VPS seems to be frozen (hosted on Strato)

The strange thing is that it sometimes stuck and I'm unable to connect to the machine.

They have a recovery manager to access your files and support just told me, that when the recovery manager works, it is not their problem and I should be the one fixing it.

I hate their attitude since I've never changed any boot or config on the pre-installed installation.

The machine is stuck and there is no information pushed to the logs of the reboot or anything. The system just freezes. It appears to be stuck on some early loop or disk-checking operation that doesn't work. The problem with Strato is that I can't connect to the VPS while this is going on.

Does anyone have tips or guides how to solve this?