Anyone else have to wait over five minutes for an alarm to be reported

My alarm was just tripped by a family member who was meant to be there mind you but.  I was unable to deactivate the alarm because on all my devices and the web it appears I never had an alarm by SimpliSafe. The real issue I have is that it took the alarm monitoring company over five minutes to call me and inform me of a 'break in'  If this was a home invasion or even a fire this is far too long to wait for a service we all pay 25 dollars a month more.  If this was Wyze I could sort of understand. I was told they were busy which is why it took longer. So had it been a fire or home invasion they were busy.Don't worry.