@Gabriele,
Yes, we are all human and that's exactly why policies and procedures are supposed to be in place; to ensure that these types of failures don't happen. When you deploy software that breaks core functionality of it's primary purpose it's not a good look.
Your CrowdStrike comparison is actually spot on, but you missed the point. CrowdStrike has lost $20 Billion, with a "B", in market share, and numerous customers, due to their incompetency and lack of proper controls. The downstream effects are likely in the billions as well with lost revenue by their clients. For a lot of the smaller firms that use SM, similar fallout could be devastating to their business and livelihood.
Our company manages hundreds of on prem exchange deployments, 0365 and Google Workspace accounts, and none of our clients would blame MS for an exchange failure. Likewise, like none of them would blame SmarterTools for a SM failure. They blame us, because we are their primary contact and in charge of ensuring that their business runs flawlessly. On July 19th, no one with a cancelled United flight, trying to get home to their family, blamed CrowdStrike, they blamed United.
In our case, we deployed SM along side of Exchange for testing in an AD environment due to the upcoming major changes with MS Exchange. We're looking for alternatives to MS Exchange for our clients and would be using SM as single deployment per client (no shared deployments/multiple domains). We immediately noticed issues with 8965 and posted about them here and created tech tickets. Since we don't have any client deployments yet and we have email continuity in our environment, it doesn't affect us like it would them. Additionally, we would always deploy in house for testing before rolling it out to clients since we have procedures in place to limit the potential negative effects of 3rd party software. But like I said earlier, it's not a good look and it doesn't inspire confidence. The fact that 8965 is still available for download is confusing, at the least - It should have been pulled.
So instead of apologizing for them, I would hope that the community would hold them accountable so that policy changes can happen to prevent similar incidents in the future. I like the product myself, but I hope that changes are made so that we aren't loosing the confidence of our clients and spending valuable resources rolling back software.