Security FAQ
How is the security of my data ensured?
All of your organisation's data is stored in our secure data centre. All access to the service is performed using the secure SSL (secure sockets layer) protocol. This is the same type of security that banks and credit card companies use to protect your online bank accounts. All Mentor users are issued with a unique user name and password to access the service.
How is each organisation's data kept separate?
Each organisation is given a unique 6 digit organisation code. Every piece of data in the system is tagged with this code to ensure the data is kept separate.
When users sign in to Mentor, this 6 digit code is required.
Can I control access to different parts of the service?
Yes. Each user can be assigned one or more roles. Each role's access rights can be easily modified.
What happens if a member of staff forgets their password?
Passwords can be reset by our technical support representatives, or by an administrative user in your organisation.
Can I keep track of what changes have been made to the data?
Yes. All changes in the system are automatically logged, including when something was changed and who made the change. This information is accessible through your administration screens.
Can users be locked out of the service?
Yes, very easily. If you want to suspend a user's access to the service, it can be done simply and quickly from your administration screens.
Can I control which external users have access?
Absolutely. Any external partners who you register in the system, for example, your local GPs, will, by default, not be given access to Mentor. You control who does and doesn’t become a user.
Sign-up and Pricing FAQ
Is there a trial period so that I can test the software before committing myself?
Absolutely. There are a couple of ways for you to try out the Mentor service. You can take a look at the demonstration service or you can sign up for a two-week, no commitment, no limits trial here. If you decide to stick with the service after that time (and we're confident you will), simply let us know and we'll unlock your account.
Do I pay a fee for each bed or for each patient?
You only pay for each patient that is currently being serviced by Mentor. This is calculated by looking at the maximum number of patients there were during the previous calendar month.
If I have more than one location in my organisation, do I pay more?
No. You will simply be charged according to the number of patients that you have.
How long is the service contract for?
Service contracts are for 12 months at a time. We’re confident that you’ll stay with us for much longer.
How much do I have to pay up-front?
You will pay for the first six months when you sign up. After that point you will only pay for one month at a time, in advance.
What is included in the price?
There are no hidden extras. The price you see is the price you will pay. All software updates are automatically applied to your account – you will not be charged maintenance fees to upgrade. Technical support representatives can be accessed via email, or by using our 0845 support line, charged at local rates.
What training is necessary to use the service?
If you have ever accessed the Internet before then you will find Mentor incredibly simple to use. 2 days of training are included with the first 6 months service charge, in order to train your key staff. Any additional training days will be charged at £250 a day.
What happens if I cancel? Can I take my data with me?
Yes, all of your data belongs to you. If you cancel your service subscription, you will be given your data in a form which suits you, either on paper or in an electronic format. In addition, all of your data will be removed from our servers to ensure confidentiality.
What are the system requirements? Will I have to download any software?
In order to use Mentor, you will need a broadband Internet connection (minimum speed 512kbps) and any reasonably modern PC or Mac. We recommended running Windows XP Service Pack 2 (SP2) and a virus scanner for reasons of security. The only software necessary to use the Mentor service is the Firefox Internet browser. We recommend switching from Internet Explorer to Firefox. It’s modern, compatible with current web standards, secure, quicker, and most importantly, it’s free. Firefox can be downloaded from here.