The Customer Support Team - A MedQdoc day

By Hilda Palm

Customer Support Manager

ISO13485:2016
Certified

21 CFR Part 11
Compliant

This article gives an overview of how MedQdoc work with Customer support, from one of our team member
– Hilda Palm, Customer Support Manager

Customer Support in MedQdoc – how we help you

When you contact Customer Support in MedQdoc, you can expect clear communication, structured case handling, and timely follow-up. Our goal is to ensure that your questions are answered and your issues are handled efficiently.

How customer support works in MedQdoc

Most support cases start with an email to our support mailbox. Your request may be a simple question that can be resolved quickly, or a more complex issue that requires investigation or collaboration with internal teams.

Every incoming request is carefully reviewed to understand your needs and determine the best way forward.

What happens after you submit a support case

All support cases are reviewed, documented, and followed up continuously within our internal processes.

To make the handling of your case transparent, each support request is categorized into one of the following statuses:

Customer Support – Quick response to your questions and resolved directly.
Correction – Requires attention and collaboration with the development team.
Non-conformity – Investigated to identify the root cause of the issue.
Improvement – Evaluated, added to the backlog, and prioritized in our weekly product meetings.

All received support cases are followed up during our regular product meetings. Documentation and communication are essential parts of our support process, both to confirm that an issue has been resolved and to ensure that you receive clear feedback on your case.

From your feedback to product improvements

Your feedback plays an important role in how MedQdoc evolves. When an improvement suggestion is approved, the Customer Support team works closely with the development team to evaluate, refine, and implement the solution.

Once the improvement is finalized and ready for release, it is validated before being delivered to you. We communicate updates through notifications and release notes.

“Support has been consistently excellent. Issues are resolved quickly, and user feedback is always welcomed.”

Medical Device Company, CTO

Working closely with our customers

Customer Support acts as a link between you and our internal teams. Through regular contact, we gain a clear understanding of how MedQdoc is used in practice and how we can continue to improve both the product and our services.

A human support team you can rely on

Based in Bohuslän on Sweden’s west coast, our team works in a calm environment that supports focus and quality. Short outdoor breaks by the sea offer a refreshing contrast to the daily work—helping us stay attentive and responsive to your needs.

Built on Quality & Regulatory Expertise

MedQdoc was founded by professionals with deep experience in Quality and Regulatory Affairs. We know the daily challenges of maintaining compliance and managing complex documentation — that’s why we built a smarter QMS. MedQdoc combines modern digital workflows with real-world regulatory insight to help you stay compliant, efficient, and audit-ready.

Discover MedQdoc

Every support case is an opportunity to learn, improve, and create a better experience for our customers.

Hilda Palm, Customer Support Manager

FAQ – Common Questions About AI tools

How can I contact MedQdoc Customer Support?

MedQdoc Support is available at support@medqdoc.com.

How quickly can I expect a response to my support request?

We aim to respond as quickly as possible. Support requests are usually answered shortly, and always within 24 hours on business days.

What type of issues can customer support help me with?

MedQdoc Customer Support can assist you with questions about using the platform, technical issues, and account-related inquiries. We also welcome feedback and improvement suggestions and work closely with our development team to continuously improve MedQdoc. For guides, FAQs, and step-by-step instructions, please visit our Help Center.

How do you prioritize urgent support cases?

Urgent support cases are prioritized based on how serious the issue is and how many users are affected. Problems that impact system availability or critical functionality are handled first and escalated immediately.

Can I always submit suggestions for improvement?

Yes, absolutely. We always welcome suggestions for improvement from our customers. All suggestions are handled in accordance with our established procedures for customer feedback, recorded by us, and discussed in dialogue with the development team.

Are there technical limitations in MedQdoc?

Yes. MedQdoc uses external plugins such as OnlyOffice and Draw.io, and their functionality may in some cases limit what is technically possible within the system. We continuously monitor and evaluate these tools to ensure stability, security, and compliance with applicable requirements.

How do you communicate changes and updates?

We communicate updates through short summaries known as Release Notes. A more detailed list of changes is available in the MedQdoc portal, and a complete change log can be provided upon request.