Over 1 HOur for an armed vechicle response

Last night (27.09.2015) I had a problem with my alarm system and had called in to speak to someone from technical, the advice that I was given was to try and sort out the system myself<br> After the initial problem with my keypad not arming we had a problem with people in our backyard we pressed our panic 3 times with no response, there was no phone call from your office to check what the problem. Only after one hour did your response team come to our house. Your response team drives past our and when they eventually get to our house the try to enter my neighbours yard....did they not see the blue signs on our fence???<br> We had to call SAPS to respond to our call. SAPS had twice before we could get any assistance for the security company that we pay a monthly service fee for.<br> Kindly advise what was the delay in response?????<br>