Get support for pre-production issues

If your question relates to integration strategy with your connections, select the scope support ticket type.

Specifically, we can help by getting into the nitty gritty of how to plan your integration. That includes identifying which data models and event types (for the Redox Data Model API) or which resources and interactions or operations (for the Redox FHIR® API) would be best based on your unique workflow.

These tickets go directly to our Sales Enablement team.

If you're ready to kick off your technical onboarding process, select the technical enablement ticket type.

After submitting a ticket, you receive an email with links to pertinent technical docs and other resources that your team can review. We also include instructions to set up a Q&A call with our technical onboarding team.

If you submit the ticket before 4PM CST, you receive the confirmation email the same day. If you submit the ticket after 4PM CST, you can expect the confirmation email on the next business day.

If you have any technical questions related to configuring your product with Redox, select the Redox API ticket type.

If your development work is finished and you're ready to kick off your first project, select the technical validation ticket type.

This type of ticket prompts our technical onboarding team to complete validation testing to confirm that your system is working like it's supposed to. That includes checking that your source(s) successfully initiate and destination(s) receive requests for all your scoped messages.

If you have a general question during onboarding, select this ticket type to get in touch with someone from the onboarding team.

If you have questions about a new connection prior to kickoff, select the Pre-kickoff support ticket.

For this type of request, you may have questions like:

• “Have you worked with X EHR before?”
• “How well is my scope supported with eClinicalWorks?”
• “Are there any special considerations for working with Allscripts?”

To find answers to these types of questions, check which connections Redox already works with or explore a list of Carequality participants. If you still have questions, submit a ticket.

Please note that we prefer that you ask these types of questions early in the process. If you still need to have a support call with us, include an agenda so our team can provide available resources or research your questions beforehand.

If you already have a contract with your connection and are ready to start implementing, select the Project request ticket type. Review the implementation guide to make sure you're ready first.

We review project requests on Wednesdays and Fridays. Once we confirm your project, you'll receive an email with our assigned Integration Manager and the start window for the project. We typically staff projects two to three weeks out.

If you require custom logic for routing API requests to a global VPN, select the Port routing request ticket type.

If you finished functional/application testing and you're ready to go live, select the Go-live readiness request ticket type. You can also submit this type of ticket if your project has been on hold for any reason and you're ready to move to production.

Select this ticket type if you need help with an ongoing implementation while your assigned Implementation Manager is out of office. Someone from the Implementation team will get in touch with you.