Customer Support
Table of contents
A. Standard Customer Support
Wrike will actively monitor the Wrike Service 24 hours per day/7 days per week/365 days per year. Unless Premium Support is purchased by Customer as indicated in Order Form between Parties, Customer has Standard Support. For Customers with Standard Customer Support, Wrike will provide Customer Support via a web request form, chat, and callbacks during normal business days and business hours to authorized Wrike users with "Owner" or "Admin" licenses. The web request form is available on the Help Portal at https://help.wrike.com/hc/requests/new. To start a live chat with a customer support representative or request a callback, authorization with Wrike credentials in the Help Portal is required. A Support Representative will be available to respond to any bugs or outages regarding the Wrike Service via live chat during business days and business hours, otherwise with greater availability via the web request form, or callback request. Excluding regional holidays that may be applicable, Wrike will target a response time within one (1) business day.
B. Premium Customer Support
For Customers with Premium Customer Support (as indicated in the applicable Order Form between Parties), Wrike will actively monitor the Wrike Service 24 hours per day/7 days per week/365 days per year and will provide Customers with access to Wrike’s Help Portal 24 hours per day/7 days per week/365 days per year. Additionally, Wrike will provide Customers with access to Wrike Support representatives 24 hours per day/7 days per week/365 days per year. A Support Representative will be available to respond to any bugs or outages (“Problem”) regarding the Wrike Service via live channels (phone and/or chat) during business days and business hours, otherwise with greater availability via the web request form, or callback request.
C. Premium Customer Support Plus
For Customers with Premium Customer Support Plus (as indicated in the applicable Order Form between Parties) Wrike will actively monitor the Wrike Service 24 hours per day/7 days per week/365 days per year and will provide Customers with access to Wrike’s Help Portal 24 hours per day/7 days per week/365 days per year. Additionally, Wrike will provide Customers with access to a designated Support Representative available to Account Admins via live chat to respond to any bugs or outages (“Problem”) regarding the Wrike Service during business days and business hours, otherwise with greater availability via the web request form, or callback request. Wrike shall also provide Customers on a regular basis a report of their cases raised with Wrike Customer Support.
D. Escalation Policy (for Premium Support and Premium Support Plus)
If a Customer experiences a Problem with any of the Wrike Services, Customer may use the Wrike Help portal at any time or notify the Wrike Support team during the hours listed above by filing a ticket: https://help.wrike.com/hc/requests/new. All notifications from Customer must include a description of the Problem, a summary of the users or business processes that have been impacted, and any steps that Customer can reasonably identify that would allow Wrike to replicate the Problem. Once Wrike has received notification of the Problem, Wrike will promptly log the Problem. Wrike will also define the severity of the reported Problem, generally following the classifications found in the table below, and Wrike will respond to the Problem in accordance with the timeframes set forth in the table below. Wrike will notify the Customer if a Problem’s priority has been changed. The Customer may request the priority level to be changed if the Problem's impact on the Customer's use of Wrike becomes more severe, and Wrike will review such requests on a case-by-case basis.
Initial response time is the time within which Wrike Customer Support aims to provide an initial response on a new case.
Target update time is the time within which Wrike Customer Support aims to provide all subsequent responses/updates to a Problem after its priority level has been assigned.
Target resolution time. Wrike will make commercially reasonable efforts to resolve the Problem as quickly as possible. Each Problem presents unique issues and degrees of complexity, which may affect how long it takes to resolve the Problem. While Wrike cannot guarantee a resolution time, Wrike’s target resolution times are provided in the table below.
Priority level | Initial response time | Target update time | Target resolution time | Priority Description | Examples |
L1 | Immediate but within 1 hour | 1 hour via Status page or on-demand | 4 hours for network-related issues and 1 business day for application-related issues. | Urgent | Tasks cannot be created, edited, viewed, or updated; Users cannot search for Tasks or other Users; Widespread and consistent difficulty with Users logging in. |
L2 | Immediate but within 1 hour | Premium Plus: 8h | 12 business hours for network- or data-related issues and 2 business days for application-related issues. | High | Dashboard and reports cannot be created, edited, and/or saved; Search is returning deactivated Users and past Tasks; Integrations are not updating; API is unresponsive; Sporadic or isolated issues with Users logging in; Admins cannot access reports. |
L3 | Immediate but within 1 hour | Premium Plus: 2 business weeks | Сase-by-case basis depending on the nature of the issue. | Normal | Specific filters do not work in one of the views; Mass actions stop working in a particular view; Unexpected response for a particular API call; A specific formula in a calculated custom field does not work; User notification settings cannot be saved. |
L4 | Immediate but within 1 hour | Centralized updates are provided as a part of our release notifications, or on demand. | Case-by-case basis. A fix might depend on upcoming updates to the Wrike Services. | Low | Any Support “how-to” or product logic clarification questions; Slow performance that is resolved by clearing the cache on the Customer’s browser; Wrike Services show error messages when the operation was in fact completed; Keyboard shortcuts are not working; LiveEditor does not support special symbols or emojis; Product feedback provided by the Customer. |
E. Public Postmortems
Public postmortems are provided for L1 incidents only and by request. Wrike will make commercially reasonable efforts to share a postmortem within 14 days of an incident's resolution.
F. Abusive Customer Policy
Wrike works very hard to support customers. If a customer is unhappy about an issue they are entitled to express their dissatisfaction; however, Wrike maintains a zero-tolerance policy for any abusive, hateful, or threatening conduct. Examples include, but are not limited to, the following:
- Offensive or insulting language
- Threatening words or behavior, either personal or professional
- Discriminatory language about a person's race, gender, or sexual orientation
- Excessive or abusive use of customer support channels, e.g., multiple phone calls, chats, and emails in a short period of time regarding a single issue
Wrike is committed to treating customers in a polite and civilized manner and will always strive to resolve customer issues as quickly as possible in accordance with our published policies and terms of service. However, should a customer violate the Abusive Customer Policy we reserve the right to terminate communication with that individual.