SupportEmail lets you open Service Requests (SRs) to request technical assistance, submit defect reports, or query the status of any of your service requests using any e-mail application. This service is available to customers who receive support from our offices in North America and Europe.
Registering for SupportEmail
You must be registered for SupportNet in order to use SupportEmail. If you already have a SupportNet login ID and password, you are ready to use SupportEmail. If you are not registered for SupportNet, request a login ID and password.
Using SupportEmail
For complete instructions for using SupportEmail, send a blank e-mail message (i.e. nothing in the body of the e-mail) to support_net@mentor.com
You'll receive a response in a short time with a help file detailing everything you need to know about the SupportEmail services. Topics covered in the help file include an introduction, how to submit a call log, and how to check the status of service requests.
To submit a call log using SupportEmail, cut and paste the following template into the body of the e-mail:
Phone number:
Product:
Product version:
Platform type:
O/S type/version:
Priority:
Short description:
Long description:
Fill out the template (the product and short description fields are required fields) and send the e-mail to: support_net@mentor.com Your Service Request will be entered directly into our Service Request tracking database and within about 5 minutes you will receive a confirmation e-mail with your SR number and a copy of your submission. The next available Corporate Application Engineer will contact you.
Using an Alternate E-mail Address
If you are sending an SR e-mail from a system that uses an e-mail address that is NOT your registered SupportNet e-mail address, you must override that address by using the "From:" option. Add this to the top of your e-mail and enter the e-mail address you used to register for SupportNet. For example, "From: my_email@company.com". Please note, SupportEmail cannot read HTML-formatted e-mail addresses. Please use plain text formatting if your request includes the "From:" field.