Pre-production support

If your question relates to integration strategy with your connections, select the scope support ticket type.

Specifically, we can help you by getting into the nitty gritty of which data models and event types (for the Redox Data Model API) or which resources and interactions or operations (for the Redox FHIR® API) would be best for you to use based on your unique workflow.

These tickets go directly to our Sales Enablement team.

If you're ready to kick off your technical onboarding process, select the technical enablement ticket type.

After submitting a ticket, you receive an email with links to pertinent technical docs and other resources that your team can review. We also include instructions to set up a Q&A call with our technical onboarding team. If you submit the ticket before 4pm CST, you receive the confirmation email the same day; if you submit the ticket after 4pm CST, you can expect the confirmation email on the next business day.

If you have any technical questions related to configuring your product with Redox, select the Redox API ticket type.

If your development work is finished and you're ready to kick off your first project, select the technical validation ticket type.

This type of request prompts our technical onboarding team to perform validation testing to confirm that your endpoint successfully initiates and receives requests for all of your scoped events.

If you have questions about a new connection prior to kickoff, select the Pre-kickoff support ticket.

For this type of request, you may have questions like:

• “Have you worked with X EHR before?”
• “How well is my scope supported with eClinicalWorks?”
• “Are there any special considerations for working with Allscripts?”

Check which connections we already work with and a list of Carequality participants to see if your question is answered there first. If not, submit a ticket.

Please note that we prefer that you ask these types of questions early in the process with your partners. If you still need support from us via a support call, please make sure to include an agenda so our team can review prior to the call. This way, we can provide you with the available resources or research your questions beforehand.

If you already have a contract with your partner healthcare organization and are ready to start implementing with us, select the Connection request ticket type. Review the pre-kickoff checklist to make sure you're ready first.

We review project requests on Wednesdays and Fridays. Once we confirm your project, you receive an email with our assigned Integration Manager and the start window for the project. We typically staff projects two to three weeks out.

If you require custom logic for routing API requests to a global VPN, select the Port routing request ticket type. This is not a common requirement; this ticket type is only for a few of our customers.

If you're doing functional testing and need support from us, select the Functional testing ticket type.

If you're doing application testing and you come across a technical issue that needs our troubleshooting, select the Application testing support ticket type.

If you completed functional/application testing and you're ready to go live, select the Go-live readiness request ticket type. 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.

If your assigned Integration Manager is out of office or if you have a general question about an ongoing implementation, select the General request ticket type to get in touch with an integration expert.