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Lauren Seife
Amwell Employee
Lauren SeifeCommunity Manager
 Root Cause Analysis
May 2025 RCARCA

Refer to the May 2025 RCAs listed below for detailed information. Converge Unable to Complete IntakeOn May 1, 2025, a deployment related to the Dynamic Questionnaire on the Converge platform caused intake functionality issues for some users, which were resolved by May 2, 2025, through a configuration rollback and allowlist update. Follow-up actions will include re-releasing the Dynamic Questionnaire configuration, improving partner setup documentation, and enhancing post-deployment testing capabilities. For more information, refer to the full RCA here.  Converge Deployment ImpactOn May 6, 2025, an incorrect configuration in the AMG Provider Application (APA) service deployment caused 403 errors for a subset of Converge tenants, which was swiftly resolved by rolling back the service at 09:02 ET. Subsequent actions include enhancing post-deployment testing and improving consistency across environments to prevent future issues.  For more information, refer to the full RCA here.  Converge 

170
Lauren Seife
Amwell Employee
Lauren Seife
Amwell Employee
Lauren SeifeCommunity Manager
 General
Your Amwell Digital Experience GuideDigital Experience

Everything you need to stay connected, informed, and supported - right at your fingertips. Explore the tools below to get the most out of your Amwell experience.  1. Customer Support Portal: How-To Guide Learn how to create and manage support cases with ease. This step-by-step guide walks you through using the Support Portal to ensure faster resolutions and better tracking. 👉 How to Use the Amwell Customer Support Portal  2. Community Registration: Join the Conversation Not registered yet? Let’s fix that! Discover how to access the Amwell Community where you can explore release notes, ask questions, and connect with fellow users. 👉 Have You Registered Yet? Your Community Awaits  3. StatusHub: Stay Ahead of Service Disruptions Subscribe to real-time updates on Amwell platform performance. View active incidents and maintenance notices to stay informed. 👉 StatusHub – Access Amwell’s Centralized Dashboard  4. Third-Party Partner Status Pages Track outages and downtime across Amwell’s br

120
Lauren Seife
Amwell Employee
Lauren Seife
Amwell Employee
Lauren SeifeCommunity Manager
 General
Have You Registered Yet? Your Community AwaitsDigital Experience

You’re Officially Invited… but now you need to RSVP!Make sure to register and login to the Amwell Customer Community to unlock all that we offer! What’s inside?Product Release Notes:  Stay informed with access to the latest Product Updates. Support: Submit and monitor Support Cases with our Customer Support.  Grow with us: Sign-up for events and other trainings, designed to help you maximize the value of the Amwell platform.  Engagement Hub: Access the marketing solutions designed specifically for you.  Join Our Groups: Ask questions, get information, and share best practices and ideas to foster collaboration. Converge SilverCloud Automated Care Home Hospital Devices How to Sign UpIt’s easy and takes less than a minute! (Seriously. 60 seconds. Maybe 45 if you’re fast.)Click “Log in or Register” in the upper right corner  Select “Create an Account”, fill in your details, and click “Register” Check your inbox for an activation email, then click “Verify account”Accept the “Terms of

100
Lauren Seife
Amwell Employee
Lauren Seife
Amwell Employee
Lauren SeifeCommunity Manager
 General
How to use the Amwell Customer Support PortalDigital Experience

The Amwell Customer Support Portal is your direct line to technical assistance when something isn’t working as expected. Whether you're having trouble during a visit, experiencing audio/video issues, or need help with a device, the portal is the fastest and most efficient way to get support.  Use the portal to: Submit support cases with the required details to help our team investigate  Upload screenshots or documents related to the issue  Track your case status in real time using the Case Tracker  Communicate directly with Support for updates and resolutions Using the structured intake form ensures your request is routed to the right team with the right context - eliminating back-and-forth and speeding up resolution. To avoid delays, please do not submit technical issues via email or report them to your Account Team. Use the portal for full case tracking and faster resolution.  Create a case if: You’re experiencing technical issues (e.g., login errors, visit disruptions, video/audio p

50
Lauren Seife
Amwell Employee
Lauren Seife
Amwell Employee
Lauren SeifeCommunity Manager
 General
Amwell Third-Party Partner Pages: Track Outages & Downtime for Everything in the Amwell NetworkDigital Experience

For real-time updates on outages and interruptions, please refer to our partner page statuses.Health Gorilla: Network Status Mode: Network Status Stripe: Network Status Twilio: Network StatusClaims and Real-time Eligibility Availity: Network Status  Change Healthcare: Network Statuse-Prescribing:Dr. First: Network Status (Converge On-Demand)By staying informed through our partner status pages, we can work together to ensure a smoother experience for everyone involved. 

672
Lauren Seife
Amwell Employee

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