This should be a teachable moment with respect to their culture. Throwing up their hands without an understanding of what happened is unacceptable — if something that is believed impossible happens, it is important to know where your mental model failed. Otherwise you may make things worse by ‘remediating’ the wrong thing.

And while this sounds overly simplistic the simplest way this could have been avoided is enforcing production hygiene. No developers on production boxes. Ever.