How to Raise a Support Request

Purpose of This Article

This article helps practice managers and staff understand how to reach the support team, what information to include, and what to expect in response. Clear, well-structured support requests get resolved faster.

Main Content

Your Support Contacts

QuantumLoopAI provides support through two main routes:

Your account manager Your account manager is the fastest route for anything urgent. They know your practice, your setup, and your history. Contact them directly by email or phone for time-sensitive issues, particularly anything affecting patient access.

Support email For non-urgent queries, configuration questions, and general requests: support@quantumloopai.com

Product feedback To suggest a new feature or share feedback on the platform: product@quantumloopai.com

When to Contact Your Account Manager Directly

Contact your account manager directly — rather than the support email — for:

• EMMA has stopped answering calls and patients cannot reach the surgery
• A clinical safety concern about how a call was handled
• An urgent configuration change needed before the next working day
• Any situation where waiting for an email response is not acceptable

Your account manager's contact details were shared during onboarding. If you cannot locate them, email support@quantumloopai.com and the team will connect you.

When to Use the Support Email

Use support@quantumloopai.com for:

• Dashboard login issues
• Missing patient submissions
• SOFIA or NINA queries
• Configuration change requests
• Billing or account queries
• General questions not covered in this knowledge base
• Reporting a non-urgent bug or unexpected behaviour

What to Include in Your Support Request

The more relevant detail you provide upfront, the faster your request can be resolved. Include the following where applicable:

For all requests:

• Your surgery name and ODS code
• Your name and role
• A clear description of the issue or request

For technical issues:

• The date and approximate time the issue occurred or started
• Whether this is a one-off or recurring issue
• Which product is affected (EMMA, NINA, SOFIA, MARIA, or the dashboard)
• What you have already tried
• Whether the issue is affecting all users or just some

For call-related issues:

• The approximate time of the call
• The patient's first name and approximate age (do not include NHS number in email)
• What EMMA did or did not do
• What you expected to happen

For dashboard issues:

• Your username (registered email address)
• A description of what you see on screen
• The browser you are using

What Happens After You Contact Support

For urgent issues contacted via your account manager: Your account manager will respond as quickly as possible and escalate internally where needed. For issues affecting patient access, the aim is to resolve or provide a clear update within the same working day.

For support email requests: The support team will acknowledge your request and begin investigating. Response times vary depending on the nature and complexity of the issue. Your account manager will be kept informed of anything significant.

For all requests, you will be kept updated until the issue is resolved or the request is complete.

Your Post-Go-Live Support Schedule

As part of your ongoing service, the following support structure is in place:

• Month 1: Weekly check-in calls with your account manager to monitor performance and address any issues
• Months 2 and 3: Monthly check-in calls
• Ongoing: Ad hoc support is available at any time via email or your account manager

You do not need to wait for a scheduled call to raise an issue. Contact the support team or your account manager at any point.

See: Your Post-Go-Live Support Schedule (article 4.7) for full details.

Sharing Product Feedback

QuantumLoopAI actively uses practice feedback to shape the platform roadmap. If you have a suggestion, a feature request, or feedback on how something works:

• Email product@quantumloopai.com
• Raise it with your account manager
• Join the monthly practice advisory call — ask your account manager to add you

Step-by-Step Instructions

To raise a non-urgent support request by email:

1. Open a new email to support@quantumloopai.com
2. Use a clear subject line that describes the issue — for example: "EMMA not submitting to Accurx inbox — [Surgery Name]"
3. Include your surgery name, ODS code, your name and role, and a description of the issue
4. Add the relevant additional detail from the list above depending on the type of issue
5. Send the email
6. Keep a note of the time you sent it in case you need to follow up

To escalate an urgent issue:

1. Contact your account manager directly by phone or email
2. If you cannot reach your account manager, email support@quantumloopai.com with URGENT in the subject line
3. Describe the issue clearly and state the impact on your practice and patients

Troubleshooting

I do not know who my account manager is. Your account manager's details were included in the onboarding communications from QuantumLoopAI. Check your inbox for emails from the customer success team. If you cannot find them, email support@quantumloopai.com and ask to be connected to your account manager.

I sent a support email but have not received a response. Check your spam or junk folder for a reply. If you have not received any response after one working day for a non-urgent matter, follow up by resending your email or contacting your account manager.

I need to report a clinical safety concern. Contact your account manager directly and immediately. Do not use the standard support email for clinical safety concerns — these require direct and urgent attention.

I want to request a change to EMMA's configuration. Email support@quantumloopai.com with the details of the change you need. See also: How to Request Changes to Your EMMA Configuration (article 2.15).

FAQs

How quickly will my support request be resolved? Resolution time depends on the nature and complexity of the issue. Urgent issues affecting patient access are treated as the highest priority. Your account manager or the support team will keep you informed throughout.

What if I disagree with how my support request was handled? Raise your concern with your account manager. If the issue remains unresolved, ask to be escalated to a senior member of the customer success team.

Can reception staff raise support requests, or does it need to be the practice manager? Any authorised portal user can raise a support request. There is no restriction on who can contact support. However, for account-level changes or clinical safety concerns, the practice manager or GP partner should be involved.