# Contact Redox We’re here to help throughout your entire Redox journey, from onboarding and implementing connections to maintaining live integrations. ## Critical issues _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 first. Then you can decide whether to also submit a **Live Redox Connection** request to our Help Center (see more details in the next section below). ## Submit a request to Redox Help Center [Visit our Help Center](https://redoxengine.zendesk.com/hc/en-us) to create an account and submit a request. Check out available ticket types, including expected SLA times:
a live Redox connection Choose this request type when you need production support (i.e., after go-live, not pre-production issues) for one of your live Redox connections. > **Before submitting a request** > > If you have an issue with a live production connection, [check the Redox status page](https://status.redoxengine.com/) before submitting a ticket in case of a known issue. > > On our status page, we publish any identified issues at the time they’re discovered (whether during or after business hours). We’ll publish updates until the issue is resolved. We also post scheduled maintenance times for you to be aware of. > > Of course, you can still submit a ticket even if a known issue is affecting your integration. But checking beforehand can inform you as you ask for help. These are three sub-categories of this request type: - **Request**: Select this request type if you want to talk to us about updating your live connection or the Redox dashboard. We aim to resolve these types of requests within 10 business days. - **Question**: Select this request type if you have a general question about your live integration or the Redox dashboard. We aim to resolve these types of requests within 5 business days. - **Problem**: Select this request type if you’re experiencing a live production issue. Use our guidelines in the table below to gauge the severity of your issue to decide whether to call as well as submit a request. - Be sure to include: - the directionality of the requests that experienced issues; - the impact of your issue; - the relevant log details, i.e., log ID, trace ID, date/time ([learn about log and trace ID](https://docs.redoxengine.com/permalink/6PstyPW2ES4e5dSALwG5Uv/#log-id-and-trace-id)); - any error messages you received; and - any additional details. - You can submit requests at any time of day. Our production support team monitors these tickets and responds during **regular business hours** from **7 AM** to **7 PM CST**. - If you submit a request on one of our **non-business days**, we review it on the following business day. The Redox Help Center lists whether it’s a non-business day so you’re aware before submitting a request. - We provide **after-hours support** on either **business** or **non-business days** for **critical** (**L1**) production issues. We recommend that your own support team has appropriate after-hours support and escalation plans to work with us on these critical issues. > **Call us for critical production issues** > > For critical production issues (i.e., L1 issues in table below), first [submit a request to our Help Center](https://redoxengine.zendesk.com/hc/en-us). Then, please call our Production Support team at (608) 216-2540. - We determine the urgency of your issue based on the following guidelines. | **Urgency level** | **Impact to you** | **Time to Redox response** | **Time to Redox follow-up** | | --- | --- | --- | --- | | L1 | (a) Affects patient safety (e.g., A patient’s health outcome is dependent on the resolution of this issue.); or (b) PHI breach (e.g., A HIPAA violation has occurred or is at risk of occurring.) | 15 minutes during normal business hours or after hours. _Note: This is the expected response time only if you have both called our Production Support team and submitted a request to Redox Help Center._ | Hourly, until a resolution is in place. | | L2 | Connection(s) down (e.g., No messages are being processed for a live subscription.) | 60 minutes during normal business hours or after hours. | Hourly, until a resolution is in place. | | L3 | Connection(s) not working as expected (e.g., There are unexpected mapping issues in a live subscription.) | 120 minutes during normal business hours. | As updates occur. |
a new/implementing Redox connection Choose this request type when you need support during a new implementation project (i.e., before go-live, _not live production connections_). These are four sub-categories of this request type: - **Port routing**: Select this request type if you require custom logic for routing API requests to a global VPN. Port routing isn’t a common requirement. This ticket type is only for a few of our customers. [Learn more about VPN authentication](/basics/data-exchange-with-redox/using-vpn-authentication-with-redox). - **Project request form**: Select this request type if you already have a contract with your connection and are ready to start implementing. [Review the implementation guide](/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 your assigned Integration Manager. - **Go live readiness**: Select this request type if you’ve finished functional/application testing and you’re ready to go live. 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. - **Implementer out of office**: Select this request type if you need help with an ongoing implementation while your assigned Implementation Manager is out of office. Someone from the Managed Services team will get in touch with you. Our pre-production support team monitors these tickets and responds during regular business hours from 7AM to 7PM CST. _We don’t provide after-hours support for pre-production issues._
my Redox dashboard or login Choose this request type when you have an issue with logging in to or using the Redox dashboard. There are three sub-categories: - **Request**: Select **Request** if you want to talk about your Redox dashboard experience. We aim to resolve these types of requests within 10 business days. - **Question**: Select **Question** if you have a general question about your login or Redox dashboard experience. We aim to resolve these types of requests within 5 business days. - **Problem**: Select **Problem** if you or users in your organization can’t log in or you’re experiencing an issue with the Redox dashboard. Please be sure to include the details of what you’re experiencing and the impact, as well as any relevant details like date/time and any error messages. > **Before submitting a request** > > If you have an issue with a live production connection, [check the Redox status page](https://status.redoxengine.com/) before submitting a ticket in case of a known issue. > > On our status page, we publish any identified issues at the time they’re discovered (whether during or after business hours). We’ll publish updates until the issue is resolved. We also post scheduled maintenance times for you to be aware of. > > Of course, you can still submit a ticket even if a known issue is affecting your integration. But checking beforehand can inform you as you ask for help.
onboarding Choose this request type when you need support during your onboarding to Redox. There are two sub-categories: - **Tech validation**: Select **Tech validation** if your development work is finished and you’re ready to kick off your implementation project. 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. > **Completing your development** > > Your code development to Redox should already be finished _before_ kicking off your first project. Of course you can modify the build once your first project starts, but we recommend that your development be as complete as possible, using our testing tools. [Check out our developer downloads](/how-to-use-redox/use-developer-test-tools). > > We recommend this because it's not always possible to predict your connection's timelines. By removing extra variables from your first project’s timeline—like your core development to Redox—we can move as quickly as your connection can once the project kicks off. - **General onboarding question**: For all other onboarding questions, select **General onboarding question**.
data privacy request Choose this request type if you want to request that we do something with your data. For example: - Confirm Redox has your data and how it's processed. - Update your contact information. - Request your data be sent to you in a readable format. - Request that your data be deleted. Our Privacy team reviews these requests and responds within 30 days. In the event of extenuating circumstances, the SLA may extend to 90 days. However, we will notify you if this happens.
something else Choose this ticket type when you have a request that doesn’t fit into the other categories.
## Redox availability for non-critical issues 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. | **2026 non-business date** | **Description** | | --- | --- | | January 1 | New Year’s Day | | January 19 | Martin Luther King Jr. Day | | February 16 | Presidents’ Day | | March 13 | Redox R^R day | | April 10 | Redox R^R day | | May 25 | Memorial Day | | June 19 | Juneteenth day | | July 3 | Independence Day observed | | August 14 | Redox R^R day | | September 7 | Labor Day | | October 12 | Indigenous Peoples’ Day | | November 11 | Veterans’ Day | | November 26 | Thanksgiving Day | | November 27 | Friday after Thanksgiving | | December 24 | Christmas Eve | | December 25 | Christmas Day | | December 31 | New Year’s Eve | ## Talk to a Redoxer Interested in Redox but still not sure? Get in touch with any questions! [Contact us](https://redoxengine.com/forms/contact-us/) ## Get Redox Support For implementation or live production issues, submit a request to Redox Help Center. [Contact us](https://redoxengine.zendesk.com/hc/en-us) ## Extra resources ### Product Changelog Keep up with new features and updates to Redox products. [Learn more](https://www.redoxengine.com/blog/category/redox/changelog/) ### Redox system status Check the status of Redox systems or view our schedule for monthly maintenance. [Learn more](https://status.redoxengine.com/) ## Articles in this section We’re here to help! Learn about the Redox Help Center, including ticket types, SLAs, and Redox hours. - [Create a Redox Help Center account](/contact-redox/create-a-redox-help-center-account)