I feel really bad for everyone involved - customers and staff. The human cost in this is huge.

Yes, there’s a lot of criticism of backup strategies here, but I bet most of us who deal with this professionally have knowledge of systems that would also be vulnerable to malicious attack, and that’s only the shortcomings we know about. Audits and pentesting are great, but not infallable and one tiny mistake can expose everything. If we were all as good as we think we are, ransomware wouldn’t be a thing.