With our Arlo package came a small tri-fold regarding Arlo and the telephone number to call for support. I needed support so called the number IN THE ARLO TRI-FOLD. I was told that Netgear had sold the support of Arlo to BIT International, LLC. During discussion regarding the requred support, the representative told me that they offered a Lifetime Service Agreement for all electronics you own. I had them email me the Agreement. I called back to the same number and spoke to Michael. I signed the agreement and scanned them a copy. Later when I called back for support they replied the same way you did to my post. Do you work for BIT International?