This was resolved today - midway through the day - but here's my takeaway from it:
There was 0 communication from Nitrado via "mail" - which had been assured to me anytime I asked for an update. Still no email from them even now.
I gave the feedback directly to them but I'll put it here too - there's no reason there wasn't an email blast to the effected servers, and there's REALLY no reason that there weren't updates at least every 6-8 hours on the status and what an ETA might have been looking like.
When I was in the dashboard attempting to restore player data, I clicked it once and waited. After about 15 minutes of it continually restarting, I reached out to customer service - whom proceeded to later mock me by saying "why do you keep clicking it?" noting that the server continually was restarting itself. Again, I reassured them that I wasn't clicking it and it was the reason I was reaching out.
More so, clearly the last restore was corrupted - this was evident as the one that they ended up doing from their end was not the first restore available (we can see it in game, enough people knew exactly which location they were at that was restored that we were able to trace it to the 18th).
But no reason to mock/accuse a customer of something they aren't doing when they are reaching out about that exact thing -- something that clearly is an odd event that even you don't have an answer for.
Hopefully this never happens again. I understand stuff happens - and honestly, I've grown up around people who program for a living. I understand things happen -- but I also know that in my history as a customer service agent, and then later a team lead and manager, that the behavior of the CS team was really problematic.
Timeline of the entire situation: November 20th at 2:30-3:30am CST - November 22 at 1pm CST