You can submit production support tickets if you have any issues or questions about one of your live production integrations. These ticket types are for questions you may have after going live.
Keep in mind that these tickets aren't for ongoing implementations. Learn how to get help with pre-production support.
There are three categories of production support tickets:
- Problem
- Question
- Request
If you're experiencing a live production issue, select the problem ticket type.
Please be sure to include:
- the directionality of the requests that experienced issues;
- the impact of your issue;
- the relevant log details (e.g., log ID, date/time);
- any error messages you received; and
- any additional details.
You can submit tickets at any time of day. Our production support team monitors these tickets and responds during regular business hours from 7AM to 7PM 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) 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. The Redox Help Desk lists whether it's a non-business day so you're aware before submitting a ticket.
For critical issues, we provide after-hours support during non-business days. Call the production support team at (608) 216-2540.
2023 non-business date | Description |
|---|---|
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 |
If you have a general question about your live integration, select the question ticket type.
We aim to resolve these types of tickets within 5 business days.
If you want to talk to us about updating your live integration, select the request ticket type.
We aim to resolve these types of tickets within 10 business days.