Your note is with Tanya now
Your request has landed on the desk that runs the band map, which in a three-person company means it landed with the person who will answer it. Tanya reads every request herself, places it by band and town, and replies with what your symptoms sound like from here and when a truck can be at your door. Most requests get that answer the same business day they arrive.
If the house cannot wait for an email, a system down in inland heat, a wall heater dead on a cold night, call Call for same-day help and say so in the first sentence. Heat trouble and cold trouble jump the queue in this county, whatever the day's run looks like.
While you wait, one useful thing: note what the system is doing now, and whether it changed suddenly or faded over weeks. That single distinction does more to shorten a diagnosis than any other sentence you can hand a technician.