Wouldn't they have gotten beaten up over the outage even more had they not offered an explanation?
In my experience, customers are often seeking an explanation/post-mortem because their customers are seeking an explanation. If an upstream service goes down for an extended period of time and all you can do is go back to your customers and say, "Your system was down because our provider's system went down for 4 hours. But they won't tell us why.", that not go over well.
In my experience, customers are often seeking an explanation/post-mortem because their customers are seeking an explanation. If an upstream service goes down for an extended period of time and all you can do is go back to your customers and say, "Your system was down because our provider's system went down for 4 hours. But they won't tell us why.", that not go over well.