You can submit a live connection or Redox dashboard or login request if you have any issues or questions about one of your live production connections. These request types are for questions you have after going live.
Keep in mind that these tickets aren’t for ongoing implementations. Learn how to get support for new/implementing connections.
There are 3 sub-categories of this request type:
- Problem
- Question
- Request
Select this request type if you’re experiencing a live production issue.
Please 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);
- 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.
We provide after-hours support for critical 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.
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. |
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.
For critical issues, we provide after-hours support during non-business days. Call the Production Support team at (608) 216-2540.
2025 non-business date | Description |
|---|---|
January 1 | New Year’s Day |
January 20 | Martin Luther King Jr. Day |
February 17 | Presidents’ Day |
March 7 | Redox R^R day |
April 11 | Redox R^R day |
May 26 | Memorial Day |
June 19 | Juneteenth day |
July 4 | Independence Day |
August 8 | Redox R^R day |
September 1 | Labor Day |
October 13 | Indigenous Peoples’ Day |
November 11 | Veterans’ Day observed |
November 27 | Thanksgiving Day |
November 28 | Friday after Thanksgiving |
December 24 | Christmas Eve |
December 25 | Christmas Day |
December 31 | New Year’s Eve |
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.
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.