Negative feedback is good feedback imho. It helps to understand what went wrong, what to improve, and which actions should be taken.
https://about.gitlab.com/handbook/marketing/community-relati... has more insights.
> More neutral might be individual escalation behind the scenes.
Agreed, and this happened. For transparency, I went ahead and posted a comment here. It would be unfair to not respond publicly to the immediate concerns. This happens on all channels when necessary - Hacker News, community forums or social media - outside of the regular support channels, and will need a response to users.
> And lastly, positive one would be an explanation of what went wrong and what steps are taken to prevent it from happening again. (Or writing a defense from your view, which is fair game since the "accuser" went public already.)
In this case, I forwarded the message internally, and asked to escalate, which already was put into action. I do not have updates on what caused the problems, but can follow up tomorrow if it is safe to share, and does not contain confidential customer data.