I really feel for you, it really seems that you've landed with the worst provider in Europe.
You've seemingly got the most incapable provider in all of Europe. In any situation that impacts customers, if I "misunderstood" and took your services down, I would be fired. Perhaps because of the higher stakes, but their track record is pathetic.
In the past two months they've:
Failed to provide hardware on time
Failed to file necessary paperwork for hardware to clear customs
Failed to install the proper software/operating systems
Failed to schedule a proper downtime and took your services down a day early.
I'm sure you're re-evaluating your business with them, but it's such a bad look for APB when the European provider is so wildly incompetent.