If you think my comments are stirring confusion, my apologies, that’s not at all my intent. In fact I find your comments regarding Glide support during the incident extremely important and I hope they will be acknowledged.
I suggested you comment under Glide’s announcement because that is the official announcement regarding the incident. The topic is called “incident analysis”. In it Ryan broaches two topics: engineering and communication. I think support could have deserved a mention. Ryan’s focus at Glide in engineering so his natural focus during a technical incident is … engineering. Yet he still mentions communication which is part of the response of a tech incident. I think support is part of this response too, but perhaps he didn’t think of it, or it is out of his scope, or maybe it’s implied, or maybe as you believe support is a different topic altogether.
I do agree with you that support is a separate topic from engineering. I just think in the context of this tech incident, the two are related. The official announcement will be closely monitored by Glide for comments. Hopefully your comments will get the consideration they deserve, despite not appearing in the thread of the official announcement.