Huh? A RAID rebuild is not maintenance, and at any rate if I had a multi-site customer down hard they'd get a better explanation than that after, let's say, the second hour, especially if the ETR was unknown. Not only that, but no CEO I know of would accept this as an excuse from me if I was in charge of their company's systems.

This is basic hosting customer service, and it's the kind of service I have gotten from Rackspace in the past, though I haven't used them since they went public.

P.S. There was much more than that post in the contemporaneous tweets, that was just a convenient description. It's not just hearsay, unless you consider the person running the site to be a third-party to the issue.