How to Contact RxN Support

Urgent/Critical Issues such as Service Down, Service Impacting, Data Unavailable: Please always create a new ticket for critical problems – this ensures correct engagement of the priority support system

• Create a new ticket in the Rx Networks’ support portal - https://support.rxnetworks.com/
  • Assign a priority P1 – Critical , or P2 – High will get a response in 15 minutes or less
  • Customer creates their own account by going to https://support.rxnetworks.com/signup
  • If you need to set a password or forgot it reset it with https://support.rxnetworks.com/account/forgotpassword
• If there are issues creating a ticket, email support@rxnetworks.com which will also create a new high priority ticket
  • NOTE - If you need to CC other users on ticket creation please email support@rxnetworks.com instead
  • The ability to CC others is not yet available in the web form for ticket creation

Other Issues like log analysis, investigation, questions, or non-service impacting requests:

• Create a new ticket in the Rx Networks’ support portal - https://support.rxnetworks.com/
  • Assign a priority P3 – Medium , or P4 – Low will get a response at least by the next day

Please provide your internal ticket number to the "Additional Ticket ID" field in Kayako if you have one. This promotes better linking and tracking of issues.

Information, or Non-urgent inquires/questions :

• Email netops@rxnetworks.com for general questions and non-urgent issues. This will not create a ticket, and should not be used for any critical issues.