1. Between 24 and 72 hours. I can live with that, especially since they point out in the confirmation e-mail that urgent questions should be handled by phone.
2. They never came back to me regarding a question about Optiontown (whether they are instructed to give upgrade priority to EBP/EBG/EBS + expensive booking classes), but apart from that they have always been professional and helpful.
3. :-::-::-:+ (not responding at all to my Optiontown question cost them 1 star).