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TLDR (for full transparency); Latitude technicians inadvertently performed a rebuild on the wrong machine. Latitude admitted fault and is working on giving us some sort of compensation while we work to restore service for our clients. Not much we can do, but it was human error. We're working on getting everything back up and running. Not much we could've done and overall an unfortunate situation. We really want to switch with Latitude as we've had various issues with them over the past few months, but it's almost impossible to find other suitable providers in Brazil that could match the rates we were getting with them. We normally take backups from our side, but our Sao Paulo location in particular does not have them as we do not have backup servers close to Sao Paulo, and backup servers have to be close to the physical locations of nodes otherwise it could result in major performance losses or corrupted backups.
Never use them for anything (semi) important
So can you confirm that data is completly gone as in email you have wrote that you will give one month of SLA credits if data recovery not possible ?