Wrike Customer Support Service Level Agreement (“SLA”)
Table of contents
- Definitions
- Scope
- Standard Customer Support
- Premium Customer Support
- Premium Customer Support Plus
- Escalation Policy (for Premium Support and Premium Support Plus)
- Public Postmortems
- Customer account migrations
- Abusive Customer Policy
- Klaxoon Customer Support
- Miscellaneous
During the active period of the relevant Wrike agreement between Wrike and the Customer identified in the corresponding Order Form (such Order Form, together with its governing terms and conditions and all amendments and addenda, if any, thereto, referred to as the “Agreement”), Wrike establishes this Service Level Agreement ("SLA") outlining the service level commitments provided by Wrike to Customer under the Agreement. This SLA is incorporated into the Agreement by reference and applies solely to the interactions between the Customer and Wrike Customer Support in Scope (defined below). For terms and conditions pertaining to Wrike's overall service uptime, please refer to the Service Level Agreement for Service Uptime. Capitalized terms not defined herein have the same meaning as the same or substantially equivalent term in the Agreement.
For Tickets submitted via one of the then-available channels outlined at the Wrike Help Center, 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.
For Tickets submitted via one of the then-available channels outlined at the Klaxoon Help Center, Support is provided according to a separate, distinct framework as outlined in Section “J” of this SLA.
All levels of Support will be provided in English by default; support in other languages may be provided at limited capacity based on resource availability and at the sole discretion of Wrike.
“Ticket”: a Customer Support request submitted by the Customer via one of the then-available channels outlined at the Wrike Help Center or the Klaxoon Help Center.
“Problem”: defects and conditions causing the Wrike Service to not conform with applicable documentation available at the Wrike Help Center or the Klaxoon Help Center.
“Business days and hours”: Monday 5am UTC to Saturday 3am UTC.
“Weekend days and hours”: Saturday 3am UTC to Monday 5am UTC.
“Regional holidays”: Easter Weekend, including Good Friday and Easter Monday (dates vary yearly); Christmas from 24 to 26 December; New Year from 31 December to 01 January.
“Target Initial response time”: the time within which Wrike Customer Support aims to provide an initial response on a new Ticket submitted via the Web Form.
“Target update time”: the time within which Wrike Customer Support aims to provide all subsequent responses/updates to a Problem after its priority level has been assigned as outlined in Section F of this SLA.
“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 in Section F. of this SLA. Target resolution times are all within the support Business days and hours.
“Scope”: the scope of questions and Problems covered by Wrike Customer Support, as detailed in Section B below.
B. Scope
Support Service is provided whereby the Customer identifies a problem or request that is reproducible and the request or symptom relating to the Wrike software requires assistance to resolve. The purpose of Support is to resolve defects and address conditions causing the Service to not conform with applicable documentation. For a Problem to be considered within scope of this SLA, Wrike Support must be able to reproduce or observe the defects or conditions of a Problem. Each distinct Problem should be submitted by the Customer via a separate Ticket. Multiple Problems submitted via one Ticket will be processed as separate Tickets by Support. Support is separate from and does not include Professional Services. Support does not cover Problems arising from or related to: (a) defects or conditions caused by modifications to the Wrike Service made by Customer or its Users, or any person acting at their direction, or caused by Customer’s use of a Third Party Product; (b) Customer’s use of the Wrike Service in violation of the Terms. Examples of requests considered in and outside of the Scope of Support are available at the Help Center.
Wrike’s ability to provide support is contingent upon the Customer’s:
- Provision of the email address associated with their Wrike account in the support Ticket.
- Provision of accurate and detailed information sufficient for Wrike to reproduce the reported Problem.
- Reviewing and responding to Wrike communications, requests for information, and troubleshooting instructions in a timely manner.
- Complying with the Agreement.
C. Standard Customer Support
For Customers with Standard Customer Support, Wrike provides Customer Support to authorized Wrike Users with "Owner" or "Admin" permissions 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. Wrike will target to provide the following initial response time and live agent availability per channel:
- Ticket submitted through chatbot: Wrike will target an initial response time within 24 hours.
- Live agent availability in chat interface: during Business days and hours, excluding Regional holidays.
Support channels and their availability are subject to change at the sole discretion of Wrike.
D. Premium Customer Support
For Customers with Premium Customer Support (as indicated in the applicable Order Form), Wrike provides Customer Support to authorized Users with Full User licenses via live channels (phone and/or chat) and the request form, as indicated on our Help Center.
Wrike will target to provide the following initial response time and live agent availability per channel:
- Ticket submitted via Request form or chatbot: 1 hour during Business days and hours, 4 hours during Weekend days and hours and Regional holidays.
- Live agent availability in chat interface: during Business days and hours, excluding Regional holidays.
- Live agent availability via phone: during Business days and hours, excluding Regional holidays.
E. Premium Customer Support Plus
For Customers with Premium Customer Support Plus (as indicated in the applicable Order Form , Wrike provides Customer Support to authorized Users with Full User licenses via live channels (phone and/or chat) and the request form, as indicated on our Help Center.
For Customers with Premium Customer Support Plus, Wrike provides access to a designated Support representative to authorized Users with "Owner" or "Admin" permissions, and a standard Support team to authorized Users with Full User licenses, to address any product questions or Problems regarding the Wrike Service via live channels (phone and/or chat) and the request form, as indicated on our Help Center. Wrike will target to provide the following initial response time and live agent availability per channel:
- Ticket submitted via Request form or chatbot: 1 hour during Business days and hours, 4 hours during Weekend days and hours and Regional holidays.
- Live agent availability in chat interface: during Business days and hours, excluding Regional holidays.
- Live agent availability via phone: during Business days and hours, excluding Regional holidays.
Wrike shall also provide Customers on a regular basis a report of their Tickets raised with Wrike Customer Support.
F. 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.
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 Problems and 1 business day for application-related Problems. | 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 Problems and 2 business days for application-related Problems. | 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 Problem. | 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 Service. | 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. |
G. 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.
H. Customer Account migrations
Wrike may perform account merges and data migrations between Wrike’s data centers for paid Customer Accounts on a per-request basis. The feasibility, scope, and terms of any such account merge or data migration will be determined by Wrike on a case-by-case basis.
Due to the inherent complexity of these operations, certain merges or migrations may be subject to limited scheduling flexibility and may need to be performed outside of the Support availability windows described in Sections C, D, and E. Each account merge or data migration will be scheduled on a timeline mutually agreed upon by Wrike and Customer and will remain subject to Wrike’s resource availability, internal safeguards, and operational constraints.
I. 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 Problem.
Wrike is committed to treating Customers in a polite and civilized manner and will always strive to resolve Customer Problems 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 temporarily terminate communication with that individual.
J. Klaxoon Customer Support
Support tickets submitted via one of the then-available channels set forth in the Klaxoon Help Center are governed by the terms of this Section J. Excluding French Public Holidays* as enumerated below, support tickets submitted to Klaxoon Customer Support shall be processed from Monday 9:00 AM UTC to Friday 4:00 PM UTC. All levels of Support will be provided in English by default; support in other languages, including French, may be provided at limited capacity based on resource availability and at the sole discretion of Klaxoon Customer Support. Live Agent Support is provided exclusively to Customers holding a Full Access license. Klaxoon Customer Support shall make commercially reasonable efforts to provide an initial reply within one (1) business day.
Klaxoon Customer Support's ability to provide support is contingent upon the Customer's:
- Provision of the email address associated with the Customer's Klaxoon account in the support ticket.
- Provision of accurate and sufficiently detailed information to enable Klaxoon Customer Support to reproduce the reported Problem.
- Reviewing and responding to Klaxoon Customer Support communications, requests for information, and troubleshooting instructions in a timely manner.
- Complying with the Agreement.
French Public Holidays*
*The following French public holidays (jours fériés) are excluded from Klaxoon Customer Support coverage:
Holiday | French (Jour férié) | Date |
New Year's Day | Jour de l'An | January 1 |
Easter Monday | Lundi de Pâques | Varies |
Labour Day | Fête du Travail | May 1 |
Victory in Europe Day | Victoire 1945 | May 8 |
Ascension Day | Ascension | Varies |
Whit Monday | Lundi de Pentecôte | Varies |
Bastille Day | Fête Nationale | July 14 |
Assumption of Mary | Assomption | August 15 |
All Saints' Day | Toussaint | November 1 |
Armistice Day | Armistice 1918 | November 11 |
Christmas Day | Noël | December 25 |
K. Miscellaneous
Wrike may update or make changes to the terms of this Customer Support SLA that do not result in a material degradation in Support services from time to time for valid reasons including, but not limited to, adding new functions or features to the Service, technical adjustments, corrections of typographical or other errors, for legal or regulatory reasons, 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 notice of the changes have been provided constitutes acceptance of the changes and the then-current terms. Material changes to this SLA apply to new Agreements and renewal Agreements following notice of the changes and signed after the last updated date as indicated in this document.