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Please note that Redox’s business hours are 7am-7pm US Central Time. Critical / High Urgent issues should always be reported by phone in lieu of or in addition to submitting a ticket through our portal and you can read about our After Hours Support below.

HighMediumIndicates that you and Redox have diagnosed the problem and have implemented a suitable work around. However, the problem still needs to be evaluated to determine a permanent fix.

Urgency Level

Initial Response

Follow Up

Indicated Impact

CriticalL1

15 minutes

Hourly until resolution in place

  • Potential for patient safety

  • Breach Potential data breach including PHI

  • Indicates a critical condition where key Redox infrastructure (e.g. servers, network, etc.) or a mission-critical component of the application is unintentionally unavailable during active user usage. and requires an immediate solution.

  • Complete or severe loss of service or resources where critical work cannot reasonably continue during active user usage.

L2

60 minutes

Hourly until resolution in place

  • Indicates that key Redox infrastructure is operational but business is impacted. This relates to a non-functioning service which is critical to the operation of your business but for which a temporary workaround or procedural change allows you a way to retain a limited use of the application.

  • Indicates a critical condition where key Redox infrastructure (e.g. servers, network, etc.) or a mission-critical component of the application is unintentionally unavailable not during active user usage.

  • Some loss of service or resources with no acceptable workaround

L3

120 minutes during normal business hours

As updates occur

  • Indicates that key Redox infrastructure is operational but some functions have limited capability. Overall business operations are not adversely impacted.

Low

24 hours during normal business hours

As updates occur

  • Business operational but connection not working as expected

After-Hours

Outside of regular business hours (7:00am - 7:00pm CST) you'll be able to continue to submit tickets through our R^Help portal but you should always call the production support phone number (608-216-2540) if you have a production issue with a live connection that requires immediate attention. Likewise, for issues identified by the Redox team outside our regular business hours the Redox team will still publish an issue notification to our status page, and for high and critical issues we will continue to contact your support team directly. We highly recommend ensuring your own support team has appropriate after hours support and escalation plans in place.

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Please call our production support number after-hours when you have a high or critical an L1 issue involving a disruption with a live integration. Please see the “Issue Urgency Definitions” in the section below for more details on assessing the severity of an issue.

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