Reload OS Time

What is a reasonable expectation for how long a host should take to reload an OS?

Read on for my story if you want details behind my questions...

Due to a logical but unfortunately incorrect mistake on my part, we ordered a dedicated Windows server with a 64-bit OS. We just found out that the 64-bit OS isn't compatible with a software package and we needed to get the 32-bit OS reloaded in a hurry.

I understand that urgency on my part doesn't necessarily mean it's an urgency on their part, but I am also paying additional for the server reload. I submitted a ticket with the hosting company yesterday around 7PM to get it reloaded ASAP. As of 9AM this morning I didn't hear anything from them one way or another so I signed in to my hosting account only to find that they left a reply to my ticket asking to confirm that I really indeed want a reload with the selected reload options. I never received any type of an email notification of the reply. I was a little miffed that I didn't get any e-mail, but oh well so I confirmed that was indeed what I wanted.

At 10:30 I get an e-mail asking me to reconfirm that my server's physical specs and there is a discrepancy on the memory installed as their records were outdated and showed 1/2 what was really installed. I have to contact my account exec to get that straightened out and I finally get notified that the reload has started around 11:30AM.

I was originally told informally 3-4 hours in a support chat. Here it is 12+ hours after the reload supposedly started and I have heard nothing from them. I tried checking at 5:30PM tonight before I left work what the status was, but the lady I spoke with just repeated the message I got at 11:30AM saying things were underway and that she couldn't give me an ETA on when things would be finished.

Am I unreasonable in thinking 24 hours after I submit the ticket with an priority of "ASAP" is too long? I'll cut some slack for the miscommunication on confirming that I indeed want a reload but even then it's been 12+ hours after they said that they have started and the server when down.