Production Support

When to contact Redox Production Support

Our production support team is here to assist you with any issues, questions, or requests related to live, production connections. If you have questions or need support in connecting to the Redox API or you need help with an active implementation, please reference Connecting to Redox and Connecting to Health Systems.

How to contact Redox Production Support

Redox provides production support for our customers through our R^Help portal under Production Support. For critical issues affecting a live, production connection that require immediate assistance, please call us at (608) 216-2540.

Submitting a Production Support Ticket

In the R^Help portal under Production Support, you’ll first need to select the type of ticket you’d like to open regarding your production connection—Problem, Question, or Request.

 

As you fill out the ticket please include the following:

  • The directionality of the messages related to your ticket

  • The impact of your issue (for Problem tickets)

  • Relevant Log Entry IDs, dates/times, etc.

  • For message failures, please include the error message

  • Any additional details that you can share!

Once you submit the ticket you can click the Share button on the righthand side of the ticket under your name and add additional people from your team and / or your connection’s team who can help investigate.

Problem Ticket Urgency Definitions and Response Times

Please note that Redox’s business hours are 7am-7pm US Central Time. 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.

Urgency Level

Initial Response

Follow Up

Indicated Impact

Urgency Level

Initial Response

Follow Up

Indicated Impact

L1

15 minutes

Hourly until resolution in place

  • Potential for patient safety

  • Potential data breach including PHI

  • 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

  • Some loss of service or resources with no acceptable workaround

L3

120 minutes during normal business hours

As updates occur

  • Business operational but connection not working as expected

 

Question & Request Tickets

As you have questions about live production connections or requests to make updates to live production connections, you can use the Question and Request ticket types as needed. Our support team aims to answer and resolve Question tickets within 5 business days and aims to fulfill and close Request tickets within 10 business days.

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.

Types of After-Hours Issues

Please call our production support number after-hours when you have 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.

Note: Redox does not offer after-hours onboarding and implementation support. You can request support from those teams during business hours through our R^Help portal under Pre-Production Support.

Redox Non-Business Days

The following is a list of our non-business days where after-hours support will be provided. If you should require critical assistance on these days, please reach out using our on-call phone number at (608) 216-2540.

  • 2021

    • December 23rd, 2021

    • Christmas Eve

    • Christmas Day

    • December 30th, 2021

    • New Year's Eve

  • 2022

    • New Year’s Day

    • Martin Luther King Jr. Day

    • Presidents' Day

    • March 11th, 2022

    • April 8th, 2022

    • Memorial Day

    • June 20th, 2022

    • Independence Day

    • August 12th, 2021

    • Labor Day

    • Indigenous Peoples Day

    • Veterans' Day

    • Thanksgiving Day

    • November 25th, 2022

    • December 23rd, 2022

    • Christmas Eve

    • Christmas Day

    • December 26th, 2022

    • December 30th, 2022

    • New Year’s Eve

    • Federal Election Days

Resources

Error Management

How do we get messages from Redox?

Field Mapping