I use to work for alarm monitoring company in electronic security industry. Started as aprentice installer and finished as lead programmer and tech manager. It takes me years to understand the nature of the business and why people spend money on security but doesnt really receive service but still think that they are protected. Until something really happen with them.
It looks like the same idea as insurance business plus some funsy-shmansy electronic gadgets.
Now after 15 years in IT I found something similar here. Some customers paying for support and even receive some until something really happen. In my past work for one large enterprise we use to subscribed to Dell Red Hat Australia. I had never speak to real engineer all 3 years except one day when my manager took a high pressure on them. They connected me to one good man from states and he helped. The most of the other cases was on level of “please reboot your computer”. Lets see if the cloud will solve this scam. All you need is to migrate to cloud properly to avoid vendor lock. If something goes wrong you just switch service provider. Good luck.

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