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1. I agree... It seems silly, but I think that's more a general way support ticketing system work. If there's an option for them, I definitely think they should explore it.
2. Priority would be useful -- but only in the case of people actually use it properly. Think of how many people will put minor things as "super high priority"? I think if they take this approach, there should be a list of possible issues (eg: my server is down!) that mask values.
3. I think this will be problematic. It's not a good idea to start throwing responsibility of one department at another one. And I think a lot of people might think differently about restoring based on whether they have to pay that $20 fee or not, so just doing it and saying "we'll evaluate whether you need to pay for the back-up and tell you later" isn't going to be liked by a lot of people.
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