Ok firstly I never received the abuse email your support or you is talking about. There should have been a ticket for the issue so that things would have been more clear and transparent. Also before you null route an ip don't you send any notifications that its been done so that I know why my server is down. I have nothing personal against you but please see I never knew why my server was down.
Now coming to your 15 mins reply.
I created the ticket for the server being down at 10:29 am , received a reply at 10:46 am stating "I'm forwarding this to senior admin. Kindly standby for updates. ". At 12:36 pm I replied asking for any updates on the issue but got no answers waiting for another 5 hrs I again asked for an update 5:15 pm . Finally got a reply at 8:39 pm saying that I have not acted on an email which I never received.
I am still not able to access my websites so that I can take care of the issues