Our Futurehosting Linux VPS hit by Ransomware

Hi Folks,

Our Linux VPS server hosted with Futurehosting managed VPS hosting has been hit by a ransomware attack. Surprisingly the Future hosting server support is suggesting that their backups are also affected and they can only "TRY" to restore the data from an old backup. If not, they are suggesting me to contact the ransomware team and pay up the money they are asking for as only they can restore the data.

Although we have signed up for all their backup services, they don't even have a current working backup. Is this the kind of support we can expect from any hosting company in these situations? I mean does ransomware attacks mean we cannot restore our site even using old backups? Can any server experts suggest what can be done in these situations to restore the site?

Thnx