How Do I Get Support From Mentis Group?

Mentis Group provides several ways for managed IT clients to request support, allowing users to choose the method that best fits the situation.

Clients can:

• Call the Mentis Service Desk at (866) 901-7808
• Email support@mentis-group.com
• Submit a request through the Mentis client support portal
• Initiate a support request from the Mentis agent installed on a managed workstation or laptop

Clients can also visit the Mentis Group Support Center when directed by a technician to start a temporary remote support session on a device where that type of connection is needed.

If an issue is urgent, significantly affects business operations or may involve cybersecurity, call Mentis rather than relying on an electronic support request.

What Is the Best Way to Contact Mentis Group Support?

The best method depends on the issue and your preference.

For routine support needs, clients can email the Service Desk, submit a request through the client support portal or initiate a request directly from the Mentis agent installed on their managed computer.

Calling the Service Desk is generally best for urgent issues, significant business disruptions, suspected cybersecurity incidents or situations requiring immediate attention.

Regardless of how a support request is initiated, it enters the Mentis support process so the issue can be tracked and managed through resolution.

Can I Submit a Support Ticket From My Computer?

Yes.

Mentis-managed workstations and laptops have a Mentis agent installed that provides users with a convenient way to initiate a support request directly from their computer.

This can be particularly useful for routine support needs because the user can begin the support process from the device where assistance is needed.

If the issue is urgent, significantly affects your ability to work or may involve cybersecurity, calling the Mentis Service Desk at (866) 901-7808 is the preferred approach.

Can I Submit a Support Request Through the Client Portal?

Yes.

Mentis clients have access to a support portal where authorized users can initiate and manage support requests.

The portal provides another convenient option for submitting and reviewing support requests when calling the Service Desk is not necessary.

Can I Email Mentis Group for IT Support?

Yes.

Clients can email support@mentis-group.com to initiate a support request.

Email can be particularly convenient for routine or non-urgent issues and when you want to include screenshots, error messages or other useful information.

For urgent issues, significant business disruptions or suspected cybersecurity incidents, call Mentis at (866) 901-7808 instead of relying on email.

What Information Should I Include in a Support Request?

You do not need to diagnose the problem yourself. Simply describe what you are experiencing as clearly as possible.

Helpful information can include:

• Your name and company
• What you were trying to do
• What happened instead
• Any error message you received
• When the problem began
• Whether other users are experiencing the same issue
• The best way to reach you

Screenshots can also be helpful for non-urgent requests.

Providing useful context helps the Mentis Service Desk begin troubleshooting efficiently, but don't delay contacting Mentis because you don't have every detail.

What Happens After I Submit a Support Request?

Whether a request is initiated by phone, email, the client support portal or the Mentis agent on a managed computer, the issue is tracked through the Mentis support process.

Mentis evaluates requests based on factors such as urgency and business impact. An issue affecting multiple employees or significantly disrupting business operations may require different handling than a routine individual request.

The Service Desk works to resolve the issue and coordinates additional Mentis resources when necessary.

Clients are kept informed as the request progresses, particularly when additional information, scheduling or client involvement is required.

How Do I Start a Remote Support Session With Mentis?

Most managed client workstations and laptops already have Mentis management and support technology installed.

In some circumstances, however, a Mentis technician may need to provide remote assistance to a device that does not already have the appropriate Mentis agent installed or otherwise requires a temporary support connection.

When directed by a Mentis technician, visit the Mentis Group Support Center and follow the instructions provided for starting the temporary remote support session.

Once connected, the Mentis technician can assist with troubleshooting the device remotely.

For security, only initiate a temporary remote support session when you are working with Mentis or have been directed to do so by an authorized Mentis team member.

Does Mentis Group Provide Remote and Onsite IT Support?

Yes.

Mentis provides remote and onsite support as appropriate to the client's managed IT relationship and the nature of the issue.

Many support requests can be resolved remotely, allowing the Service Desk to assist users quickly regardless of where they are working.

When an issue requires physical presence or onsite assistance is otherwise appropriate, Mentis can coordinate onsite support.

Mentis has offices in Dallas, Fort Worth and Houston and supports client locations across more than 15 states.

What Should I Do If My IT Issue Is Urgent?

Call Mentis at (866) 901-7808.

Calling is preferable to email or other electronic support methods when an issue is significantly disrupting business operations or requires immediate attention.

Examples may include:

• Multiple employees unable to work
• An important business system becoming unavailable
• A significant network or connectivity problem
• A suspected cybersecurity incident
• Another issue creating substantial business impact

You do not need to determine the technical severity yourself. If the situation appears urgent or is significantly affecting the business, call Mentis and explain what is happening.

How Do I Get IT Support After Hours?

For urgent after-hours support needs, call Mentis at (866) 901-7808.

Mentis provides around-the-clock monitoring and a process for addressing urgent support needs outside normal business hours. The appropriate response depends on the nature and business impact of the issue.

Routine requests that do not require immediate attention can still be submitted electronically for follow-up through the normal support process.

Learn more about 24x7 monitoring and support from Mentis Group.

What Should I Do If I Suspect a Cybersecurity Incident?

Call Mentis immediately at (866) 901-7808.

Do not wait until you are certain something is malicious.

Examples of situations worth reporting promptly include:

• Clicking a suspicious link or opening a suspicious attachment
• Unexpected multifactor authentication prompts
• Suspicious account or email activity
• An unusual payment or wire-transfer request
• Unexpected or unusual behavior on a computer
• Concern that a password, account or sensitive information may have been exposed

Avoid taking unnecessary actions that could complicate the situation. Contact Mentis and follow the instructions provided by the support or security team.

When cybersecurity may be involved, speed matters more than certainty.

Does Mentis Support Employees Working From Home or Other Locations?

Yes.

Because much of the Mentis support model can be delivered remotely, managed users can receive assistance whether they are working from the office, from home, while traveling or from another business location.

The objective is to provide a consistent support experience regardless of where the employee is working.

When an issue requires onsite assistance, Mentis can determine the appropriate approach based on the location, issue and client's managed IT relationship.

Can Someone Who Is Not a Mentis Client Contact the Service Desk?

The Mentis Service Desk is primarily designed to support organizations with an active managed IT relationship.

Organizations interested in Mentis Group services can contact Mentis Group or schedule a consultation to discuss their technology needs.

Learn more about Fully Managed IT Services and Co-Managed IT Services.

Where Can Mentis Clients Find Support Resources?

The Mentis Group Support Center provides access to client support resources, including the ability to establish a temporary remote support connection when directed by a Mentis technician.

For active support needs, clients can call the Service Desk at (866) 901-7808, email support@mentis-group.com, use the client support portal or initiate a request from the Mentis agent installed on a managed computer.

If the issue is urgent or may involve cybersecurity, call Mentis directly.

Have a question about your own environment? Schedule a consultation with Mentis Group or call (866) 901-7808.