Expert Services and Support in Data Analytics

Altair Knowledge Works Maintenance Plan Benefits

Customer Support Portal

Altair Knowledge Works Maintenance Plan customers benefit from free, unlimited access to the Altair Customer Support Portal. The portal is the most efficient way to to get answers to common questions, access to product downloads, and the latest in product news and support topics. You can also submit and track support tickets.

Product Updates

Maintenance Plan customers are automatically provided access to the latest product releases via the Customer Support Portal. This includes major software releases and service releases for updates and fixes. Updates to Knowledge Works products are available for download at no additional charge

Software Support

Altair will support the current major version of a product release, and one major version behind the current product version (N -1). Support includes:
  • Response to questions about using product features
  • Operational questions
  • Guidance on installing new updates, service updates, and patch fixes
  • Altair strongly suggests that Altair Knowledge Works Professional Services manage upgrades and patches
  • Investigation into operational failures and/or issues

Contact Us

The Altair Knowledge Works support team is staffed by solutions experts located in support centers across the globe. Our support engineers are familiar with common challenges with deploying Altair Knowledge Works products, and can help you quickly diagnose and resolve any product-related issues you may be having. To best serve you, please ensure that you have the following information readily available before contacting Altair Support.
  • Product name and version number
  • Exact error messages (where applicable)
  • Your contact information
  • Operating system and version number
  • Description of the problem, including the steps necessary to reproduce the problem

Hours and Phone Numbers

Monday - Friday, 9 am - 5 pm Local Time

United States | +1 800.988.4739
Canada | +1 978.275.8350
Europe, Middle East, Africa | +44 (0) 8081 892481

We’ll answer your call in the order received. 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.

Your Customer Success Manager

Schedule a free 15-30 minute session with your customer success manager to help jump start your journey, schedule time to provide feedback , or address any other non-technical questions or concerns about your account, your solutions or product renewals.

Our dedicated Customer Success Onboarding Team guides you through installation, support set up, customer resources, a walk through of Monarch and more in a free 60 minute session.

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