Technical Support

Software Support Policy

For details about the latest product versions, product development, software releases, and maintenance and support policy, contact Altair Support.

Before Contacting Technical Support

You have access to a variety of resources that can help you address any questions or concerns about Monarch Server. Before you contact Technical Support, do the following:

  • Refer to the Monarch Server documentation. You may find the answer to your question in the help file.

  • Check your configuration and resources. In some cases, a simple restart can solve the problem.

  • Check your license, especially when you exceed the number of CPU cores allowed by your license, in which case the following message appears in the login page:

“The license for Monarch Server is used improperly. Please contact your Altair sales representative for extended options.”

A notification of your license restriction also appears on top of the main page of the Monarch Server Administrator.

 

How to Receive Help

US and Canada

Phone: +1-800-988-4739

Phone: +1-978-275-8350

 

Europe, Middle East, Africa

Phone: +44 (0) 8081 892481

 

NOTE: Provide as much information as possible, including the following:

      • Product name and version number

      • Registration 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.

 

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Intellectual Property Rights Notice | Technical Support