Escalations and The Escalation Management Team

The inriver Escalation Process enables customers and partners to highlight critical or urgent issues, ensuring they receive prompt attention and accelerated resolution from our technical teams.

Our Escalation Management Team serves as your advocate throughout this process, providing clear communication and support at every stage. Once an escalation ticket is created, the team assumes ownership, and a dedicated Escalation Manager is assigned as your primary point of contact.

The team is responsible for:

• Assessing the issue and its business impact
• Engaging the appropriate technical teams and ensuring proper prioritization
• Coordinating resources to drive timely resolution
• Proving regular status updates and outlining next steps

We are committed to delivering responsive, transparent, and high-quality support for every escalation.

Process, definition and qualification of an Escalation

When can an escalation be initiated?

Important: An issue must first be reported as an incident before it can be escalated. Once submitted, the Support team assigned to your region will begin investigating the issue during standard business hours (unless alternative arrangements have been made).

An escalation may be initiated when an issue affects any inriver environment and has a critical business impact, for example, when it disrupts operations or affects multiple users.

Please note:

• Escalations cannot be created in the following scenarios:
  • Before an incident has been logged 
    An escalation can only be raised against an existing, open support incident. Any escalation requests submitted without an active incident will be rejected and closed as premature.
  • For feature requests 
    Requests related to non-existent functionality are not eligible for escalation.
  • For issues outside the standard scope 
    This includes, but is not limited to, third-party or external extensions
  • To escalate an existing escalation ticket
    Escalations cannot be used to further escalate another escalation case.
• We strongly encourage following inriver best practices published in the inriver Community. Adhering to these guidelines helps ensure efficient platform usage and smoother issue resolution.

How to make an escalation request?

1. Go to inriver Community to submit a ticket as you would when reporting an incident.
2. Select the Escalation Request (in the Form field) and fill in all mandatory fields 
3. Please make sure you fill in the Business Impact field in the ticket 
4.  Click Submit

When submitting an escalation ticket, it is essential to complete all mandatory fields accurately. Missing or incorrect information, such as referencing the wrong incident or failing to clearly describe the business impact, may delay resolution or result in the escalation being declined.

Additional factors may also influence whether an escalation is accepted. If a ticket is declined, you will receive a clear explanation outlining the reason for the decision.

What to expect during an escalation?

Once an escalation is initiated, an Escalation Manager will contact you to acknowledge receipt and provide an overview of the current status and next steps. They will coordinate the investigation and resolution process, ensuring that all stakeholders - customers, partners, and internal teams - remain informed throughout.

Cases are continuously reviewed and prioritized to ensure that the most business-critical issues receive the appropriate level of attention.

When an escalation can be closed?

An escalation may be considered closed under the following circumstances:

1. The customer or partner confirms that the issue has been resolved.
2. The escalation request is declined.
3. The issue is determined to result from not following inriver best practices.
4. The root cause is identified as external to the inriver core system (e.g., requiring partner involvement).
5. The investigation is progressing at a pace that is acceptable to the customer or partner.
6. No response is received following troubleshooting guidance and repeated follow-up attempts.