Bad response time

I missed a call from Adt security at 10:12 this morning. As per our instructions to them if they cannot reach me they should then contact my wife. They didn't! I arrived home just before 11:30. The response vehicle only arrived at 11:33. That is over an hour and 15 min after my alarm was activated. This is not the first time this has happened. Am I not reasonable to expect a better response time?