WTF, it's definitely on the status page -- if you can get to the status page, which, the status page having an outage is an alarm sign?

It has been there for over 9 hours now.

I would definitely shame them -- do they not even bother looking at status pages before giving you information? How has Heroku not distributed this information to any customer-contacting staff already?

It's crap like this that disturbs me even more than the outage in fact. I know bad outages can happen even to the best of us, but your account manager not knowing about it and not even bothering to try to find out before giving you bad information is the mark of mediocrity at best.