Non existent help or company server for expensive product.

Purchased a Scan N Cut machine and installed the plugin for Adobe Illustrator. But you can't export to the machines native file (which I've never heard of) unless you login to Brother's CanvasWorkspace server.... which has been down for ages. There is zero actual online help (that works) and it's virtually IMPOSSIBLE to find any link to a help page/contact page etc. It's as if they have done their level best to avoid helping clientele. How can a site to such an expensive product be under maintenance since the day I first tried to access it???