Like all operators they backup their servers. This is something that I have had to do in my day job and it isn't a trivial operation to get back a small subset of files from a backup routine designed to deal with site wide disasters. You may still loose data as they may not be able to "roll forward" the database from the time of the backup. You can try raising a support ticket.
When it comes to the crunch I am afraid that the responsibility for taking site specific backups to recover from your own mistakes is your own responsibility. When I was responsible for managing business databases we made our own backups quite independently of the server backups.