say you'll have to look into the details before you can say more, come back with specific questions if you need answers.