Fidelity not quite "always there"?

You sent me an email today ( Loadshedding:The effect on your alarm system and service) and in same you state under What to Do: •Arrange to have your battery tested and consider installing additional battery packs to protect against extended power outages. I emailed you (<***>) back in June and twice since, on exactly this topic and for the reasons that you state> I was (and still am) looking for ways to ensure that my system remains active during loadshedding but, more importantly, during extensive periods of power outage due to cable theft and infrastructure failure which occures frequently in my area. I never received a reply. I will re-send my original enquiry to the Always There ema later on but meantime, perhaps you'll find it in your maiboxes/query management system and address? Thank you PS: you stated "install additional battery packs" but, don't you think that you should hacve also provided some guidance as to how to go about this?