Product Support

Before contacting Technical Support

A variety of resources have been made available to assist you with questions or concerns regarding Monarch Complete. Before you contact Technical Support we ask that you please:

  • Refer to the Monarch Complete documentation. You may find the answer to your question in the Learning Guide or help file.

  • Check your configuration and resources. In some cases simply restarting can solve the problem.

  • Visit the Altair Community. They will likely provide you with the answer you are looking for.

You may receive help by:

  1. You may learn more about or request help for your Altair product by:

    • Logging into the Altair Community and searching for information in our forums and user groups, knowledge base, or documentation.

    • Getting in touch with Altair Support. Fill out the form that displays when you click Contact Support in the Altair Community page. You will need to have access to the Community to do so. When requesting help via the Altair Support Customer Portal:

      • Be as specific as possible and provide all of the requested information.

      • Note: Fields preceded by asterisks are mandatory.

      • Click the Submit button to complete your request for support.

      • Our support staff will answer your question within 1-2 business days.

  2. Calling the Altair Support at the numbers provided below.  Please provide as much information as possible, including:

    • Product name and version number

    • Operating system and version number

    • Exact error messages (where applicable)

    • A description of the problem, including the steps necessary to reproduce it, and how you attempted to solve it

    • Your contact information

What to expect

We’ll answer your call in the order we receive it. Here’s what you can expect:

  • If all support specialists are engaged with other customers, you will have the option to continue holding or to leave a message.

  • The specifics of your call are logged into our call tracking system and queued for the appropriate technical support specialist.

  • We will return your call as soon as a support specialist becomes available.

  • Faxed requests are collected periodically throughout the day and then assigned to available support specialists.

To contact the Altair Support Center via e-Mail:

Write to us at: dasupport@altair.com.

To contact the Altair Support Center via Phone:

USA

Hours: Monday – Friday
8:30am – 6:00pm Eastern (EST/EDT)
Phone: +1 800 988 4739
 

UK

Hours: Monday – Friday
8:30am – 6:00pm London (GMT/BST)
Phone: +44 204 519 4195

 

 

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