Isolated

I want to run SmartThumbs but in order to run it I need Zend Optimizer installed. So I ask the server adminstrator to install the ZendOptimizer. They told me I had to do it myself. So I did it myself and the installer told me i needed root access to finish off the installation(i have a virtual account).
So i went back to the server administrator and they told me I need to upgrade my virtual to a dedicated hosting plan in order to get root access.

Are they just trying to get me to upgrade my hosting plan or they just to lazy to install it themself?