Alarm System Failure

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In the country I live in, just about everyone subscribes to a private security company. We pay good money out, and usually if the alarm is triggered the response is very good. We had visitors from overseas, and it was accidently triggered. We received no response from the security company. They told us our alarm is faulty, but we have had it checked and it is not. We are taking this further as the crime rate is horrendous. Do any other countries have alarms at nearly every single house, if so, is your response good.