We are reviewing our internal processes to ensure that communication between groups is more effective, so that we can better inform our customers when situations occur.

I see this as the only contentious point raised by some of their users. They are doing an outstanding job already at dealing with a large infrastructure running a wide range of heterogeneous applications. They likely run updates on their infrastructure on a regular basis, without anybody noticing.

However, if you're selling me on the promise of taking care of infrastructure for me, you can't under-deliver on communicating as soon as st hits the fan.