Contacting Redox Support

We provide support to our partners 24 hours a day, 7 days a week. There are several ways to contact the Redox team, but the method of communication will vary depending on the time and urgency of the issue. Please call us about all time-sensitive issues.

Your Redox implementation and technical leads are your partners throughout your integration implementation. You can always reach out to them with any questions or concerns that you have. In addition, we’ve established several ways for you access the broader Redox team to ensure that your question or issue is addressed promptly and by the appropriate expert.

Contact Methods

During regular business hours (7:00am – 7:00pm CST), please use one of these methods of communication, listed in order of urgency of the issue.

Low and Medium Issues:

  • Submit a request here or email support@redoxengine.com

High and Critical Issues:

  • Submit a request here or email support@redoxengine.com 
  • Call (608) 216-2540 to page the Redox technical team

If Redox identifies an issue impacting you, the Redox team will publish periodic updates (per the criticality of issue as outlined below), and for high and critical issues, also contact your support team directly.

After-Hours

Outside of regular business hours (7:00am – 7:00pm CST), we offer all of the same communication methods. You should use the support phone number (608-216-2540) to page the Redox technical team if you have an issue that requires immediate attention. Likewise, for issues identified by the Redox team outside our regular business hours the Redox team will publish an issue notification, and for high and critical issues, contact your support team directly. Ensure you have appropriate after hours support and escalation plans in place.

Types of After-Hours Issues

It is your decision to determine if an issue is urgent enough that it cannot wait to be communicated until regular business hours. Please use our after-hours support process when you feel the issue severity warrants it. Typically, these issues involve a disruption with a Production integration. Please see the “Issue Urgency Definitions” in the section below for more details on assessing the severity of an issue.

Issue Urgency Definitions

  • Critical:
    • Potential for patient safety
    • Breach including PHI
    • Indicates a critical condition where key Redox infrastructure (e.g. servers, network, etc.) or a mission-critical component of the application is unintentionally unavailable during active user usage. and requires an immediate solution.
  • High:
    • Indicates that key Redox infrastructure is operational but business is impacted. This relates to a non-functioning service which is critical to the operation of your business but for which a temporary workaround or procedural change allows you a way to retain a limited use of the application.
    • Indicates a critical condition where key Redox infrastructure (e.g. servers, network, etc.) or a mission-critical component of the application is unintentionally unavailable not during active user usage.
  • Medium:
    • Indicates that key Redox infrastructure is operational but some functions have limited capability. Overall business operations are not adversely impacted.
  • Low:
    • Indicates that you and Redox have diagnosed the problem and have implemented a suitable work around. However, the problem still needs to be evaluated to determine a permanent fix.

Response and Follow-up Schedule

  • Critical: initial response within 15 minutes, ongoing updates hourly until resolution in place. Note that all critical issues should be escalated via the Redox Support phone number (608-216-2540). 
  • High: initial response within 60 minutes, ongoing updates at least hourly until resolution in place
  • Medium: initial response within 120 minutes during normal business hours, daily updates until resolved
  • Low: initial response within 24 hours during normal business hours, daily updates until resolved

Incident Management Process

In the event of a high or critical issue, the Redox technical team may initiate the incident management process based on the scale and the severity of the problem.

Initial Communication

  • From Redox to Application:
    • Email application support email address
      • For extended Critical and High priority issues: Publish conference call number in addition to email.
  • From Redox to Health System:
    • Email health system support email address
      • For after-hours: Call/page on-call support number
      • For extended Critical and High priority issues: Publish conference call number
  • From Application to Redox
    • Email support@redoxengine.com with key information (see Key Items with each Issue Escalation below)
    • Call (608) 216-2540 to page the Redox technical team. For critical issues, always call to page the Redox technical team.
    • Redox to respond with email updates per schedule (see Response and Follow-up Schedule above)
  • From Health System to Redox
    • Email support@redoxengine.com with key information (see Key Items with each Issue Escalation below)
    • Call (608) 216-2540 to page the Redox technical team. For critical issues, always call to page the Redox technical team.
    • Redox to respond with email updates per schedule (see Response and Follow-up Schedule above)

Key Items with each Issue Escalation

  • Description of Issue
  • Impacted Sources and Destinations
  • Impacted VPN connections
  • Require downtime procedures?
  • Update on potential fixes
  • Immediate next steps required/suggested

Planned Downtime Notification

If your organization is planning a downtime, please email the following details to support@redoxengine.com at least one business day prior to the downtime:

  • Organization(s) impacted by the downtime
  • Date and Time the downtime will begin
  • Anticipated date and time the downtime will end
  • Please note which subscriptions should be paused for the downtime
  • Contact information for all impacted organizations during the downtime

The on-call engineer will be available to pause the appropriate subscriptions for the duration of the downtime, resuming activity once your organization has confirmed the downtime is complete.