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Working closely with our customers to develop long-term solutions

Of the five action items they listed, it seems that only the last of them is about actually solving the problem. I hope they are committed to it - better visibility of the problem can help, but I'd rather not have the problem in the first place.

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Actually, that's the only one that smells like BS to me. The others have clear meaning and goals.

The other ones are things that are obvious and immediate responses to the problem on description that don't take any deep analysis of alternatives.

Long-term fixes actually do require deep analysis of alternatives (and even what the appropriate parameters are for a solution that will deal with customers problems while maintaining Heroku's scalability), and aren't something you can do much more than make vague references to off the cuff.

The key question on that point will be follow-through.

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