[cflsystems]

From personal experience and from what other clients reported to me - you usually will get one reply per day, 2 if you are very lucky.
The XC helpdesk is located in Russia and with time difference here in the States the window for both parties to be online at the same time is very narrow.

And yes in general you will get an automated response to pay for the service first. If your request requires to get a quote first you will talk to a real person but again - payment comes first before any service.