Many ADT systems link to a 3rd party local armed response rather than just calling the police. Typically they're on an action plan, or on emergency contacts. There should be a "best practice" that's provided by Ring Alarm Monitoring for these local security companies, so that customers coming from traditional alarm systems are 100% assured Ring monitoring is working. Your customer service reps and Ring dispatch confuse your "guard" services, and keep referring to an action plan. there should also be a test drill to insure everything is working properly.