[callum85]

I think RaphiePS's comment is fair.

"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.

[RaphiePS]

Yeah, that phrase is a bit suspect. It could easily mean "teaching people how to effectively deal with our dumb routing."