No call with Professional Monitoring

Hi, I recently started the professional monitoring (IE completed my 7-day trial window). I have since then set off my alarm accidentally twice. Both times I got the notification on my phone, and the email, but did not get a call. Should I have? Isn't that what professional monitoring is supposed to do? I was totally at fault for the two false alarms but does give me pause as to what the professional monitoring is actually doing if they don't follow up when the alarm goes off.