Get production support for live connection issues

Last updated: Jun 2, 2025
SUPPORT
IMPLEMENTATION
HEALTH TECH VENDOR
HCO
DEVELOPER

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:

  1. Problem
  2. Question
  3. Request

Problem

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

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.

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.