We're here to help whether you're a prospective, new, or long-time customer. Check out this section to learn how to create a Redox Help Desk account and when to submit a pre-production or production support ticket.
We're here to help throughout your entire Redox journey, all the way from prospective, onboarding, and implementing connections to maintaining live integrations.
If you have a critical issue affecting a live production integration that requires immediate assistance, please call us at (608) 216-2540. Critical issues include any of these scenarios:
- There's potential risk for patient safety.
- There's a potential data breach including PHI.
- There's a complete or severe loss of service or resources where critical work can't reasonably continue during active user usage.
Critical issues should always be reported via phone instead of, or in addition to, submitting a ticket through the Help Desk.
You can visit our Help Desk to create an account or submit a pre-production or production support ticket.
Learn how to fill out a pre-production support ticket and review expected SLA time for any of these ticket types:
- Connecting to Redox
- Questions about implementation
- Connecting with the cloud (Redox Nova™)
Or, learn about criteria for a production support ticket and review expected SLA time for any of these ticket types:
- Problem with a live integration
- General questions
- Requests for live integrations
You can submit tickets at any time of day. Our support team monitors tickets and responds during regular business hours from 7AM to 7PM CST. On non-business days, Redox responds only to critical production issues.
2024 non-business date | Description |
---|---|
January 1 | New Year’s Eve observed |
January 2 | New Year’s Day observed |
January 15 | Martin Luther King Jr. Day |
February 19 | Presidents' Day |
March 8 | Redox R^R day |
April 12 | Redox R^R day |
May 27 | Memorial Day |
June 19 | Juneteenth day |
July 4 | Independence Day |
July 30 | Redox Values day |
August 9 | Redox R^R day |
September 2 | Labor Day |
October 14 | Indigenous Peoples' Day |
November 5 | Federal Election Day |
November 11 | Veterans' Day observed |
November 28 | Thanksgiving Day |
November 29 | Friday after Thanksgiving |
December 24 | Christmas Eve |
December 25 | Christmas Day |
December 30 | New Year's holiday |
December 31 | New Year's holiday |
Talk to a Redoxer
For prospective (but soon-to-be) customers, contact us with general questions or requests for more information.
Get Redox Support
For onboarding, implementation, or live production issues, submit a ticket via the Redox Help Desk.
Extra resources
Redox Product Changelog
Stay in-the-know by reviewing any changes to Redox products in our Changelog.
Redox system status
Check the status of Redox systems or view our schedule for monthly maintenance.
Articles in this section
3 Articles