That being said this was a great response and I appreciate it

Do you really think "Our sub-par standards got outed in a forum dedicated to our core target market so we did a spot fix and made some noise about how we will improve" qualifies as a great response?

A great response would be "We are aware our support is not inline with what a service like this requires. We will implement the following measures over period X"

This is more like "oops, sorry we got found out"

"Cloud" support in general is dreadful, especially given the extremely high premium you pay for *aaS services.