For Customers who have purchased Wrike Analyze, completed deployment of Wrike Analyze and/or obtained a Wrike Discover certification for Wrike Analyze enablement, Wrike Support offers additional Wrike Analyze functional support to assist Customer with building Wrike Analyze widgets for its specific Wrike use case, troubleshoot its Wrike Analyze setups, or provide general Wrike Analyze guidance based on Customer-specific issue or request (“WA Support”).WA Support is not available for and does not include Wrike Analyze training or complex builds requiring a Wrike Solution Architect, which instead may be purchased separately via separate offering.
WA Support consists of two (2) virtual sessions, generally provided via online telephony/video conference, with a Wrike Support agent.Each session includes a maximum call time of one (1) hour, unless otherwise extended during the applicable session at Wrike’s sole discretion and availability.If the Wrike Support agent is able to resolve Customer’s issue in only one session, the second session is automatically deemed complete.
a. Customer Support Assessment Process
WA Support may only be purchased by Customer referred by Wrike staff after an “intake form” has been logged and initially assessed and/or triaged. Customer will receive a link from a Wrike representative with instructions on how to complete and submit an intake form to Wrike.Upon receipt of Customer’s intake form submission, Wrike will assess Customer’s responses to the issue it seeks to resolve and determine if WA Support is indeed appropriate. By way of illustration, the following are common examples appropriate for WA Support: (i) basic math functions (e.g., ddiff) and single component functions (up to a maximum of ten (10) metrics); (ii) combinations of multiple basic math functions and filters of 2-3 components (up to a maximum of five (5) metrics); and (iii) multi-level functions of CASE type or combinations of multiple statistic functions and filters for 4+ components (up to a maximum of three (3) metrics). For more complex support beyond the scope of WA Support, Customer may be referred to Wrike Professional Services to adequately scope and quote Professional Services Solution Architect SOW for Customer’s review.
b. Purchasing WA Support
If Wrike Support determines WA Support is appropriate based on Customer’s intake form, Customer will have the option to purchase WA Support via a separate Order Form.
c. Scheduling and Receiving WA Support
Upon Wrike’s receipt of a valid Order Form outlining the purchase of WA Support, Customer will receive a calendaring link (via email) with instructions on how to schedule its first session with a Wrike Support agent.The first session shall aim to address the issue identified in Customer’s intake form.Unless otherwise agreed in writing by Wrike, at Wrike’s sole discretion, the first session must be scheduled no later than four (4) weeks from the Order Form Effective Date (“First Scheduling Window”).
At the conclusion of the first session, WA Support will determine if a second session is needed to resolve the issue Customer described in its intake form.Examples of when a second session may be needed include, but are not limited to, scenarios where Customer is configuring its Wrike Analyze widgets and may need time to complete action-items given during the first session or other issues requiring Customer or Wrike follow-up discussed during the first session.If Wrike determines a second session is required, Customer will receive another calendaring link (via email) with instructions on how to schedule the second session with WA Support. Unless otherwise agreed in writing by Wrike, at Wrike’s sole discretion, the second session must be scheduled no later than four (4) weeks from completion of the first session (“Second Scheduling Window”).
d. Completion of WA Support
If Customer does not comply with the First Scheduling Window, WA Support shall be deemed delivered and completed and there shall be no refunds or credits for any prepaid but unused Fees (and all outstanding WA Support balances shall become immediately due and owing). If Customer does not comply with the Second Scheduling Window, WA Support is deemed delivered and there shall be no refunds or credits for any prepaid but unused Fees (and all outstanding WA Support balances shall become immediately due and owing). Customer acknowledges and agrees that if WA Support is able to resolve Customer’s issue in only one session, the second session is automatically deemed complete without refund or credit.
II. Professional services terms & conditions
Professional services terms & conditions can be found here.