#rant Apparently there are different levels of "root cause analysis" at Netsuite. Level 2 (higher is supposed to be better), got me this for a major performance issue: "The problem you encountered was introduced through feature work in a recent major version upgrade. All new feature work undergoes an internal code review process and thorough automated regression tests, but these measures did not expose this defect. The Engineering Team identified the problem area and following our standard defect resolution process resolved the issue you encountered. We are making improvements to our internal review process and our testing methods to prevent similar incidents in the future. We apologize for any inconvenience due to this issue." WOW! so detailed, now I know exactly what was the issue...

I mean, at the end of the day, aside from them admitting fault here - what more do you want?