Not a great way to handle the issue originally, but I think the CEO's response is more than fair.

I haven't had to contact Bunny's support so it's a bit disappointing to see this type of runaround from the support, but as an actual issue it seems pretty minor in the end.

I've been using Bunny for ~four years after looking at video hosting. In the four years we've saved approximately 50 000€ compared to if we'd gone with Cloudflare video streaming service and it's just been rock solid for us.

The CEO's response is alright, the VP of engineering's response is a bit more worrying in how it mainly tries to downplay the issue.