Contacting redactX Technical Support
To contact redactX Technical Support you can:
1) Call the support number at 1-650-492-5867. If you are leaving a voice mail, be sure to include contact name, phone number and a brief summary of the problem.
2) Email support at support@redactX.com
Coverage Times
Support engineers are available between the hours of 8:00 am–6:00 pm PST, Monday through Friday except major US holidays.
General Support Conditions
While working with you to resolve your issue, redactX may need or ask you to do one or more of the following:
Access information on your system relative to the failure.
Recreate the failure to get additional information.
Ask you to recreate the problem to obtain the required information.
Require remote access to your system to troubleshoot and diagnose the issue. This would require coordination between yourself and the support engineer.
Send diagnostic information or log files electronically for further review.
Note: Any information that you send to redactX to help resolve your problem is treated as highly confidential and is used only to resolve your problem. A nondisclosure agreement can be signed if necessary. Upon problem resolution, all submitted materials are deleted.
Coverage and Priority Levels
Technical issues are addressed in accordance with their assigned Priority Level as outlined below. Priority Levels are assigned based on the severity of the issue.
Level 1: Very High—The problem creates very serious consequences for normal business processes. Urgent work cannot be performed. This is generally caused by the following circumstances:
A production system is completely down
The imminent go-live or upgrade is jeopardized
The customer’s core business processes are seriously affected
A workaround is not available.
Level 2: High—The problem seriously affects customer’s normal business processes. Necessary tasks cannot be performed. This is caused by incorrect or inoperable functions in the redactX software that are required immediately.
Level 3: Medium—The problem affects customer’s normal business processes. The problem is caused by incorrect or inoperable functions in the redactX software.
Level 4: Low—The problem has little or no effect on normal business processes. The problem is caused by incorrect or inoperable functions in the redactX software but these functions are not required daily or are rarely used.
Response and Processing Times
Target response and processing times for each priority level are outlined below.
2 business hours
Level 1
1 business day
8 business hours
Level 3
4 business days
16 business hours
Level 4
8 business days
Target Max. Processing Time
Priority Level
Initial Response Time
2 business days
Level 2
4 business hours