Wrike Integrate is an automation platform whereby Customer and Wrike can create customized integrations between the Wrike platform and Customer’s cloud or on-premise applications.
The package description outlined below address the steps related to the delivery and implementation of the Wrike Integrate Standard Package purchased in the applicable Order Form between Wrike and Customer. The goal of this engagement is for Wrike Professional Services (“Wrike PS”) and Customer’s Implementation Team (defined below) to identify Customer’s business requirements, build and deliver an integration that meets such requirements, and train Customer’s Implementation Team on how to utilize and maintain the integration (the “Implementation”).
- “Defect(s)” mean a material deviation from the Functional Requirements Document such that the expected functional outcome does not produce the intended output and does not mean nor apply to cosmetic defects such as aesthetic changes/look and feel or modifications or enhancements to the underlying Wrike product.
- “Integration Flow” mean the steps of a given business process which execute together in one continuous sequence beginning at a single point in time (the “trigger”) and occurring in no more than two applications.
- For purposes of clarity and illustration, each of the following non-exhaustive hypothetical examples represent 1 (one) Integration Flow:
- When a Salesforce Opportunity reaches the “Closed-Won” stage, also create a Project in Wrike, choosing the appropriate blueprint based on the SFDC Opportunity type
- When a Project in Wrike reaches its start date, also send a Slack Bot message to all project owners notifying them of the Project details
- Send a weekly email to all members of the “Escalation Managers” Wrike User group, while also listing all outstanding escalation ticket tasks in Wrike and highlighting all SLA violations
- When a Project in Wrike reaches the “Ready to Bill” workflow state, also create an Invoice in Quickbooks including a line item for each task in the project
- When a Wrike Task is delayed at least 14 days past its scheduled end date, also add a comment to the task, @mentioning all Project owners with a notification message.
- “Functional Requirements Document” means a jointly drafted document between Customer and Wrike that outlines (a) step by step Recipe with triggers and actions; (b) Data Mapping Table (optional); (c) authoritative data sources; and (d) defined User Acceptance Criteria for User Acceptance Testing.
- “Recipe” means an automated workflow that connects applications (“apps”) to complete Tasks composed by Customer based on a combination of apps, triggers, and actions. Recipes are comprised by a trigger and one or more actions (in one or more apps) based on Customer’s use case. Recipes use actions to perform the logic of converting the input(s) of a trigger into the output(s) of the requirements.
- “Task” means a usage metric that is counted every time Wrike Integrate requests a piece of data from another platform/software or performs an action. https://docs.workato.com/recipes/tasks.html#tasks
- “Test Scripts” means Customer-developed test cases to validate the business functionality of the integration(s) developed under this Implementation, which Customer will use to perform User Acceptance Testing.
- “Unit Testing” means Wrike’s execution of functional and/or technical tests (if applicable) to validate compliance of the configured Recipes with the Functional Requirements Document.
- “User Acceptance Criteria” means the criteria against which Customer will test the integrations developed under this Implementation during Customer’s performance of User Acceptance Testing.
- “User(s)” mean an individual who is authorized by Customer to use or access the Service and who has been supplied an identification and password by Customer or at Customer’s direction. Users can be a Regular User, External User, or Collaborator, which are further defined at https://help.wrike.com/hc/en-us/articles/209603989-Types-of-Licenses-in-Wrike, and may include Customer’s or Customer’s Affiliates’ employees, representatives, and agents.
- “User Acceptance Testing” or “UAT” means Customers’ User testing its Test Scripts to confirm the defined outcomes materially comply with the outcomes in the Functional Requirements Document.
To support Wrike’s collaborative Implementation, Wrike expects that Customer’s personnel are identified and made available to collaborate with their Wrike counterparts throughout the Implementation. Below is a breakdown of the key roles and responsibilities of each Party during the Implementation.
- Customer Personnel
- Implementation Lead(s): Customer’s project leader and primary point of contact for communications with the Wrike Implementation Consultant, coordination and facilitation of Customer personnel, calls, meetings, and sign off on outcomes.
- Sponsor: Person(s) with authority to clarify why this project is being initiated, who is expected to participate, and the highest applicable chain in command to ensure all escalations are handled. Additionally, the Sponsor may be called upon to enforce Wrike usage internally.
- Champion: Key representative(s) from each user group with a broad view of the group’s objectives and acting as an internal driver of adoption and change.
- Subject Matter Experts (SMEs): Customer’s representatives who the Wrike team can consult to understand the system with which Wrike will be integrated and understand relevant processes at a detailed level. SMEs are not part of Customer’s Implementation Team.
- Technical Lead(s): Customer’s representatives who will take ownership of Recipes developed as part of this Implementation post-Launch, and who will be consumers of technical training sessions. Technical Leads are not part of the Implementation Team.
- Implementation Team: Customer’s team participating in the Implementation of Wrike Integrate. Team members include the Champion(s), Implementation Lead(s), and any additional internal Users of Customer. The team may be comprised of both technical and non-technical personnel.
- Wrike Personnel
- Account Manager: A designated contact responsible for the business relationship between Wrike and Customer for the lifetime of Customer’s relationship with Wrike. All contractual and licensing questions will be addressed and resolved by the Account Manager.
- Implementation / Professional Services Consultant: The primary designated point of contact throughout Wrike Integrate Implementation responsible for ensuring on-time execution of package purchased and communicating changes to scope and timeline. The Wrike Attendee for the activities in the applicable package will be the Wrike Implementation/ Professional Services Consultant(s).
- Wrike Integrate Standard
- In Scope: Through a series of 10 (ten) steps (detailed below), Wrike PS and Customer’s Implementation Team will cover the basic underlying functionality of Wrike Integrate as well as training related to Customer’s specific use-case. The scope of this integration covers only applications for which a pre-built connector exists, and for which the connector includes pre-built triggers and actions (a then-current and complete list can be found on the Wrike Integrate App Directory located at www.workato.com/integrations). The connector will be used to integrate between Wrike and Customer’s cloud or on-premise applications. Wrike PS will work with Customer’s Implementation Team to design an up to 1 (one) Integration Flow and develop up to 5 (five) Recipes for this Integration Flow using the triggers and actions available for the chosen connector.
- Define Customer’s expected outcomes from the Implementation
- Confirm dependencies of the integrations on Wrike configuration
- Discuss Implementation steps
- Begin creating a project schedule that will be managed by Customer with input from Wrike throughout the Implementation
- Grant the Wrike Implementation Consultant short-term access to Customer systems, applications (including Customer’s Wrike account) as reasonably required for Wrike to complete the Professional Services described herein
- Complete any additional set up tasks as provided by Wrike Implementation Consultant
- Hold necessary internal discussions regarding desired use case (Implementation Flow)
- Complete prioritization decisions and/or scope related change orders if applicable
- Complete the Wrike-denoted required Workato courses by watching the online modules, participating in interactive modules (if any), and completing simulations, exercises and/or applicable homework for each module. If Customer has any questions about what was covered in the Workato content, Customer agrees to provide such questions to Wrike in advance, where feasible
- Refine requirements
- Review existing processes and Wrike workspace setup
- Create Functional Requirements Document
- Customer to provide Wrike Implementation Consultant with approval of the Functional Requirements Document
- Customer to configure connections within Wrike Integrate to applications included in Integration Flow
- Building and testing the defined Integration Flow
- Customer to identify training attendees required for Step 6
- Notify Wrike Implementation Consultant of any Defects* promptly upon discovery (but no later than Step 5) by uploading a task to Wrike or email (the process to be mutually agreed upon near Kickoff). Wrike will attempt to resolve Defects or implement a workaround prior to the due date above. If Defects are identified after, Wrike Support should be contacted and a Change Order describing the additional scope and price, as applicable, must be executed
- Wrike to facilitate Customer’s performance of UAT by stepping through each of the Recipes to confirm the Customer is provided with an overview of what each integration does
- Address any Defects* identified during UAT (which may continue after these session(s)
- Customer to continue testing and monitoring the integrations if not completed during the Integration Validation session(s)
- Compile and prioritize issues from UAT within 3 (three) business days after Step 5
- Provide virtual training on the end-to-end integration process.
- Provide virtual training on use cases and relevant functions
- Customer to set launch date that Wrike mutually agrees with in the project schedule
- Identify resources to support launch.
- Provide virtual training on how to manage/maintain the Recipe(s) (“Integration Life Cycle Enablement”)
- Integrations are made available to Customer Users and working within Customer’s legacy applications
- Address remaining open issues or questions
- Discuss Customer’s overall experience with the Implementation and whether there may be a need for future or additional integrations (to be scoped via a Change Order or separate SOW between Parties)
- Discuss and/or revise Customer’s existing Wrike roadmap and plan next steps with Customer’s Implementation Team
- Summarize Implementation outcomes and facilitate knowledge transfer with Wrike and Customer teams
- Introduce the Wrike Customer Success Manager who will manage the ongoing Wrike relationship as it pertains to the Subscription licenses after expiration of this SOW
- Out of Scope:
- Building a custom connector (one not listed in the Wrike Integrate App Directory) or custom coding or any functionality not achievable through Workato using then-current published and supported API methods;
- Additional and/or incremental work not referenced above (including modifications or additions to Recipe(s), tasks, triggers, post-launch);
- Non-Wrike related bug fixes (including issues caused by third-party application updates, system changes or upgrades, etc.);
- Delivering any Workato training on Wrike Integrate (other than providing access to the self-paced training in Step 3 above);
- Any and all work in excess of 1 (one) Integration Flow as determined by the Implementation Consultant; and
- Any and all Integration Flows to SAP, NetSuite, or any in-house custom application or on-premise software not part of the standard package.
- Additional Customer Responsibilities:
In addition to the roles and responsibilities set forth in the table above, Customer is also responsible to provide the following resources (together, with the Customer Action Items above shall be defined as “Customer Responsibilities”):
- Provide business analysis support as needed for Wrike and “System”
- Provide a “System” subject-matter expert as needed
- Functional Requirements Document Approval Process:
Customer will provide the Wrike Implementation Consultant with written notice (email sufficient) of Customer’s approval of the Functional Requirements Document within 5 (five) business days of completion of the Use Case Analysis session(s) referenced in Step 3 above. If Customer requests any revision to the Wrike-provided portions of the Functional Requirements Document, Wrike will provide one update to address Customer’s concerns. If the Parties are still unable to reach agreement, the Wrike Implementation Consultant will schedule a meeting to discuss further, and the Implementation will be paused until such time as the Parties are in agreement to move forward.
- To the extent required to complete the Implementation, Wrike will be granted timely access Customer’s Wrike account. Access, if any, is limited in duration and scope and only for Wrike’s delivery of its obligations as it relates to this Implementation. If necessary, and for the duration of this Implementation, Wrike will provide additional licenses to assign to Wrike team member(s) for this Implementation at no additional charge to Customer.
- Any determination of actual number of Integration Flows required for Customer’s identified need will be made solely at the discretion of the Wrike Implementation Consultant. Customer agrees that in the event that the Wrike Implementation Consultant determines that Customer’s desired functionality is in excess of 1 (one) Integration Flow, Customer agrees to either (a) accept a narrower scope of work for the Implementation equal to 1 (one) Integration Flow, or (b) execute a mutually agreed upon Change Order to add additional Integration Flow(s) to the scope and outline associated new Fees (as applicable).
If purchased, the Wrike Integrate Standard Package includes:
|Wrike Integrate Standard Package|
|Mode of Delivery||Remote|
|Maximum Number of Remote Sessions||15 (Fifteen)|
|Maximum Number of Integration Flows||1 (One)|
|Maximum Number of Recipes||Up to 5 (Five)|
|Timeline for delivery||Kickoff must start within 70 (seventy) days of Customer’s purchase if purchased at the same time as the main deployment in Exhibit B or separate Statement of Work (otherwise shall be started within thirty (30) days of purchase); Implementation activities will expire 120 days (one hundred twenty) days later|
|Steps||Customer Attendees||Activities Involved||Customer Action Items|
|1. Kick Off||1. Sponsor
2. Implementation Lead
3. Technical Lead
|2. Needs Analysis||1. Implementation Lead
2. Technical Lead
|Conduct brief needs analysis and scoping exercise to determine agreed scope of engagement||Post Call:
|3. Training||1. Technical Lead
2. Anyone who will be involved in the ongoing maintenance of the Integration Flow
|The following self-paced online training courses:
1. Workato “Getting Started with Workato
2. Workato “Automation Pro I"
3. Workato “Automation Pro II”
4. Workato “Using Callable Recipes”
5. Additional content, if relevant, as determined by the Implementation Consultant
|4. Use Case Analysis & Integration Mapping||1. Implementation Lead
2. Technical Lead
|5. Integration Configuration||1. Technical Lead
|6. Integration Validation||1. Implementation Lead
3. Additional UAT resources
|7. Use Case Training||1. Implementation Lead
|8. Technical Training||1. Technical Lead||
|9. Launch||1. Sponsor
4. Technical Lead
|10. Post Launch & Close Out||1. Sponsor
2. Implementation Lead
Professional services terms & conditions can be found here.
Last updated: July 1, 2021.