I won’t name names but I have been using a company who puts out a lot of commercials that seem to indicate their station operators will call me within seconds of the alarm going off like they were watching from a van across the street.
The only speed requirement for UL listing is that on average they call in 60 seconds or less. This allows for a lot of deviation between listed companies. While we do not guarantee a response time, our average response time to date is 12 seconds. We staff a higher ratio of operators to customers which makes quicker responses possible.
Ryan gave some more detailed information a while back in this post.
Will chime in as I’ve been a customer for a while, now - when the alarm has been set off (all my fault, so far) my phone’s ringing within 30 seconds. Any time I’ve called/emailed questions (or on this forum) support has been quite good.