I apologize for not reading your post all the way through
I see that your friend host the server through his own company, and he would not be able to see that ticket unless he has staff but then again i doubt they could handle something like this with the limited access to the server boxes they have.
If I was you i would buy a temporary 1 GB server from MCProHosting, QualityNode, etc. And tell them when you purchase you would like your files transfered over via FTP. They will do everything for you with those two hosting companies at least, I cant speak for others because I havent tried them out yet
I hope it all gets resolved!
-HiddenAether
PS. If you do decide to host with one of the other companies i provided above be sure to leave me as the referrer!
PPS. Your server isnt actually "restarting" it is saying that your mutlicraft panel cannot connect to the server box, so it doesnt know if the server is online, offline, or still even there!