We guarantee same day service if you call us before noon! We will install the product to highest standards and you will be then brought through product tutorial so you are comfortable with product. Have you reviewed this troubleshooting guide from the manufacture? If you are unsure as to which type of survey you require. Great customer service! very trustworthy people!! This varies from provider to provider so what we class as an emergency is not always one classed in the eyes of the provider.