I think what they mean by soft reboot is they restarted the web service, and not rebooting the server. Basically the web guy re started the service and the server cage guy actually powered down the server (but he powered down the wrong one) whoever the support tech is obviously didnt label the servers which is his fault, his whole oh its 3 down from the top is a classic bs web dev answer.
The best is when the guy adds the guys mailbox to his account to delete his sent messages