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.
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!
Our skilled support technicians offer you first class support. You are welcome to contact us Monday to Friday* from 8am to 11pm (MYT)
- Call us on +604 371 7813
- Send an email to [email protected]
- Follow and comment on your cases via the support portal
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
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.
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.
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.
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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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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