Exhibit I
Onsite Package - Hybrid Deployment Packages
Last update: July, 2024. Wrike, Inc.
I. PROFESSIONAL SERVICES TERMS & CONDITIONS
The Professional Services Terms & Conditions found here set forth the additional terms and conditions under which Wrike will provide Professional Services to Customer in connection with the Professional Services package purchased by Customer.
II. DEFINITIONS
- “Business Process(es)” means the actions taken to initiate, execute, and close out one project type (e.g., new product launch, marketing campaign, client engagement, etc.).
- “Configuration” means the customized build-out of elements of Customer’s Service account as described in the Configuration Requirements.
- “Configuration Requirements” means the document or Service task(s) containing the defined requirements for the Configuration mutually agreed upon and documented during Design & Discovery session(s) or promptly thereafter.
III. TERM
The SOW shall commence on the effective date specified in the applicable Order Form between the Parties (the “SOW Effective Date”) and shall continue until (a) completion of the Deployment activities outlined in this SOW; or (b) 120 (one-hundred twenty) days from the SOW Effective Date, whichever comes first (the “SOW Term”). Both Parties acknowledge and agree that SOW commencement must be within thirty (30) days from the SOW Effective Date.
IV. DEPLOYMENT ROLES
To support Wrike’s collaborative process, Wrike expects Customer’s personnel to be identified and made available to collaborate with their Wrike counterparts throughout the SOW Term. Below is a breakdown of the key roles and responsibilities of each Party.
A. Customer Personnel:
- Deployment Lead: Customer’s primary point of contact for communications with the Consultant. The Deployment Lead is also responsible for coordination and facilitation of Customer personnel, calls, and meetings as necessary for completion of the activities further described below.
- Deployment Team: Customer’s team participating in the implementation or rollout of the Service as identified by the Deployment Lead. The team may be comprised of both technical and non-technical personnel.
- Subject Matter Experts (SMEs): Customer’s representatives with whom Wrike personnel and Project Team can consult to understand organizational structure and processes at a detailed level.
B. Wrike Personnel:
- Account Manager: The contact responsible for the general business relationship between Wrike and Customer for the SOW Term. The Account Manager acts as a point of escalation to resolve issues the Consultant raises and provide general guidance to the Consultant as needed.
- Professional Services Consultant (the “Consultant”): The designated point of contact for this SOW responsible for delivering Wrike’s portion of the activities associated with this SOW.
V. DEPLOYMENTS
The Wrike Professional Services Consultant utilizes a train-the-trainer coaching model to assist with Customer’s Deployment through a series of steps (detailed in the applicable Deployment Scope table below). Wrike will guide Customer’s Deployment Team through the Deployment process so that Customer’s Deployment Team may learn to use and configure the system and drive internal adoption according to Customer’s internal business needs.
A. Deployment Package Descriptions
1. Hybrid Deployment Package – Essential
If purchased, the Hybrid Deployment Package – Essential includes the following:
Hybrid Package: Essential | |
Maximum Number of Remote Sessions | 10 |
Maximum Number of On-site Days | 2 |
Maximum Number of Business Processes/teams to be deployed | 1 |
Deployment Step | Expected Effort** | Customer Attendees | Wrike Activities | Customer Action Items |
1. Pre-Kickoff | Remote / 1 session up to 30 minutes | 1. Deployment Lead(s) | - Introductions - Restatement of scope and purpose - Preparation for Kickoff call (ensure appropriate audience, schedule call/s) - Discussion of timelines, training approach and team roles | Post Session: - Inform Wrike of the Business Process to be reviewed for Configuration during the Discovery session (described below), subject to the maximum number of Business Processes described in Section V(A)(1) Hybrid Deployment Package - Essential above - Provide supporting documentation to Wrike, including access to Customer’s Service account, information about Customer’s current project management tool (if any), current Business Processes, potential desired changes, and a list of questions or other action items Customer would like Wrike to address during Kickoff - Complete Change Readiness Questionnaire provided by the Consultant |
2. Kickoff | Remote / 1 session up to 1 hour | 1. Deployment Team
| - Introductions - Identify any risks with timeline, scope, & approach - Review team processes and collect background information | Pre-Session: - Provide any supporting documentation to the Consultant prior to session Post-Session: - Complete any action items discussed in preparation for the next session |
3. Change Management | Remote/ 1 session up to 1 hour | 1. Deployment Team | - Introduction to change management concepts - Review of Change Readiness Questionnaire - Identification of affected stakeholders and change management planning | Post-Session: - Develop communications plan and content
|
4. Discovery | Remote / 1 session up to 1 hour | 1. Deployment Team 2. SMEs | - In-depth review of current Business Processes and future-state design considerations - Discussion on opportunities for improvement | Post-Session: - Communicate with affected stakeholders per the communications plan |
5. Planning Session for On-site Visit | Remote/ 1 session up to 1 hour | 1. Deployment Lead | - Review On-site Logistics Requirements (address, attire, security access, etc.) - Plan On-site agenda
| Post Session: - Complete and return the On-site Logistics Form to the Consultant - Circulate agenda |
6. On-site Configuration
| On-site / Up to 2 days | 1. Deployment Team 2. SMEs | - Identification of desired Business Process refinements - Training and guidance on translating Customer Business Processes into the Service - Recommendations on the Service usage proven practices - Creation of Customer’s initial Service account structure - Provide guidance on sharing and visibility in Service projects and tasks | Pre-Session: - Watch assigned online learning courses (“Wrike Discover”) Post Session: - Complete the process Configuration tasks as defined during session(s) - Complete workspace tasks as defined during session(s) - Complete any additional assigned Wrike Discover courses |
7. Configuration Follow-up | Remote/ 1 session up to 1 hour | 1. Deployment Team 2. SMEs | - Validation of the end-to-end Configuration via a walkthrough from process initiation to completion to confirm functionality materially conforms to the Configuration Requirements | Post-Session: - Promptly identify any questions/concerns/changes Customer may have prior to the next session |
8. Launch Planning | Remote/ 1 session up to 1 hour | 1. Deployment Team | - Discussion to identify potential roadblocks to User adoption of the Service - Preparation for training sessions | Post Session: - Develop training collateral such as user guides and job aids that will be used to facilitate training sessions - Develop communications materials to announce the rollout of the Service, business impacts, and other pertinent information for Users - Complete assigned Wrike Discover courses in preparation for User training - Coordinate attendees and confirm their participation in the training sessions |
9. Virtual Training | Remote / up to 2 sessions of up to 1 hour each | 1. Deployment Team 2. SMEs | - Training sessions can focus on account administration, User capabilities, specific functionality, train-the-trainer, or Space Administrators as determined by Deployment Lead(s) and the Consultant | Pre-Session: - Complete assigned Wrike Discover courses in preparation for training - Coordinate attendees to ensure participation During Session: - Deployment Lead to assist in the delivery of agreed upon agenda content |
10. Deployment Closeout | Remote / 1 session up to 30 minutes | 1. Deployment Lead
| - Summary of outcomes and knowledge transfer with Wrike and Customer teams | N/A |
*“Expected Effort” refers to time spent in the sessions described above between Wrike and Customer teams. The Wrike attendee for each session will be the Consultant, unless otherwise noted.
2. Hybrid Deployment Package – Elevate
If purchased, the Hybrid Deployment Package – Elevate includes the following:
Hybrid Package: Elevate | |
Maximum Number of Remote Sessions | 15 |
Maximum Number of On-site Days | 3 |
Maximum Number of Business Processes/teams to be deployed | 2* |
Deployment Step | Expected Effort** | Customer Attendees | Wrike Activities | Customer Action Items |
1. Pre-Kickoff | Remote / 1 session up to 30 minutes | 1. Deployment Lead(s)
| - Introductions - Restatement of scope and purpose - Preparation for Kickoff call (ensure appropriate audience, schedule call/s) - Discussion of timelines, training approach and team roles | Post Session: - Inform Wrike of the Business Process to be reviewed for Configuration during the Discovery session (described below), subject to the maximum number of Business Processes described in Section V(A)(2) Hybrid Deployment Package - Elevate above - Provide supporting documentation to Wrike, including access to Customer’s Service account, information about Customer’s current project management tool (if any), current Business Processes, potential desired changes, and a list of questions or other action items Customer would like Wrike to address during Kickoff - Complete Change Readiness Questionnaire provided by the Consultant |
2. Kickoff | Remote / 1 session up to 1 hour | 1. Deployment Team
| - Introductions - Identify any risks with timeline, scope, & approach - Review team processes and collect background information | Pre-Session: - Provide any supporting documentation to the Consultant prior to session Post-Session: - Complete any action items discussed in preparation for the next session |
3. Change Management | Remote/ 1 session up to 1 hour | 1. Deployment Team | - Introduction to change management concepts - Review of Change Readiness Questionnaire - Identification of affected stakeholders and change management planning | Post-Session: - Develop communications plan and content
|
4. Discovery | Remote / 2 sessions up to 1 hour each | 1. Deployment Team 2. SMEs | - In-depth review of current Business Processes and future-state design considerations - Discussion on opportunities for improvement | Post-Session: - Communicate with affected stakeholders per the communications plan |
5. Planning Session for On-site Visit | Remote/ 1 session up to 1 hour | 1. Deployment Lead | - Review On-site Logistics Requirements (address, attire, security access, etc.) - Plan On-site agenda
| Post Session: - Complete and return the On-site Logistics Form to the Consultant - Circulate agenda |
6. On-site Configuration
| On-site / Up to 3 days | 1. Deployment Team 2. SMEs | - Identification of desired Business Process refinements - Training and guidance on translating Customer Business Processes into the Service - Recommendations on the Service usage proven practices - Creation of Customer’s initial Service account structure Provide guidance on sharing and visibility in Service projects and tasks | Pre-Session: - Watch assigned online learning courses (“Wrike Discover”) Post Session: - Complete the process Configuration tasks as defined during session(s) - Complete workspace tasks as defined during session(s) - Complete any additional assigned Wrike Discover courses
|
7. Configuration Follow-up | Remote/ 2 sessions up to 1 hour each | 1. Deployment Team 2. SMEs | - Validation of the end-to-end Configuration via a walkthrough from process initiation to completion to confirm functionality materially conforms to the Configuration Requirements | Post-Session: - Promptly identify any questions/concerns/changes Customer may have prior to the next session |
8. Launch Planning | Remote/ 2 sessions up to 1 hour each | 1. Deployment Team | - Discussion to identify potential roadblocks to User adoption of the Service - Preparation for training sessions | Post Session: - Develop training collateral such as user guides and job aids that will be used to facilitate training sessions - Develop communications materials to announce the rollout of the Service, business impacts, and other pertinent information for Users - Complete assigned Wrike Discover courses in preparation for User training - Coordinate attendees and confirm their participation in the training sessions |
9. Virtual Training | Remote / Up to 4 Sessions of up to 1 hour each | 1. Deployment Team 2. SMEs | - Training sessions can focus on account administration, User capabilities, specific functionality, train-the-trainer, or Space Administrators as determined by Deployment Lead(s) and the Consultant | Pre-Session: - Complete assigned Wrike Discover courses in preparation for training - Coordinate attendees to ensure participation During Session: - Deployment Lead to assist in the delivery of agreed upon agenda content |
10. Deployment Closeout
| Remote / 1 session up to 30 minutes | 1. Deployment Lead 2. Sponsor | - Summary of outcomes and knowledge transfer with Wrike and Customer teams | N/A |
*Each business team is limited to one (1) Business Process
**“Expected Effort” refers to time spent in the sessions described above between Wrike and Customer teams. The Wrike attendee for each session will be the Consultant unless otherwise noted.
3. Hybrid Deployment Package – Elite
If purchased, the Hybrid Deployment Package – Elite includes the following:
Hybrid Package: Elite | |
Maximum Number of Remote sessions | 18 |
Maximum Number of On-site Days | 6 |
Maximum Number of Business Processes/teams to be deployed | 3* |
Deployment Step | Expected** Effort | Customer Attendees | Wrike Activities | Customer Action Items |
1. Pre-Kickoff | Remote / 1 session up to 30 minutes | 1. Deployment Lead(s)
| - Introductions - Restatement of scope and purpose - Preparation for Kickoff call (ensure appropriate audience, schedule call/s) - Discussion of timelines, training approach and team roles | Post Session: - Inform Wrike of the Business Process to be reviewed for Configuration during the Discovery session (described below), subject to the maximum number of Business Processes described in Section V(A)(3) Hybrid Deployment Package - Elite above - Provide supporting documentation to Wrike, including access to Customer’s Service account, information about Customer’s current project management tool (if any), current Business Processes, potential desired changes, and a list of questions or other action items Customer would like Wrike to address during Kickoff - Complete Change Readiness Questionnaire provided by the Consultant |
2. Kickoff | Remote / 1 session up to 1 hour | 1. Deployment Team
| - Introductions - Identify any risks with timeline, scope, & approach - Review team processes and collect background information | Pre-Session: - Provide any supporting documentation to the Consultant prior to session Post-Session: - Complete any action items discussed in preparation for the next session |
3. Change Management | Remote/ 1 session up to 1 hour | 1. Deployment Team | - Introduction to change management concepts - Review of Change Readiness Questionnaire - Identification of affected stakeholders and change management planning | Post-Session: - Develop communications plan and content
|
4. Discovery | Remote / 3 sessions up to 1 hour each | 1. Deployment Team 2. SMEs | - In-depth review of current Business Processes and future-state design considerations - Discussion on opportunities for improvement | Post-Session: - Communicate with affected stakeholders per the communications plan |
5. Planning Session for On-site Visit | Remote/ 1 session up to 1 hour | 1. Deployment Lead | - Review On-site Logistics Requirements (address, attire, security access, etc.) - Plan On-site agenda
| Post Session: - Complete and return the On-site Logistics Form to the Consultant - Circulate agenda |
6. On-site Configuration
| On-site / Up to 4 days | 1. Deployment Team 2. SMEs | - Identification of desired Business Process refinements - Training and guidance on translating Customer Business Processes into the Service - Recommendations on the Service usage proven practices - Creation of Customer’s initial Service account structure Provide guidance on sharing and visibility in Service projects and tasks | Pre-Session: - Watch assigned online learning courses (“Wrike Discover”) Post Session: - Complete the process Configuration tasks as defined during session(s) - Complete workspace tasks as defined during session(s) - Complete any additional assigned Wrike Discover courses
|
7. Configuration Follow-up | Remote/ 3 sessions up to 1 hour each | 1. Deployment Team 2. SMEs | - Validation of the end-to-end Configuration via a walkthrough from process initiation to completion to confirm functionality materially conforms to the Configuration Requirements | Post-Session: - Promptly identify any questions/concerns/changes Customer may have prior to the next session |
8. Launch Planning | Remote/ 2 sessions up to 1 hour each | 1. Deployment Team | - Discussion to identify potential roadblocks to User adoption of the Service - Preparation for training sessions | Post Session: - Develop training collateral such as user guides and job aids that will be used to facilitate training sessions - Develop communications materials to announce the rollout of the Service, business impacts, and other pertinent information for Users - Complete assigned Wrike Discover courses in preparation for User training - Coordinate attendees and confirm their participation in the training sessions |
9. On-site Training | On-site / Up to 2 days | 1. Deployment Team 2. SMEs
| - Training sessions can focus on account administration, User capabilities, specific functionality, train-the-trainer, or Space Administrators as determined by Deployment Lead(s) and the Consultant | Pre-Session: - Complete assigned Wrike Discover courses in preparation for training - Coordinate attendees to ensure participation During Session: Deployment Lead to assist in the delivery of agreed upon agenda content |
10. Virtual Training | Remote / Up to 4 Sessions of up to 1 hour each | 1. Deployment Team 2. SMEs 3. Other team members as identified by Deployment Team | - Introductions - Restatement of scope and purpose - Preparation for Kickoff call (ensure appropriate audience, schedule call/s) - Discussion of timelines, training approach and team roles | Pre-Session: - Complete assigned Wrike Discover courses in preparation for training - Coordinate attendees to ensure participation During Session: - Deployment Lead to assist in the delivery of agreed upon agenda content |
11. Executive Briefing
| Remote / 1 session up to 1 hour | 1. Deployment Lead
| - Summary of accomplishments and process improvements - Identification of areas for growth - Introduction of Customer success model | N/A |
12. Deployment Closeout
| Remote / 1 session up to 30 minutes | 1. Deployment Lead
| - Summary of outcomes and knowledge transfer with Wrike and Customer teams | N/A |
*Each business team is limited to one (1) Business Process
**“Expected Effort” refers to time spent in the sessions described above between Wrike and Customer teams. The Wrike attendee for each session will be the Consultant unless otherwise noted.
VI. Out of Scope
The following activities are out of scope for this SOW:
- Activities for Wrike Account IDs other than the Wrike Account ID specified on the applicable Order Form, or other mutually agreed ordering document, for this SOW.
- Deployment or implementation of a net new team or department into Customer’s Service account other than as described in the applicable Deployment Package above in Section V.
- Anything not expressly stated in the applicable Deployment Package in Section V.