Contact Redox

Choose this request type when you need production support (i.e., after go-live, not pre-production issues) for one of your live Redox connections.

These are three sub-categories of this request type:

• Request: Select this request type if you want to talk to us about updating your live connection or the Redox dashboard. We aim to resolve these types of requests within 10 business days.
• Question: Select this request type if you have a general question about your live integration or the Redox dashboard. We aim to resolve these types of requests within 5 business days.
• Problem: Select this request type if you’re experiencing a live production issue. Use our guidelines in the table below to gauge the severity of your issue to decide whether to call as well as submit a request.
  • Be sure to include:
    • the directionality of the requests that experienced issues;
    • the impact of your issue;
    • the relevant log details, i.e., log ID, trace ID, date/time (learn about log and trace ID);
    • any error messages you received; and
    • any additional details.
  • You can submit requests at any time of day. Our production support team monitors these tickets and responds during regular business hours from 7 AM to 7 PM CST.
  • If you submit a request on one of our non-business days, we review it on the following business day. The Redox Help Center lists whether it’s a non-business day so you’re aware before submitting a request.
  • We provide after-hours support on either business or non-business days for critical (L1) 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.

    Call us for critical production issues

    For critical production issues (i.e., L1 issues in table below), first submit a request to our Help Center. Then, please call our Production Support team at (608) 216-2540.

  • We determine the urgency of your issue based on the following guidelines.

Choose this request type when you need support during a new implementation project (i.e., before go-live, not live production connections). These are four sub-categories of this request type:

• Port routing: Select this request type if you require custom logic for routing API requests to a global VPN. Port routing isn’t a common requirement. This ticket type is only for a few of our customers. Learn more about VPN authentication.
• Project request form: Select this request type if you already have a contract with your connection and are ready to start implementing. Review the implementation guide to make sure you’re ready first. We review project requests on Wednesdays and Fridays. Once we confirm your project, you’ll receive an email with your assigned Integration Manager.
• Go live readiness: Select this request type if you’ve finished functional/application testing and you’re ready to go live. You can also submit this type of ticket if your project has been on hold for any reason and you’re ready to move to production.
• Implementer out of office: Select this request type if you need help with an ongoing implementation while your assigned Implementation Manager is out of office. Someone from the Managed Services team will get in touch with you.

Our pre-production support team monitors these tickets and responds during regular business hours from 7AM to 7PM CST. We don’t provide after-hours support for pre-production issues.

Choose this request type when you have an issue with logging in to or using the Redox dashboard. There are three sub-categories:

• Request: Select Request if you want to talk about your Redox dashboard experience. We aim to resolve these types of requests within 10 business days.
• Question: Select Question if you have a general question about your login or Redox dashboard experience. We aim to resolve these types of requests within 5 business days.
• Problem: Select Problem if you or users in your organization can’t log in or you’re experiencing an issue with the Redox dashboard. Please be sure to include the details of what you’re experiencing and the impact, as well as any relevant details like date/time and any error messages.

Choose this request type when you need support during your onboarding to Redox. There are two sub-categories:

• Tech validation: Select Tech validation if your development work is finished and you’re ready to kick off your implementation project. This prompts our technical onboarding team to complete validation testing to confirm that your system is working like it’s supposed to. That includes checking that your source(s) successfully initiate and destination(s) receive requests for all your scoped messages.

  Completing your development

  Your code development to Redox should already be finished before kicking off your first project. Of course you can modify the build once your first project starts, but we recommend that your development be as complete as possible, using our testing tools. Check out our developer downloads.

  We recommend this because it's not always possible to predict your connection's timelines. By removing extra variables from your first project’s timeline—like your core development to Redox—we can move as quickly as your connection can once the project kicks off.

• General onboarding question: For all other onboarding questions, select General onboarding question.

Choose this request type if you want to request that we do something with your data. For example:

• Confirm Redox has your data and how it's processed.
• Update your contact information.
• Request your data be sent to you in a readable format.
• Request that your data be deleted.

Our Privacy team reviews these requests and responds within 30 days. In the event of extenuating circumstances, the SLA may extend to 90 days. However, we will notify you if this happens.

Choose this ticket type when you have a request that doesn’t fit into the other categories.