1. About the response time. We prefer to spend time first of all to investigate the problem, fix it ASAP and verify. That is our top priority. Of course, if additional information is needed from the user(s) then we request it immediately.
2. About your current e-mail problem. Please submit a detailed information on how exactly you are trying to send/receive e-mails (mail client/webmail, SMTP/POP3 host etc.) to the HelpDesk ticket and we will be glad to look into it for you ASAP.
Also we will try to contact you via IM now in hope to speedup the resolution process.
Thanks for your post.