SUPPORT

Global support

Based in Switzerland, MC-monitoring is a global company supported by a strong international network of qualified partners. All our partners are experts in the field of Condition Monitoring and can provide professional local services and support.

Online support request

For all requests related to our products, the Product Claim Process (PCP) is the dedicated and centralized platform for submitting inquiries. It ensures that our Field Service Engineering team can manage and process each case efficiently and transparently.

Please use the PCP for:

• Product malfunctions or suspected malfunctions
• RMA (Return Material Authorization) requests
• Technical support or troubleshooting related to our products
• General product-related service requests or feedback

Using this single communication channel ensures that every request is properly tracked, assigned to the appropriate expert, and handled as quickly as possible. Our objective is to provide a structured, fast, and reliable support experience for all product-related matters. We also provide remote support with teamviewer.

Report a Product Security Vulnerability

Use this section to report a suspected Product Cyber Security Vulnerability affecting our product, firmware, software, update mechanism, manager application, or product-related third-party component.

Submit the report through the Product Claim Process using the button below.

In the form, please include the tag CYBER in the Summary field. Reports tagged this way are prioritized and routed to our security review team.

Please provide as much of the following information as available:

• Affected product, product family, version, firmware, software, hardware variant, or serial number
• Vulnerability description and impact
• Reproduction steps, proof of concept, logs, screenshots, or other supporting evidence
• Your contact information and any requested coordinated disclosure timeline

Please do not include passwords, credentials, exploit code, or other highly sensitive information in the initial report. We will contact you to arrange a secure exchange if additional technical information is required.

Reports may be submitted even if not all information is available. The more complete the report is, the faster our team can assess the affected product, reproduce the issue, determine severity, and prepare appropriate remediation, mitigation, or customer guidance.

What to expect after you report

We aim to acknowledge receipt of your report within 5 business days. Once acknowledged, our team will work to assess the severity and impact of the reported issue, keep you informed of progress, and coordinate with you on an appropriate disclosure timeline before any public communication.

Good faith reporting

We support good-faith security research conducted in accordance with this process. We will not pursue legal action against researchers who report a vulnerability responsibly, avoid privacy violations or service disruption, and allow us reasonable time to investigate and remediate before any public disclosure.