Contact Redox

We’re here to help throughout your entire Redox journey, from onboarding and implementing connections to maintaining live integrations.

If a critical issue requires immediate assistance and is affecting a live production connection, call us at (608) 216-2540. Critical issues include any of these scenarios:

• There’s potential risk for patient safety.
• There’s a potential data breach including PHI.
• There’s a complete or severe loss of service or resources where critical work can’t reasonably continue during active user usage.

Critical issues should always be reported via phone instead of (or in addition to) submitting a request to our Help Center.

Visit our Help Center to create an account to submit a request. Check out these instructions, including expected SLA times, for submitting requests for:

• Live connections
• New implementation/connections
• My Redox dashboard or login
• My Redox contract or account (see below for more details)
• Something else (this is a general request type for any request that doesn’t fit in the other categories)

There are 3 sub-categories of this request type:

1. Tech validation
2. Redox rep out of office
3. Other questions

If your development work is finished and you’re ready to kick off your implementation project, select the technical validation request type.

This 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.

Select this request 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.

Select this request type if you have a general question about your Redox contract or account integration. We aim to resolve these types of requests within 5 business days.

You can submit tickets at any time of day. Our support team monitors tickets and responds during regular business hours from 7 AM to 7 PM CST. On non-business days, Redox responds only to critical production issues.