What's "the db"? It sounds like something of small to medium scale if you can just restart it like that.

In any case, why not just relocate some vendor engineers on site for a bit? Or, better, why does the vendor not have a small presence in the corner?

Sounds like whatever "the db" is it's probably some (objectively) small but very scary thing that's currently on fire and people are trying to figure out how to put it out without crashing the plane and also making too many waves internally, which is probably even harder. So asking about making vendor noises is (as useful as it may be) probably going down the wrong path - in much the same way this is probably not related to the outages (it may well be, but from the outside it's all coincidence anyway).