> I understand that some customers may have lost some confidence in the service that we offer

Only "some"...

> So, I want to explain ...

Just an explanation? No refunds?

> A new platform will be available by the end of the year for customers which we will provide self-managed and automated snapshot backups

That's great, it will really solve my problem

> I hope this goes some way to win back your confidence.

"some way", for a very small "some"