30 minutes to respond to alarm

I'm used to good response time from ADT and my alarm hardly goes off... but yesterday and today my alarm went of, after a long time of never going off... today it took ADT 25 minutes to respond and yesterday 30 minutes....i'm responsible by making sure you don't receive many false alarms.... I ask you to be responsible by responding within regulated 15 minutes. I pay for a service so please deliver on it... I see ADT as one of the best in the industry so please pull up your socks.