Service Level Agreement
For Software Uptime

A. Service Availability

During the then-current Term of the applicable Wrike agreement between Wrike and the Customer specified on the applicable Order Form (together, with its governing Terms & Conditions, the “Agreement”), the Wrike product delivered via HTTPS at https://www.wrike.com (the “Wrike Service”) will be operational and available to Customer at least 99.9% of the time in any calendar month (the “Uptime Guarantee”). Any unscheduled outage, unexpected disruptions, or downtime without prior notification to Customer will be included in calculating the Monthly Uptime Percentage; provided, however that items outlined below in Section C will not be used to measure against the Monthly Uptime Percentage.

B. Measuring the Monthly Uptime Percentage

The Monthly Uptime Percentage will be measured by the following methodology: using the measurable minutes in the period (total time minus planned unavailability of the software, including maintenance, upgrades, etc.) as the denominator; the numerator is the denominator value minus the time of any outages in the period (duration of all outages combined) to give the percentage of available uptime (e.g., 2,150 actual hours available/2,152 possible available hours = 99.9 availability).

C. Outage

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

1. Overall internet congestion, slowdown, or unavailability;
2. Unavailability of generic Internet services (e.g., DNS servers) due to virus or hacker attacks;
3. Force majeure events as may be described in the Agreement;
4. Actions or inactions of Customer or third parties beyond the control of Wrike, unless undertaken at the express direction of Wrike;
5. Result of Customer’s equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Wrike;
6. Routine Maintenance, which is defined as every Saturday and Sunday from 2AM to 6AM PST (“Routine Maintenance”). For purposes of clarity, Wrike reserves the right to perform Routine Maintenance during these hours without prior notification to Customers. In rare instances, Customer may be unable to access the Wrike Service during Routine Maintenance; and
7. Scheduled Maintenance, which will be scheduled in advance and posted on the Wrike Service prior to the suspected downtime (“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 service, 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

Upon Customer’s written request, Wrike will provide the then-applicable Monthly Uptime Percentage report to Customer for Customer’s review.