Escalation process workflow

The inriver escalation process provides customers and partners with the means to give an issue broader attention. We are committed to delivering high-quality support to all our customers and partners.

Our efficient escalation management process is designed to keep you informed of your escalated issue at every step of the way. Once the escalation process is triggered, an escalation ticket is created with the Escalation Management Team who is responsible for evaluating the situation, facilitating the issue, and acting as an advocate on your behalf.

When can an escalation be initiated?

If you have worked with our Support team through our standard support processes and you are not satisfied with the level or timeliness of service, you received. Additionally, an escalation can be initiated when there is tangible impact to your production environment, or there is high risk to the business operations.

How to make an escalation request?

1. Login to inriver Community 
2. Click Get Help
3. Click Submit a ticket
4. Select the Escalation Request form and fill in all the mandatory fields
5. Click Submit

What to expect during an escalation?

You will be contacted by the Escalation Manager to confirm the escalation ticket creation and inform about the next step. As needed, a plan of action will be developed to ensure resolution of the issue. The Escalation Manager will coordinate the efforts internally and become a virtual member of your own problem-resolution team and will keep all the stakeholders regulary updated till a resolution has been reached.

Workflow for critical error in software

If reported critical incident have root cause identified to be caused by an error in the service, fix will be provided within normal release schedule target next release, depending on;

• The time upon the error was identified in relation to where inriver are in the release cycle
• The code change and testing effort of securing a fix

Hotfix

A vital fix or correction in the Service that cannot wait to be fixed within the normal release cycle, intended to address 'emergency' responses. Fix will pass through limited testing.

Decision taken by inriver in consensus with the Customer following the Escalation Process.                      .

Decision criteria;

• No workaround identified,
• Not a high-risk fix, meaning error requires large change or change made in a critical area of the service requiring extensive testing prior to release
• Error not requiring re-design of the product

When an escalation can be closed?

An escalation will be considered closed if:

• The objectives that were initially agreed upon have been achieved
• You have agreed that the issue is resolved
• No response received after troubleshooting steps and reminders

Note: As part of our continuous improvement process, your escalation will be documented and reviewed to help inriver determine the steps that led to the escalation and how to avoid the issue from reoccurring.

Further reading

Escalating a bug report