It is unfortunate indeed. Yet, note that:

- The billing system sent notifications about failed payments and attempted 2 additional billings, 2 and 3 days apart.

- The first contact on the issue was made only after the site went down, at which point we couldn't do anything.

- The first reply to the issue from us was 6 hours after the first report. 

- Off-server backups are being made, but this one has failed (timed out). We have very limited information on why it happened exactly, but we are increasing time-out limits and we may limit new deployments to the same datacenter where we have off-server backup instances.  

- We have attempted to negotiate and help the user to rebuild the site.