Late response to alarm trigger

I would like to bring the following incident to the attention of senior management at Fidelity ADT as well as the control room superiors of our most recent alarm activation which occurred today the 5th of January 2024. We received a call at 4.31am from the control room regarding an alarm activation at our Paarden Eiland premises, as usual an armed response officer should be dispatched to inspect the premises in case of a possible break in. Oue staff arrived at work around 7.50am and shortly thereafter were met by an ADT response officer enquiring about the alarm that had been triggered at 4.31am, a delay of 3 hours 20 minutes to respond to an alarm trigger.

Please bring this to the relevant departments attention and have somebody revert back to me A.S.A.P with regards to this.