Yeah. Mistakes are going to happen and what really separates the good companies from the bad ones is how they deal with those mistakes. This seems to be a good example (for the reasons you stated). I have seen plenty of incident reports from other services that don't really tell me what happened or what exactly was done about it. That's when I feel unhappy. Within reason. I'd still be pretty unhappy if a company was really negligent, even if they had a really great incident report :P