Production support

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.

Get support in the Help Desk
Get support in the Help Desk

Keep in mind, though, that these requests shouldn't be for ongoing implementations. Learn how to get help with pre-production support.

There are three categories of production support tickets:

  1. Problem
  2. Question
  3. Request
Categories of production support tickets
Categories of production support tickets

Before submitting a ticket

If you experience a production issue, you may want to check out our Redox status page before submitting a production support ticket to see if a known issue may be affecting your integration.

On our status page, we publish any issues we identify at the time it's discovered (whether during or after business hours), and we publish updates until it's resolved. We also post scheduled maintenance times for you to be aware.

You can still submit a production support ticket if a known issue is affecting your live integration, but it can help inform you as you ask for help.

Problem

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.

Critical issues

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.

Non-business days

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.

If it's a non-business day, it is listed in the Redox Help Desk so you are aware prior to submitting a ticket. Here's a comprehensive list of all of our 2022 non-business days for your reference:

  • January 1 (New Year’s Day)
  • January 17 (Martin Luther King Jr. Day)
  • February 21 (Presidents' Day)
  • March 11 (Redox R^R day)
  • April 8 (Redox R^R day)
  • May 30 (Memorial Day)
  • June 20 (Juneteenth observation day)
  • July 4 (Independence Day)
  • August 12 (Redox R^R day)
  • September 5 (Labor Day)
  • October 10 (Indigenous Peoples Day)
  • November 11 (Veterans' Day)
  • November 24 (Thanksgiving Day)
  • November 25 (Black Friday)
  • December 23 (Christmas Eve observation day)
  • December 26 (Christmas Day observation day)
  • December 30 (New Year’s Eve observation day)
  • Federal election days

Question

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.

Request

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.