[austingunter]

I'm very curious to see what the technical review turns up tomorrow.

This feels like something that would have been connected to the Salesforce acquisition 3 years ago, and then making the service less efficient in order to increase profits or revenue targets on paid accounts. Not to mention saving money on the free ones.

It would be a little bit like Tesla not only selling you the Model S, but also selling you the electricity you charge the vehicle with. At some point, they make the car less efficient, forcing you to charge more often, and then claiming they didn't document this very well. Frankly, there are only so many people who will be a capable enough electrical engineer (or in Heroku's case, a sysadmin) to catch the difference and measure it.

The apology should be, "we misled you, and betrayed your trust. Here's how we're planning on resolving that, and working to rebuild our relationship with our customers over the next year. [Insert specific, sweeping measures...]