I'm a major fan of radical transparency and all businesses fail to meet their customers' expectations once or twice. I'm pretty forgiving of failure (so long as people learn from it). Recently, despite my normal tolerance, I've been pretty angry with NetIdentity, as you might have read, but today I got a very well written email from Ross Rader at Tucows. It was detailed, honest, open, reasonable, and it ended like this:

Thank you for your patience and understanding during this outage, and for being a customer of ours in the first place. We truly value your business, and will continue to focus our attention on earning back your confidence.

Ok, I will. Second Chance button activated.