That's not fair. What do you think "tools to understand and improve the performance of your apps" and "develop long-term solutions" from his bullets mean?
But, I'm surprised they didn't wait until the "in-depth technical review" was available to apologize. And the idea that they were informed of a problem "yesterday" doesn't quite match the impression RapGenius gave, that they'd been discussing this with Heroku support for a while.
"tools to understand and improve the performance of your apps" only commits them to updating their docs and tools to reflect how their system really works. It doesn't indicate any intention to fix the actual problem (the fact that requests can be routed to busy dynos), nor that they will make any kind of reimbursement to people who made business decisions based on incorrect docs.
"develop long-term solutions" doesn't really mean anything.
The first couple bullet points are about increasing transparency into how it works and what it is doing in an app. The last point is about fixing it.
| Working closely with our customers to develop long-term solutions
I cannot imagine this will be simple to fix. I don't know what Heroku's deployment is like^, but I figure it is very massive and complex and solving performance issues at that scale are not done overnight.
^That is the deployment and configuration of the Heroku platform, not how we as devs deploy to Heroku.
I don't think you can really conclude that from this statement, this section could be read to mean they plan on making changes:
"Working closely with our customers to develop long-term solutions"
At this point I imagine they're in damage control mode; I'm not surprised they'd be reluctant to make new promises before everyone's on the same page about the technical issues.
Actually he is, quite explicitly, saying that they will do a short-term description of the current behavior and its impact, provide tools to assist customers in understanding and managing the effect on their specific apps, and work on long-term fixes.
But, I'm surprised they didn't wait until the "in-depth technical review" was available to apologize. And the idea that they were informed of a problem "yesterday" doesn't quite match the impression RapGenius gave, that they'd been discussing this with Heroku support for a while.