Your Post-Go-Live Support Schedule
After your surgery goes live with EMMA, QuantumLoopAI provides a structured programme of check-in calls and ongoing support. This article explains what to expect, when, and how to get help between scheduled calls.
Purpose of This Article
Many practices are unsure what happens after go-live and whether they are on their own. This article sets clear expectations about the structured support QuantumLoopAI provides and reassures teams that help is always available.
Main Content
Overview
Going live with EMMA is not the end of the process — it is the beginning of an ongoing relationship. QuantumLoopAI provides structured check-in support in the weeks and months after go-live, alongside ad hoc support at any time.
The post-go-live support schedule is designed to help your practice embed EMMA successfully, address any issues early, and optimise performance over time.
Month 1 — Weekly Check-In Calls
During your first month live, QuantumLoopAI schedules a weekly check-in call with your account manager.
These calls typically cover:
- How EMMA is performing at your surgery
- Any issues or unexpected call handling your team has noticed
- Feedback from reception and admin staff
- Performance data and call volumes
- Any configuration changes or adjustments needed
- Questions from your team
The first call is usually within a few days of go-live as part of the first-week check-in. Calls are booked in advance and a link is sent to allow you to choose a time that works for your practice.
If you cannot attend a scheduled call, you can share feedback by email and your account manager will respond accordingly.
Months 2 and 3 — Monthly Check-In Calls
After the first month, check-in calls move to monthly. These calls follow the same format as the weekly calls and give your practice a regular touchpoint to review performance, share feedback, and raise any matters that need attention.
Beyond Month 3 — Ad Hoc Support
After the initial three-month supported period, scheduled check-in calls move to ad hoc. This means calls are arranged when needed rather than on a fixed schedule.
Ad hoc support remains available at any time throughout your contract. You do not need to wait for a scheduled call to raise an issue or request a change. Contact your account manager directly or email support@quantumloopai.com whenever you need help.
What Happens Between Calls
You do not need to wait for a check-in call to raise an issue or request a change. Between scheduled calls, your practice can:
- Email support@quantumloopai.com for non-urgent queries
- Contact your account manager directly for anything urgent
- Submit configuration change requests at any time
- Review call recordings and performance data in the dashboard independently
QuantumLoopAI also monitors EMMA's performance proactively. If the team identifies an issue at your practice — for example, a higher-than-expected transfer rate or a submission error pattern — your account manager will contact you without waiting for a scheduled call.
Platform Updates and Release Notes
Throughout your contract, QuantumLoopAI releases regular updates to EMMA, SOFIA, and NINA. Your practice receives email notifications about new releases so you are always kept informed of changes and improvements.
Release notes are also published in this portal under the What's New section. See: Release Notes: April to May 2026 (article 5.1) for the most recent updates.
Step-by-Step Instructions
No steps are required from your practice to access the support schedule. Your account manager will initiate the first check-in shortly after go-live and send booking links for subsequent calls.
If you want to arrange an additional call outside of the schedule, contact your account manager directly or email support@quantumloopai.com.
Troubleshooting
We have not received a booking link for our weekly check-in. Contact your account manager directly. If you cannot reach them, email support@quantumloopai.com and ask to arrange your first post-go-live check-in.
We would like more frequent calls than the schedule provides. Your account manager can arrange additional calls at any time. Contact them directly to discuss what works best for your practice.
We want to raise an urgent issue but our next check-in call is not for several days. Do not wait for the scheduled call. Contact your account manager directly or email support@quantumloopai.com immediately. Urgent issues affecting patient access are always treated as a priority. See: How to Raise a Support Request (article 4.6).
We have moved past the three-month period and are not sure how to arrange a call. Contact your account manager directly and ask to schedule a call. Ad hoc support calls are available throughout your contract with no restriction.
FAQs
Do we have to attend the check-in calls? The calls are there to support your practice and are strongly recommended, particularly during the first month. If you cannot attend, you can share feedback by email and your account manager will follow up in writing.
Can we request a call outside of the scheduled programme? Yes. You can arrange a call with your account manager at any time, regardless of where you are in the support schedule.
What if our account manager changes? If your account manager changes at any point, QuantumLoopAI will introduce you to your new contact before the handover takes place. Your new account manager will be fully briefed on your practice's setup and history.
Are the check-in calls recorded? Your account manager will confirm this at the start of the call. A follow-up email summarising the key discussion points and any agreed actions is sent after each call.
Will QuantumLoopAI contact us proactively if they notice an issue? Yes. QuantumLoopAI monitors EMMA's performance across all practices. If your account manager identifies an issue or a pattern that needs attention, they will contact you without waiting for a scheduled call.