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Nice blog post but clearly doesn't solve the main issue. The problem is not outage caused by human or automation mistake. It happens and will happened again. All is about support. He didn't get help with regular support channels, he had to use "special HN support". How many cases have been ignored because someone doesn't know to make a little fuss on social media?

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That's exactly it and also no mention of that in the article, which is disappointing.

"In addition, there is and was no need for the customer to upgrade to some other plan level."

Should have been written as:

"In addition, there is and was no need for the customer to rely on HN for technical support."

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