Yes. The racetrack includes dates for all FUTs.
FUTs are scheduled as per the racetrack schedule. The first FUT is D + 75 (July 15th for April 1 start schools)
Details can be found here
The standard SLA is 24 hours for all issues. Those requiring escalation for delivery and tech support should be resolved within 72 hours.
First, ensure that it has been properly documented via the form at help.xseededucation.com OR an email to firstname.lastname@example.org. (If that hasn't happened, there is no reliable way to track resolution) All issues which have been resolved will be documented via email, including the response to the customer.
XCC is the central point of contact for all issues. Contact@xseedeucation.com is the way to reach them -- and if necessary they will escalate to relevant team(s).