1. Their tech support does NOT work remotely. All folks who are there are in-house.
2. Rackshack does not give refunds - ever. For any reason. It's in the TOS and AUP that you have to agree to when you sign up. I've been there for years and I've seen times when someone genuinely deserved a refund, but they stick to their rules - no refunds.
3. Rowan, these are the people you need to contact. CC all of them with a POLITE letter clearly stating the details of what has happened and giving a link to your graph screencap:
Patrick
[email protected] Sen. Sys. Admin
Mario
[email protected] Customer Service Manager
Greg
[email protected] Support Team Manager
Robert
[email protected] Rackshack CEO
Don't get mad or abusive in the letter. This is the first time these four fellows have heard of you and your problem. Don't threaten to leave, but tell them that from the referrals you honestly expected better service than this. Give them the opportunity to make things right, and they will.
It might take repeating yourself over and over, but they will make it right. I recently had a problem that caused a 5-page thread in the forums and got Patrick to acquiesce and agree to re-do the hard drive images so that when the box goes online, everything is shut down except for SSH; and when a box is restored, not only is everything shut down but SSH, but only you from your specific IP can access the box - thus giving you an opportunity to clamp down security in case you have someone trying their best to crack in once the box comes back online. It was a great step forward.
Just stop dealing with the techs, and instead take it to the guys who actually have the power to get things done.