SUPPORT

Welcome to Monitor Support 
– How can we help you?

 

+60 4371 7813 
[email protected]

FAQ

What help can I get from Monitor Support?

Before you start using MONITOR, one of our consultants will visit you and go through the system. The consultant also helps you to use MONITOR in the best possible way according to your line of business. When the program is up and running, our support technicians offer you first class support. We enjoy answering your questions and helping you with your problems. We want you to feel safe using our ERP system for many years to come.

Here you can read our support agreement.

Who are working at the Support Center?

MONITOR have two support centers. The head office is located in Hudiksvall, Sweden and have over 50  Support Technicians working with supporting MONITOR customers worldwide. The second support center is in Penang, Malaysia and have around 10  Support Technicians supporting customers in the Asian region. Our two support centers is working closely to ensure the best support services possible for MONITOR users. The Asia Support Team are proficient in English, Malay and Chinese which able to provide professional support to regional customers within Asia Pacific.

The staff working here has vast experience in manufacturing industry, finance, and logistics. This way we can offer you the best possible support. Many of our support members are previous customers who have used MONITOR for several years before starting to work here. This means that we have a vast knowledge of both different industries and of the system itself.

Our Support Center is divided into three departments which are responsible for different areas.

  • Team Manufacturing and Logistics helps you with questions regarding manufacturing, stock, purchase, and sales.
  • Team Finance helps you with questions regarding finance and accounting.
  • Tech Support helps you with all technical questions.

We enjoy answering your questions and helping you with your problems. You are very welcome to contact us with your questions!

How and when can I contact the Support Center?

Our skilled support technicians offer you first class support. You are welcome to contact us Monday to Friday* from 8am to 11pm (MYT)

Useful tips:

Please remember that you can find answers to most questions in the help function in MONITOR.

  • When calling us, please have your company ID ready. This will simplify the registration considerably.
  • Specify the affected procedure. The more information and details you give, the faster we will be able to help you.
  • When sending emails to us, please attach screenshots related to your question.
  • If you have several separate questions, please send them one by one.

* Note, the Asia support center is closed following Public Holidays (see list below) but our Swedish support center have English speaking Support Technician that can assist you most of these days but be aware that this center have a different time zone and that can affect the opening hours.

Public Holiday Calendar 2019     

Date      Day        Holiday                               Replacement

1-Jan     Tue        New Year           

5-Feb     Tue        Chinese New Year           

6-Feb     Wed       Chinese New Year           

1-May   Wed       Labour Day        

5-Jun     Wed       Hari Raya Puasa

6-Jun     Thu        Hari Raya Puasa

11-Aug  Sun         Hari Raya Haji                   12-Aug (Mon)

31-Aug  Sat         National Day                      02-Sep (Mon)

9-Sep     Mon       Agon's Birthday

16-Sep   Mon       Malaysia Day     

27-Oct   Sun         Deepavali                           28-Oct (Mon)

25-Dec  Wed       Christmas           

How long is the processing time?

We aim to answer your case within 24 hours (one workday), to solve 75% of the cases within two workdays, and 95% of the cases within a workweek.

Can I schedule an appointment with one of your service technicians?

Regardless of if you are newly employed or if you have used MONITOR for a long time, a personal distance training is a good way of learning more about the functions in the system. You are very welcome to book one hour or more of customized training with one of our support technicians. We will then guide you in how to use the system in the best possible way based on your situation and business. Before the actual training session takes place, you can write down some issues that you want to learn more about and we will go over them together.

Book here.

What is the required computer and network equipment to run MONITOR?

The computer performance develops faster than the performance need increases in MONITOR. The specification of the computer equipment entered below is a recommendation based on the prerequisites and experiences we have as of autumn 2017, and remains until other is stated.

The demands on the hardware are determined by the number of users in MONITOR as well as the size of the database. Small installations can be installed on a Small Business Server or on another existing server as long as the available resources are sufficient regarding main memory and hard drive space. For large installations, we recommend that MONITOR database server in installed in a separate Windows server. This can either be physical or virtual server. The MONITOR database server shall be adapted as a traditional SQL server. This requires a substantial amount of main memory, fast redundant drives, and a fast CPU.

Please consult with your IT supplier/installer and our technique support before purchasing your equipment.


For detailed system recommendations regarding MONITOR ERP system, please click here

Support staff
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NEWSLETTER AND CHANGES

Please login to read newsletters and changelogs.

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TRAINING SESSIONS

Simplify your work by learning more about the available functions in MONITOR.

Our consultants help you to use MONITOR in the best possible way and guide you in how to improve your processes. Our support technicians perform training sessions and help you with general questions about MONITOR.

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PERSONAL SUPPORT

Our support technicians are ready to answer your questions via phone or email.

The Support Center is open Monday to Friday from 8am to 11pm (MYT).

Phone number to us from different countries:

Sweden +46 650 766 03
Malaysia +60 4 3717 813  
China: +86 400 611 5016 

Send email to:
[email protected]

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