The key thing, IMO, is openness to the customers about what's going on. Especially a post-incident review, similar to the detailed discussions that Amazon posts after a major outage on AWS. If Aconex can show that the cause of the outage is understood, and that steps have been put in place to prevent a recurrence, customers will be much more understanding and tolerant than if they just say "oops, our bad" (especially if the same thing - as far as the customers can tell - happens a second time.)
I don't work in the industry, so I don't know how transparent they are about this stuff. But, speaking as somebody who works in IT, I would trust a vendor who's up front about what the goof was far more than I would trust a vendor that says, "It's all good, it's sorted, trust us." Doubly so for something that is so business critical: in that situation, trust is everything. If Aconex doesn't have trust, there is no business, no matter how good the product may be.
ACX Price at posting:
$3.90 Sentiment: Buy Disclosure: Held