Wrike Customer Support Service Level Agreement (“SLA”)
Table of contents
A. Standard Customer Support
Unless Premium Support or Premium Support Plus is purchased by the Customer as indicated in the Order Form between the Parties, the Customer has Standard Support.
Wrike will actively monitor the Wrike Service 24 hours per day/7 days per week/365 days per year.
For Customers with Standard Customer Support, Wrike provides Customer Support to authorized Wrike users with "Owner" or "Admin" licenses via a chat interface on our Help Center that includes a chatbot. If the chatbot cannot resolve the query, it will be escalated as a ticket for asynchronous communication or directed to a live support agent available Monday through Friday. Support channels and their availability are subject to change at the sole discretion of Wrike.
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.
For Customers with Premium Customer Support, Wrike provides Customer Support to authorized users with Full User licenses via live channels (phone and/or chat) during business days and business hours, otherwise with greater availability via the request form, as indicated on our Help Center.
Excluding regional holidays that may be applicable, Wrike will target a response time within one (1) hour.
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.
For Customers with Premium Customer Support Plus, Wrike provides access to a designated Support Representative to authorized users with "Owner" or "Admin" licenses, and a standard Support team to authorized users with Full User licenses, to address any product questions or issues (“Problem”) regarding the Wrike Service via live channels (phone and/or chat) during business days and business hours, otherwise with greater availability via the request form, as indicated on our Help Center. Wrike shall also provide Customers on a regular basis a report of their cases raised with Wrike Customer Support.
Excluding regional holidays that may be applicable, Wrike will target a response time within one (1) hour.
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 Center at any time or contact the Wrike Support team as indicated on our Help Center. 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.
G. Klaxoon Customer Support
Wrike has announced the first phase of the integration of its cloud-based platform with that of Klaxoon, a recently acquired entity and wholly-owned subsidiary of Wrike. This integration, which necessitates independent activation by the Customer and agreement to additional terms of service, facilitates the seamless connectivity and data exchange between the respective platforms, thereby enabling users to access the functionalities of both the Wrike Service and the Klaxoon product.
The Wrike Support Team shall process and address inquiries submitted by the Customer concerning the Wrike-Klaxoon integration as delineated in preceding sections of this SLA.
Klaxoon Customer Support operates under a separate, distinct framework and is not encompassed by the terms of the SLA Further information regarding Klaxoon Support can be accessed here (version in French here).
Should the Customer submit questions or issues solely related to Klaxoon to the Wrike Support Team, such inquiries will be redirected to the Klaxoon Support Team, and this redirection will be clearly communicated to the requesting party.
H. Miscellaneous
Wrike may update or make changes to the terms of this Customer Support SLA from time to time for valid reasons, such as adding new functions or features to the Service, technical adjustments, corrections of typographical or other errors, for legal or regulatory reasons or for any other reasons as Wrike deems necessary, at its sole discretion, without notice (but the modified agreement may be reviewed at https://www.wrike.com/legal/enterprise-wsupport/ and will be identified by the last updated date). Customer’s continued access to and use of the Service and platform after the changes have been implemented constitutes acceptance of the changes and the then-current terms.