We Are Here To Help

We understand that issues occur from time to time, that’s why our expert team are on hand to deal with anything you need.

Raise A Ticket

  • This field is for validation purposes and should be left unchanged.

Frequently Asked Questions

We have compiled a comprehensive list of frequently asked questions, if you can’t find the answer you are looking for, please fill out the form above.

Getting Started

Getting your account up and running in just a few easy steps.

Account & Billing

Managing your account, creating new users, and billing queries

Troubleshooting

Answers to the most common configuration issues

Getting Started

How secure is the system?

Data is encrypted at 256 bit AES making it more secure than most applications, and with two-step authentication your data is safe with us.

Does Mentor do everything?

Mentor is designed for holding everything for your Young person, HR documents, Polices and procedures, Health & Safety Check and financing . We are currently working on a Rotas system that will be available this year.

Can I use Mentor on a Windows machine?

Yes, the software is suitable for use on both Windows and Mac desktop and laptop computers.

What platform is Mentor built on?

Mentor is built on the FileMaker platform. FileMaker Inc is an Apple subsidiary and its cross-platform database software is used by 70% of Fortune 500 companies. UK users include Rolls Royce and Virgin Media. Internationally, Boeing and NASA are amongst its many users. At the heart of the system is a powerful server engine which can cope with high volumes of data processing.

What does Ofsted say about the system?

Ofsted can’t endorse any product officially however the introduction of the Inspector Dashboard makes inspecting Homes with mentor in place quick and easy, which means the feedback we have had is very positive.

Account & Billing

What is included in the subscription fee?

Mentor comes with ongoing support and free upgrades as part of the cloud-hosted package.

Our support team are solely based in the UK and are available to answer questions and solve technical problems on weekdays between 9am and 5pm (excluding public holidays)

All data is securely backed up to reduce the inconvenience or expense of hardware failure. Because the cost of hosting is included in the price, you don’t need to worry about up-front costs or ongoing hardware expense.

What is included in the set-up fee?

Full set-up and installation of your new system and online training for your staff so they understand the system before using it.

Can you migrate data from my current system?

If you want to migrate data, we will take a look at your existing system and give you a quote based on the time it will take to import into Mentor.

Who owns my data?

You (the client) own the data, we own the software. Our contract sets this out clearly.

What happens if I want to leave Mentor?

We give you one full export of your data in either CSV or excel format.

Troubleshooting