I don't know why, but seeing "I’m really, really sorry" in a Post-mortem doesn't feel right.
Maybe your comment just reads wrong (context is tough in text format) but I wish you would reconsider this idea. Here is a business owner accepting full responsibility and doing his best to provide some insight into what went wrong and why it took so long to get back online. It reads to me like someone who cares deeply about his customers and wants to project the sense that they are his number one concern. Its honestly refreshing and I wish it was a more common thing. I'm not a BC customer but I'll be giving them a try next time I am in the market. They clearly care.
Is there anything he could have said that would appease everyone? I think he is really stuck, and at least he took responsibility for what happened.
That seems rare these days, and even if his wording doesn't feel right, his words and the detailed explanation of their actions deserve a lot of respect.