sections in the article
inriver provides customer support across two regions, America and EMEA. We operate during business hours, 8:00 a.m. to 5:00 p.m. Central Time (for US customers) or Central European Time (for EMEA customers), Monday through Friday.
Our Global SRE (Site Reliablitity Engineering) Team also monitors and supports our service 24/7 from both regions to ensure consistent uptime, presentead at https://status.inriver.com.
Escalation management and driving urgent priority incidents always available during business hours.
In the case of an emergency
In the case of an emergency our focus is to remain business as usual, i.e. with as little impact on our customers as possible and to the greatest extent continue with Service Continuity for our Global Support team.
The Global support team has a shared view of all incoming incidents to enable backup possibilities from each region. Having staff in 2 different regions allows for joint coverage and handover between the teams if needed.
Escalation management is setup to review, handle external communication and assist the team with prioritization enabling effective and efficient incident management, in the case of an emergency leading up to a high number of incoming incidents in a short time frame.
Each region has staff with different product and skill levels working throughout the business hours.
In the case of an emergency leading to employee absence or temporary loss of staff, support coverage will be provided from other teams within inriver to match the skillset of support staff, for example Business Solution Architects or Technical Specialists.
Our systems and support tools are prepared with the possibility for temporary access in the instances temporary staff should be needed.
There’s always at least one available manager working during business hours.
We use Zendesk.com as customer support ticketing system and knowledge base. Zendesk has an uptime guarantee of 99,9%.
Zendesk has a Business Continuity and Disaster Recovery plan in place and works with server clustering and network redundancies to eliminate single points of failure, ensuring high service availability. Should Zendesk be temporarily unavailable, the Support team can be reached through escalations(at)inriver.com. In case of such emergency, inriver users will get a notification through the inriver Web Portal.
For both internal and external collaboration our primary system is Microsoft Teams. In the case of an Emergency and Teams not being available, the Global Support Organization have backup systems to cover online meetings and chat functionality to make sure work is not halted.
Should something happen to make one of the offices unavailable we will cover from the other offices.
All staff have possibilities to work from home. We have ensured that work can be done from home to the same extent as from the office.
To ensure productivity and efficiency is maintained in the case of an emergency leading to the majority of staff working from home, the Global Support Organization has set up a chat channel for collaboration within the teams as well as daily meetings.