Being charged technical service for confirming a working alarm

My wife pressed the panic button by accident, no call to ask if we okay. I phone the office an hour later; they inform me that they did not receive a panic call. I press the button twice while on the phone with them they informed me they are getting them as default alarm not as panics. Guess what now I am informed that the default alarm is different from a panic alarm, really the signal is send. Point is that the signal is going was received by them, the lady then says we need to send a technician to come checks the system. The technician arrives and tests the system and confirms that all signals are received, but the panics are coming in as default alarms and not as a panic. Now here is where it becomes interesting who should pay for them to fix something that is working, they changes panic from sending default alarm signals, it’s not like the system did not work the system did what it had to do.

Then further they break the indicator on the beams to show that the beams are on and expect me to wait around days for a technician to come out. This service is not bad, its not very bad, it’s the worst. This is over and above the time when they arrive 17 minutes after the fact on average, for a response call, damn this is useless!!!!!!!!!!!