They don't say they're sorry, because they're not. Instead they minimize their actions by: 1) stating how few customers customers were affected, 2) how it's not really their fault because it was a hardware error, 3) it's not really their fault because they had already planned to upgrade the server, 4) it's not really their fault the restore procedure took so long because they had to make backups first, 5) the restore took so long because spinning disks are slow, and they really had no way to know this in advance. And to top it all off they point out they're not contractually obligated to provide working snapshots at all, so really it's the customers who are at fault here.

The take-away here is clear: don't trust Gandi with anything you care about.