I think this is a good point. Don't rollback if you don't know why your new code is giving you problems. You may fix things with the rollback, or you may put yourself in a worse situation where the forward/backwards compatibility has a bug in it. The issue may even be coincidental to the new code.
However, it's hard to say whether this is a poor decision unless we know that they didn't analyze the path and determine that it would most likely be fine. If they did do that, then it's just a mistake and those happen. 20 minutes is enough time to make that call for the team that built it.
However, it's hard to say whether this is a poor decision unless we know that they didn't analyze the path and determine that it would most likely be fine. If they did do that, then it's just a mistake and those happen. 20 minutes is enough time to make that call for the team that built it.