We provide after-hours support for critical production issues. We recommend that your own support team has appropriate after-hours support and escalation plans in place to work with us on these critical issues.
Call us for critical production issues
Critical issues should always be reported via phone in lieu of, or in addition to, submitting a ticket through our portal. If you have a critical issue affecting a live production integration that requires immediate assistance, please call us at (608) 216-2540.
We determine the urgency of your issue based on the following guidelines, but you can also gauge the severity of your issue to decide whether you should call in addition to submitting a ticket.
If you believe you have an L1 issue, please call us at 608-216-2540 and submit a ticket to the Help Desk.
Urgency level | Impact to you | Time to Redox response | Time to Redox follow-up |
|---|
L1 | (a) There's potential for patient safety; (b) There's a potential data breach including PHI; or (c) There's a complete or severe loss of service or resources where critical work can't reasonably continue during active user usage. | 15 minutes during normal business hours or after hours. Note: This is the expected response time only if you have both called production support and submitted a ticket to the Help Desk. | Hourly, until a resolution is in place. |
L2 | Your integration has some loss of service or resources with no acceptable workaround. | 60 minutes during normal business hours or after hours. | Hourly, until a resolution is in place. |
L3 | Your integration is business operational, but isn't working as expected. | 120 minutes during normal business hours. | As updates occur. |
If you submit a ticket on one of our non-business days, we review it on the following business day.
For critical issues, we provide after-hours support during on-business days. Call the production support team at (608) 216-2540.
The Redox Help Desk lists whether it's a non-business day so you're aware prior to submitting a ticket. For your reference, here's a list of our 2023 non-business days:
January 2 (New Year’s Day observed)
January 16 (Martin Luther King Jr. Day)
February 20 (Presidents' Day)
March 10 (Redox R^R day)
April 14 (Redox R^R day)
May 29 (Memorial Day)
June 19 (Juneteenth day)
July 4 (Independence Day)
August 11 (Redox R^R day)
September 4 (Labor Day)
October 9 (Indigenous Peoples' Day)
November 10 (Veterans' Day observed)
November 23 (Thanksgiving Day)
November 24 (Friday after Thanksgiving)
December 25 (Christmas Day)
December 26 (After Christmas Day)
