They say they'll respond in 24 hours, they had the audacity to reply a week later saying "we try to respond within 24 hours, sorry" - do they know what Canadian winters are like? If you cannot support your customers with critical issues, hire more people are give realistic windows. Once again my ecobee is not starting my furnace and they just give the same troubleshooting over and over that does not work. Buy a different smart thermostat with better reliability and response times. Awful.