Being someone who read hundreds of incident reports and postmortems that I was involved in personally in some capacity on a "fixing" side and thousands on a receiving side, I'm always amazed that otherwise intelligent people believe the details shared in them. The art of writing a postmortem is the art of feeding hungry hyenas in a zoo without blowing a budget: the details are bunk used to convince the hyenas to continue to eat the food rations.

Here's what this postmortem actually says :

* There was an undeniable, user observable issue between 10:04 and 11:28 PT as the customers could not change configuration.

* There was some root cause issue that we will say ran between time X and time Y, we do not acknowledge that your specific service was impacted in that window, unless specified separately.

* At some point we worked around/fixed the underlying issue.

* At 11:28 we fixed the user observable issue.

* The following is the number of minutes we acknowledge to be down for SLA purposes. Remember to pay your bill.