Client Support

We’re here when you need us.

Red Oak is committed to your success. Whether you have a day-to-day platform question or an after-hours emergency, our team is ready to help.

Self-Serve Tools

We offer a Knowledge Base to handle most inquires for each of our Product Families:

Compliance – Coming Soon
Distribution – Knowledge Base
Supervision – Knowledge Base

Product Enhancements and New Features

We publish Release Notes so you can always learn about new features and enhancements:
Compliance – Release Notes are available within the application. See screenshot below.

Distribution – What’s New with 4U
Supervision – Coming Soon

Product Training

We provide live, guided training via screen-share as part of our Implementation process. If you are still in Implementation, please contact your designated Implementation Manager. If you are already live, please contact support@redoak.com for additional training.

Technical Support

We have an exceptional support team that is available by email on business days from 8:00 am to 7:00 pm Central Time.

Priority Levels & Response Targets

All times reflect SLAs during coverage hours (Mon–Fri, 8 AM–7 PM CT). P1 targets apply 24/7.

Priority	Definition	Response	Resolution	Updates
P1 – Critical	Platform outage; no workaround	1 hour	6 hours*	Every 2 hours
P2 – High	Major feature broken; no workaround	2 hours during Support hours	2 business days	Every 8 hours
P3 – Medium	Degraded; workaround exists	2 hours during Support hours	5 business days	Every 8 hours
P4 – Low	General questions; feature requests	2 hours during Support hours	5 business days or mutual agreement	As needed

Submitting a Request

When submitting, please include:

Estimated priority level and a brief description of the issue
Which users or workflows are affected
Steps to reproduce and any screenshots or error messages

Contact Us

Email: support@redoak.com