Unfortunately in Europe for dedicated that cheap, this is the service level you're going to get. The other big players in this space are the same, and the smaller players are more expensive. Go virtual or live with it :(
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I think "don't take my stuff down and forget about it for 15 hours after the issue had nothing to do with it" is a level of support I can expect from any provider... The problem had nothing to do with my specific server, their DHCPv6 in the entire network was down.
I even provided logs to that effect (DHCPv6 reply was bad) from the get go.