Not going to comment other than to say they did know they needed dedicated and we'd been telling them the same for weeks. Unfortunately, the spike of traffic around the katy french issue brought a shared sql server to it's knees (and trust me it's not a lightweight) and we had no choice but to invoke our AUP to protect the other customers.
I agree with you too Louie, but in this case we didn't terminate, we suspended database access as they were killing the server - the option was still there even at that point to move to a more appropriate solution.
There had been problems with the site for weeks and it had gradually been getting slower and slower. It was only a week or two ago that Kirstie asked us to catalogue the problems in a post. I’d say she showed all the complaints to the server company and the tossers just decided to pull the plug. Thankfully Beaut is back and even better than before!
I completely agree with H365 suspending the SQL access, it is the only thing you can do in a case like that. Well until you can investigate the issue. With any server (unless dedicated) if a process is bringing any element of the server to its knees, kill the process to save the rest of the accounts. If your site was crippled because of another sites, you would be straight on the phone screaming for a solution.
It is a classic case of people wanting the highest spec for the least possible money. At least now it is on a Blacknight server.