Another deer!? 😱

CEO said that forgiving bills for this kind of a thing is a standard practice, but how come this was the customer support’s first reaction:

We normally discount these kinds of attacks to about 20% of the cost, which would make your new bill $20,900. I’ve currently reduced it to about 5%, which is $5,225.

If the customer support has authority to give 20%/5% discounts, this seems to me like the standard practice, and the CEO is probably just doing damage control because this became public.