Once served with a lawsuit, most companies don't continue to rely on their publicly accessible support system.

Exactly, in comes through a separate channel (lawyers) and then actually is dealt with.

such a cop out answer. someone wrote that bot. someone can investigate logs to see what the bot did. some PM is in charge of the people that wrote the bots. their bonuses are dependent on good reviews. anyone writing automation that doesn't leave a trail to follow wouldn't be worth much. no logging is an amateur move or the move of a guilty party. hopefully, the next case will have lawyers instead of some small shop owner fighting for their life. the lawyer might be able to convince a judge these logs need to be turned over.

all i'm seeing from the work this small business owner did with this case was to find where the loose string in the sweater is. we now just need the right people to start pulling on that string.

It's kafkaesque. This happens when part of a system cannot successfully communicate with another part of the system to resolve problems, whether that's unintentional or design.