You can submit a pre-production support ticket if you're in the process of scoping, onboarding, or implementing. These ticket types are for questions you may have before going live or for letting us know when you're ready for the next step in your Redox journey.
Keep in mind, though, that these requests shouldn't be for live production integrations. Learn how to get help with production support.
There are three categories of pre-production support:
- Connecting to Redox
- Questions about implementation
- Connecting with the cloud (Redox Nova™)
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.
When you click the Connecting to Redox option, a list of subcategories appears. You can select any of these subcategories depending on the nature of your request.
- Scope support
- Technical enablement
- Redox API question
- Technical validation
- General request
When you click the Questions about implementation option, a list of subcategories appears. You can select any of these subcategories depending on the nature of your question. Our Integration Managers review and respond to all of the tickets from this category.
- Pre-kickoff support
- Project request
- Port routing request
- Go-live readiness request
- Implementation manager OOO help
The third major category under Pre-production support is for Nova customers. You can select this ticket type when you need help before go-live with Nova.