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What scripts are you running on your sites? I would assume there was an exploit in one of them that was taken advantage of, rather then you being hacked. It is fairly uncommon for a host to get hacked, however rather common for scripts to be exploited. Good reason to ALWAYS keep your scripts up to date.
I would have to agree that your host should be dealing with this in a timely matter if they are offering 24/7 support, which most hosts “claim” but unfortunately it is easy to make all kinds of claims but not uphold them. It sounds like you are finding out that may be the case here.
Good luck getting things cleaned up.
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