Small update, not really related to the downtime - haven't had the chance to speak to Marius yet since it's been 13 days since we last spoke. He hasn't got back to me at all.
I'm aware that this is going to hurt our finances but I've decided to end the NOC services contract with HostSolutions due to the way this is being handled. This isn't acceptable, we're not going to damage our reputation when Marius simply deletes the tickets and ignores clients asking for updates.
I'm sorry I couldn't help you guys, wish I could do more for you.