Service Level Agreement
For Software Uptime

During the active period of Customer’s Service Subscription under the relevant agreement for Covered Services (defined below) between Wrike, Inc. ("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 Covered Services. Capitalized terms not defined herein have the same meaning as the same or substantially equivalent term in the Agreement.

A. Definitions

"Outage": Any period during which the Covered Services are unavailable to Customer, excluding Routine and Scheduled Maintenance, Customer-caused interruptions, or Force Majeure Events.

"Force Majeure Event": Any condition or event beyond Wrike’s reasonable control including, but not limited to, natural disasters, governmental actions, third-party service failures, or any other condition or event causing an interruption in Covered Services notwithstanding Wrike’s reasonable efforts to mitigate against the effects of such condition or event.

“Routine Maintenance”: Maintenance defined to occur on a fixed schedule (non-working hours) and on a recurring basis without prior notification to Customers. As of the date indicated above this SLA was last updated, Routine Maintenance will occur on the following schedule: 

• US Data Centers: Every Saturday and Sunday from 2AM to 8AM PST
• EU Data Center: Every Saturday and Sunday from 9AM to 5PM CEST

"Scheduled Maintenance": Planned service interruptions with prior notification to Customers.  Whenever possible, Scheduled Maintenance will be announced from within the Covered Services at least one (1) week in advance of the anticipated downtime and will be performed during typical non-working hours (e.g., on a Saturday and/or Sunday).

"Covered Services": Wrike’s (but not its Affiliates’) hosted, on-demand, cloud-based service offerings available at https://www.wrike.com and subscribed to by Customer, as identified in an Order Form.

B. Measuring the Monthly Uptime Percentage

The Monthly Uptime Percentage is calculated using the formula:

Monthly Uptime Percentage = [(Total Measurable Minutes - Outage Minutes) / Total Measurable Minutes] × 100.

Here, "Total Measurable Minutes" represents the total minutes in the period minus any planned unavailability (e.g., maintenance, upgrades), and "Outage Minutes" is the combined duration of all outages during the period. For example, if there are 2,152 possible available hours and 2,150 hours are actually available, the calculation would be:

[(2,150 × 60) - (2 × 60)] / (2,152 × 60) × 100 = 99.9%.

C. Outage

An “Outage" is defined as two consecutive failures to reach the Covered Services within a five-minute period, lasting until the condition has cleared. The following items are explicitly excluded from the Uptime Guarantee:

• Global or widespread Internet congestion, slowdown, or unavailability;
• Unavailability of national and worldwide internet backbone providers or major internet exchange points;
• Distributed Denial of Service (DDoS) attacks or other cyber attacks affecting large portions of the backbone internet infrastructure;
• Force majeure events as may be described herein and in the Agreement;
• Actions or inactions of Customer or third parties beyond the control of Wrike, unless undertaken at the express direction of Wrike;
• Result of Customer’s equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Wrike;
• During times of Routine Maintenance. For purposes of clarity, Wrike reserves the right to perform Routine Maintenance during these hours without prior notification to Customers. Routine Maintenance is performed, when possible, in a non-disruptive manner. In rare instances, Customer may be unable to access the Covered Services for the short periods of time during Routine Maintenance; and
• During times of Scheduled Maintenance. Scheduled Maintenance is performed, when possible, in a non-disruptive manner. In rare instances, Customer may be unable to access the Covered Services for the short periods of time during Scheduled Maintenance.

D. Service Credits

In the unlikely event that Wrike fails to meet its Uptime Guarantee for any calendar month, Customer shall be eligible to receive additional days of Covered Services, free of charge, under the Agreement (the “Service Credit”) as follows:

In order to be eligible to receive a Service Credit, Customer must request such Service Credit from Wrike no later than thirty (30) days following the end of any month Customer believes that the Uptime Guarantee was not met, in which case (a) Service Credits will be applied as a pro-rata credit to the next applicable invoice for Order Form(s) that automatically renew, or (b) Service Credit will be added to the then-current Order Form extending the then-current Subscription Term as outlined above. Service Credits not requested within such thirty (30) day period will be automatically forfeited. Service Credits shall be Customer’s sole remedy for Wrike’s failure to meet the Uptime Guarantee. The maximum number of Service Credits to be issued to Customer for any month in which Wrike’s Uptime Guarantee has not been met shall be thirty (30) days, as indicated in the table above.

E. Reporting

• System status, maintenance schedules and Outage reporting are available at https://status.wrike.com/.
• Upon Customer’s written request, Wrike will provide the then-applicable Monthly Uptime Percentage report to Customer for Customer’s review.

F. Exclusions

This SLA does not apply to:

• Downtime caused by Customer’s misuse, unauthorized modifications, or third-party integrations;
• Issues arising from Customer’s failure to meet system requirements outlined in the Agreement;
• Force Majeure Events including downtime of third-party suppliers highlighted as Wrike cloud Sub-processors, available at https://www.wrike.com/legal/subprocessors-list/
• Downtime of any service other than the Covered Services. This exclusion applies to the Klaxoon service, a service company recently acquired by Wrike notwithstanding  integration of the Klaxoon service with the Covered Services. Integration of the Klaxoon service with the Covered Services requires separate activation by the Customer and facilitates seamless connectivity and data exchange between the respective platforms, thereby enabling users to utilize the functionalities of both the Covered Services and the Klaxoon product.
  • Klaxoon operates under its own security framework, distinct from this SLA, and is governed by a separate document. Klaxoon’s obligations are available at https://klaxoon.com/solutions-trust-center
  • Customer acknowledges its availability is managed independently via the referenced resources.

G. Miscellaneous

• Wrike may update or make changes to the terms of this SLA including, without limitation, its Routine Maintenance schedule, from time to time for valid reasons, such as adding new functions or features to the Covered Services, 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 SLA may be reviewed at https://www.wrike.com/legal/enterprise-wsla/ and will be identified by the last updated date). Customer’s continued access to and use of the Covered Services after the changes have been implemented constitutes acceptance of the changes and the then-current terms. When material changes to the terms of the Agreement and/or this SLA are made, Wrike will provide Customer with notice as appropriate under the circumstances, e.g., by displaying a prominent notice within the Covered Services or by sending Customer an email. Customer’s continued access to and use of the Covered Services after such notice and implementation of the changes will constitute Customer’s acceptance of the changes and the then-current terms.