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Support and Ongoing Account Management

What post-go-live support looks like, how to raise issues, how check-in calls are scheduled, and how your surgery will be kept informed of updates to EMMA.

Purpose of This Article

This article explains what support is available after EMMA goes live, how scheduled check-in calls work, how to raise issues or request changes, and how your surgery will be kept informed of updates and new releases.

Post Go-Live Support Schedule

After go-live, a structured support schedule is in place to help your team settle in and address any issues early.

Month 1 Weekly check-in calls are scheduled to monitor performance, gather feedback, and address any questions or adjustments needed. These calls are a dedicated opportunity to raise anything that needs attention during the early weeks.

Months 2 and 3 Check-in calls move to a monthly schedule. These continue to cover performance, feedback, and any configuration changes your surgery needs.

Ongoing After the initial three months, ongoing support remains available. Ad hoc calls can be arranged at any time by contacting your QuantumLoopAi account manager or the support team. There is no limit on how often you can reach out.

How to Raise an Issue or Request a Change

You can contact the QuantumLoopAi support team at any time between scheduled calls. There is no requirement to wait for your next scheduled check-in.

To raise an issue or request a change, contact the team via:

For urgent matters, a direct escalation contact is available. If you are unsure who your escalation contact is, contact the support team and they will connect you with the right person.

When raising an issue, it helps to include as much detail as possible, such as the date and time of the call, the phone number involved, and a description of what happened. This allows the team to investigate quickly.

What Can Be Changed After Go-Live

Most configuration changes can be made after go-live by contacting the QuantumLoopAi team. Common requests include:

  • Updating EMMA's operating hours
  • Adjusting call routing or department pathways
  • Adding or updating referral pathways and signposting
  • Changing the transfer sensitivity setting
  • Updating the custom GP intro message
  • Adding or removing dashboard users
  • Updating VIP patient list preferences
  • Adjusting the medical capacity cap configuration

Contact the support team with your request and we will confirm the timeline for the change.

How You Will Be Informed of Updates

Your surgery will receive email notifications whenever a new version of EMMA is released or a significant update is made. These notifications explain what has changed and whether any action is required from your side.

Most updates are applied automatically with no action required and no downtime. Release notes are also available to help your team understand what has changed and what to expect.

If you have questions about a specific release or update, contact the QuantumLoopAi support team.

Troubleshooting

We have not received our weekly check-in call invitation. Contact the QuantumLoopAi team at customer.success@quantumloopai.com and we will arrange a call promptly.

We have an urgent issue and cannot wait for the next scheduled call. Contact the support team immediately via support@quantumloopai.com or through your customer portal. For critical issues, your direct escalation contact can also be reached directly.

We have not received email notifications about EMMA updates. Check that the correct email address is registered with QuantumLoopAi. Contact the support team to confirm your notification preferences and ensure the right contacts are receiving updates.

We need to make a configuration change but are not sure who to contact. Contact support@quantumloopai.com or customer.success@quantumloopai.com with details of the change you need. The team will confirm who will handle it and the expected timeline.

FAQs

Can we request an ad hoc call outside of the scheduled check-in schedule? Yes. Ad hoc calls can be arranged at any time. Contact your account manager or the support team to book a time.

What if we are not satisfied with EMMA's performance after go-live? Raise this with the QuantumLoopAi team as soon as possible. Performance issues are taken seriously and the team will investigate, make adjustments, and follow up to confirm the issue has been resolved.

How quickly does the support team respond to issues? The team aims to respond promptly to all support requests. For urgent matters, use your direct escalation contact to ensure the fastest response.

Who is our main point of contact after go-live? Your customer success manager is your main point of contact. Their details will be provided at go-live. You can also reach the general support team at any time via the email addresses above.

Will we be notified before any changes are made to EMMA's configuration? Yes. Any changes to your surgery's configuration will be communicated in advance. QuantumLoopAi will not make changes to your setup without your knowledge.

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