Support Services FAQ
Common questions about Redix technical support — contact channels, response times, maintenance entitlements, and what to prepare before reaching out.
How do I contact Redix support?
- Email (preferred): support@redix.com. The inbox is monitored frequently, including after hours for production-down emergencies. Typical first response is within 1 business day.
- Phone: (888) 850-8088, Monday – Friday, 8:30 AM – 6:00 PM Eastern Time, excluding U.S. holidays.
What should I do for a production emergency?
Email support@redix.com with "URGENT: Production Down" in the subject line. We watch for these messages, including after hours.
What does maintenance entitlement include?
Active maintenance includes:
- Unlimited technical support — break/fix assistance and product questions for your licensed products
- Eligible updates and upgrades for your licensed products under your maintenance and license agreement
New modules, additional licenses, and platform or architecture changes are quoted separately, and supported versions follow each product's lifecycle. Custom development and consulting are provided via professional services engagements.
What should I have ready before contacting support?
Having this information ready speeds diagnosis:
- Product serial number from your license certificate (not the license file itself)
- Hardware platform and operating system version
- Exact product version or build and the affected component (for example, Redix V9 engine)
- Exact error messages or on-screen messages
- Step-by-step reproduction of the problem
- Troubleshooting steps already attempted
- Sample input files and log output, with PHI and other identifying data removed
Never send passwords, tokens, keys, or configuration files that contain them.
Which products are supported?
Supported versions of the Redix products you license under active maintenance, for example:
- AnyToAny Format Converter Engine
- HIPAA Package
- HIPAA X12 to FHIR
- HL7 to FHIR
- CMS-0057-F Suite
- RMap Module
- Database Module
- XML Module
- PDF Module
- NCPDP Module
- GUI Mapper
- REST API / SDKs
Support follows your license and agreement; newer components and evaluations are covered on the terms agreed for them.
Can I send PHI to support?
No. Do not email PHI. Use synthetic or de-identified samples, and remove identifiers from logs and screenshots too. If a de-identified sample cannot reproduce the problem, contact Redix before sending anything sensitive so that a handling arrangement can be agreed first.
What is the typical response time?
The typical first response is within 1 business day for standard issues. Production-down emails marked "URGENT: Production Down" are watched for after hours as well. This is a response target, not a guaranteed resolution time; any contractual service levels are set in your agreement. Including sample input files and log output speeds diagnosis.
Does support cover custom development?
Technical support covers break/fix assistance and product questions. Custom development, new integrations, and custom mapping are provided via professional services engagements.
Contact Redix for a consultation.
Still have questions? Contact us or read the AI Chat FAQ.