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Contacting Redox Support

We provide production support to our partners 24 hours a day, 7 days a week.

For critical production issues please always call the Redox production support team at (608) 216-2540.

Contact Method

During regular business hours (7:00am – 7:00pm CST) the Redox production support team provides support through our R^Help portal.

If Redox identifies an issue impacting you, the Redox team will publish periodic updates to our status page. For high and critical issues we will also contact your support team directly.

Note: if you have not previously submitted a ticket through this portal that you’ll need to create an account. We will be able to auto-link this account to your organization on our end.

After-Hours

Outside of regular business hours (7:00am – 7:00pm CST) you’ll be able to continue to submit tickets through our R^Help portal but you should always call the production support phone number (608-216-2540) if you have a production issue with a live connection that requires immediate attention. Likewise, for issues identified by the Redox team outside our regular business hours the Redox team will still publish an issue notification to our status page, and for high and critical issues we will continue to contact your support team directly. We highly recommend ensuring your own support team has appropriate after hours support and escalation plans in place.

Types of After-Hours Issues

Please call our production support number after-hours when you have a high or critical issue involving a disruption with a live integration. Please see the “Issue Urgency Definitions” in the section below for more details on assessing the severity of an issue.

Note: Redox does not offer after-hours onboarding and implementation support. You can request support from those teams during business hours through our R^Help portal under Pre-Production Support.

Redox Non-Business Days

The following is a list of our non-business days where after-hours support will be provided. If you should require critical assistance on these days, please reach out using our on-call phone number at (608) 216-2540.

  • New Year’s Day
  • Martin Luther King Jr. Day
  • April 9th, 2021
  • Memorial Day
  • Independence Day
  • June 11th, 2021
  • August 13th, 2021
  • Labor Day
  • October 8th, 2021
  • Thanksgiving Day
  • Friday after Thanksgiving
  • Christmas Eve
  • Christmas Day
  • New Year’s Eve
  • Federal Election Days

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 an urgent condition where key Redox infrastructure (e.g. servers, network, etc.) or an important component of the application is unavailable, but 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
    • Submit a Production Support ticket through the R^Help portal with key information (see Key Items with each Issue Escalation below)
      • For critical issues, always call (608) 216-2540 to speak to the Redox support team immediately.
    • Redox to respond with updates per schedule (see Response and Follow-up Schedule above)
  • From Health System to Redox
    • Submit a Production Support ticket through the R^Help portal with key information (see Key Items with each Issue Escalation below)
      • For critical issues, always call (608) 216-2540 to speak to the Redox support team immediately.
    • Redox to respond with 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

Redox Planned Downtimes

Redox conducts regularly scheduled maintenance events on the third Saturday of every month between the hours of 02:30 am CT and 04:30 am CT.

You can expect to receive a reminder email* one week prior to the scheduled maintenance date as well as a completion email on the Monday following the maintenance window. The completion email will contain the date of our next regularly scheduled maintenance window so that you can prepare accordingly.

 Our Status Page provides real-time updates during both planned and unplanned events. We encourage you to please visit and subscribe to receive those email updates.

*If your organization has identified for us a specific “downtime contact” the correspondence will be sent there.

Are you planning your own downtime?

If your organization is planning a downtime, please submit a Production Support request ticket through our R^Help portal at least one business day prior to the downtime with the following information:

  • 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.