extra billing for responding

This morning I got a shocking sms that we will be charged extra for exceeding monthly threshold of 4x responses, like what nonsence is this, we have 31 days in a month and our life are in danger every second, we contract with ADT only for them to tell us that they can only respond 4 times in a month or charge you extra.

I am enough with ADT nonsense, If they don't respond an hours late they charge you more for the poor service.

I bet most clients are not even aware that ADT only respond 4 times in a month, I guess its time we give others service providers a chance.