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Service Level Agreement

Effective November 1, 2022

View legacy Service Level Agreement valid through October 31, 2022.

For Standard, Enterprise, and Business Critical Plan Level Customers, Fivetran guarantees that at least 99.9% of the time, the Core Services will be available and operational.
For Enterprise and Business Critical Plan Level Customers, for properly setup connectors, Fivetran guarantees to reliably load data on schedule at least 99.9% of the time.

INTRODUCTION

This SLA applies to (a) the availability of Fivetran’s Core Services, and (b) Fivetran’s Data Delivery Services for connectors to Customer data sources, both as described in this SLA. If Fivetran does not achieve and maintain the service levels for each Service as described in this SLA, then Customer may be eligible for a credit towards a portion of its monthly service fees. Fivetran may update the terms of this SLA from time to time. The then-current terms of this SLA are available at https://www.fivetran.com/legal/sla.

GENERAL TERMS

Definitions

The meaning of capitalized terms not defined in this Service Level Agreement can be found in the MSA.

“Applicable Monthly Service Fees” are the total fees actually paid by Customer for a Service that are applied to the month in which a Service Credit is owed. For Data Delivery Services, this will be each individual service affected by Downtime, for example a specific connector like Salesforce, or Mailchimp.

“Monthly Connector Minutes” are all of the minutes that a single Fivetran connector is turned on or activated during the month when Downtime (defined below) occurs.

"Service Credit" is the percentage of the Applicable Monthly Service Fees credited back to Customer following Fivetran’s claim approval.

“Service Credit Percentage” is the percentage of the Applicable Monthly Service Fees applied back to Customer, for every 60 minutes of Downtime, in the form of a Service Credit.

Terms

Claims

Customer must submit claims to Fivetran customer support at support.fivetran.com along with all information necessary for Fivetran to validate each claim, including: (i) a detailed description of the incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of Customer’s attempts to resolve the incident.

Fivetran must receive the claim within two months of the end of the month in which the incident occurred. Fivetran will evaluate all reasonably available information and make a good faith determination of whether a Service Credit is owed. Fivetran will use commercially reasonable efforts to process claims within 45 days of receipt. Customer must be in compliance with the Agreement to be eligible for Service Credits. If a Service Credit is owed to Customer, Fivetran will apply the Service Credit to Customer’s subsequent service term or to any additional Services added during the current term.

If Customer experiences Downtime for multiple Services, it must submit a separate claim for each Service. For example, if Customer experienced Downtime for both Salesforce Data Replication and MySQL Data Replication, Customer could be eligible for two separate Service Credits for Data Delivery (one for each Service), by submitting two claims under this SLA. Service Credits are Customer’s sole remedy for performance or availability issues for any Service under the Agreement and this SLA.

Service Credits

Service Credits are Customer’s sole and exclusive remedy for any performance or availability issues for any Service under the Agreement and this SLA. Customers may not unilaterally offset Applicable Monthly Service Fees for any performance or availability issues.

Core Services

Service Credits given for Downtime related to Core Services may not be redeemed for cash and may not exceed 25% of the Applicable Monthly Service Fees paid to Fivetran in the month that the incident occurred, and may not exceed 10% of annualized fees paid for the current term. These lower limits are due to the fact that Data Delivery Services can still perform while the API or Web Application are experiencing downtime. Service Credits will be credited to Customer’s account against Applicable Monthly Service Fees at Customer’s current plan level.

Note: With Fivetran, not all Core Services are directly correlated with Data Delivery Services. For example, Fivetran’s Web Application and APIs could be down and Fivetran could still be delivering data on schedule. In addition, Fivetran’s replication servers could be available, but data is not being delivered due to load errors, source API issues, etc.

If one Core Service has Downtime, Customer will receive a Service Credit as outlined above even if the other Core Services are working. If more than one Core Service is down concurrently, Customer will receive the same Service Credit, not multiple credits.

Data Delivery

Service Credits given for Downtime related to Data Delivery may not be redeemed for cash, and may not exceed 50% of the Applicable Monthly Service Fees paid to Fivetran for the affected connector in the month that the incident occurred. Service Credits will be credited to Customer’s account against Applicable Monthly Service Fees at Customer’s current plan level.

Limitations

Downtime does not include Service unavailability due to the following:

Maintenance requested by Customer, scheduled maintenance or unscheduled emergency maintenance, either by Fivetran or by third-party providers. Fivetran will provide seven days’ advance notice in writing or by e-mail of scheduled maintenance, not to exceed 24 hours per month.
Failure of equipment, software or other parts of the Services not listed as a Core Service or Data Delivery Service.
Outages of third party connections or utilities or any other reasons beyond Fivetran’s reasonable control.
If Fivetran’s cloud vendor (GCP, AWS, or Microsoft Azure) experiences downtime, Customer does not accrue Downtime for Core Services during this downtime period.
The Customer uses equipment, software or Services in a way that is not recommended by Fivetran.
The Customer has delayed, hindered or prevented Fivetran from providing Services, such as removing Fivetran’s access to Customer data sources or destinations.
The Service has become unavailable as a result of unsupported equipment, software or other third-party services which are not fully functional, which includes but is not limited to undocumented API changes, API limits, or sync failures due to new or changed data that disrupts the schema mapping rules.
Customer’s breach of any of its agreements with Fivetran, or Fivetran’s responses thereto.
The Service is a private preview or beta release or other pre-production release of a component of the Services.

SLA DETAILS

CORE SERVICES SLA

Fivetran offers this Core Services SLA for Customers who purchase a pricing plan that includes this option as specified on Customer’s executed Order Form.

Definitions

“Core Services” and Fivetran’s commitments for Monthly Uptime Percentage and Service Credit Percentage for each Core Service are as follows:

CORE SERVICE	DESCRIPTION	MONTHLY UPTIME PERCENTAGE	SERVICE CREDIT PERCENTAGE
Web Application	Fivetran’s web application for accessing, viewing, and controlling Fivetran services.	99.9%	1%
API	Fivetran’s REST API for programmatically controlling Fivetran services.	99.9%	1%
Replication Servers	Fivetran’s replication servers that run Fivetran data replication services.	99.9%	1%

“Downtime” for Core Services is that period of time, measured in minutes, when a Core Service is unavailable. For example, Fivetran’s Web Application is considered unavailable and accrues Downtime if a user tries to access it and receives a 404 page, or the Web Application will not load. Downtime for a Core Service may only be accrued for Customers that have been subscribed to Fivetran Services for the entire month in which the Downtime occurred.

"Available Monthly Minutes" are the total amount of minutes in a full month where Downtime for a Core Service occurred.

“Monthly Uptime Percentage” for Core Services is calculated as: Monthly Connector Minutes less Downtime divided by the Available Monthly Minutes. Monthly Uptime Percentage is represented by the following formula:

MONTHLY UPTIME % = (AVAILABLE MONTHLY MINUTES - DOWNTIME) / AVAILABLE MONTHLY MINUTES

“Service Credit Calculation” If a Core Service’s Downtime results in a Monthly Uptime Percentage below our 99.9% commitment, and if Customer has purchased a plan that includes this SLA, Customer will accrue Service Credits. Service Credits for Core Services are represented by the following formula:

SERVICE CREDITS = (DOWNTIME / 60) * APPLICABLE MONTHLY SERVICE FEES * SERVICE CREDIT PERCENTAGE

Example Calculation:

In April, Customer uses a total of $100 in Applicable Monthly Service Fees. During that month, Fivetran’s Web Application was unavailable for 256 minutes (4.27 hours) due to a server failure. For every 60 minutes of the 256 minutes of Downtime that Core Services experienced in April, Customer is credited back 1% of the $100 against Customer’s usage of Fivetran services in May, or future months, for a total of $4.27 Service Credit.

$4.27 (Service Credits) = (256 min / 60) (Downtime for Core Services ) * $100 (Applicable Monthly Service Fees) * 1% (Service Credit Percentage)

DATA DELIVERY SERVICES

Fivetran offers this Data Delivery SLA for Customers who purchase a Service plan that includes this option as specified on Customer’s executed Order Form.

Definitions

“Data Delivery Services” refer to Customer’s connectors, which, through Customer’s Fivetran account, connect, process, and sync data from a Source to a Destination. Depending on the Customer’s configuration of a connector, this can happen every 5 mins to every 24 hours. Customer’s connectors are only included in this SLA if Customer has purchased a Plan that includes the Data Delivery SLA for its current term.

For a connector to be covered by this Data Delivery SLA, each table from a data Source must be proven capable of syncing to Customer’s target Destination by successfully syncing the applicable data for 5 consecutive days.

The Monthly Uptime Percentage for Data Delivery Services is 99.9%, the Service Credit Percentage is 0.25%.

“Downtime” is the period of time, measured in minutes, between when a connector fails to sync data and the next successful sync of data.

Downtime for Data Delivery Services is monitored via Fivetran logs at fivetran.com/dashboard, via the Fivetran Log Connector, or via Fivetran’s log service that exports service logs to Customer’s designated log service, such as AWS Cloudwatch.

A description of log events can be found here: https://fivetran.com/docs/logs#logevents

Example Downtime Calculation:

The example below outlines how to calculate Downtime for a connector for the month of March (31 days/744 hours/44,640 minutes) with an expected configured schedule to sync data every hour.

The times below are presented in a “sync_start” - “sync_end” format:

Sync time: 1:01pm - 1:35pm. "status" : "SUCCESSFUL"

Sync time: 2:00pm - 2:15pm. "status" : "SUCCESSFUL"

Sync time: 3:02pm - 3:05pm. "status" : "FAILURE"

Sync time: 4:01pm - 4:33pm. "status" : "SUCCESSFUL"

Sync time: 5:00pm - 5:22pm. "status" : "FAILURE"

Sync time: 6:03pm - 6:32pm. "status" : "FAILURE"

Sync time: 7:01pm - 7:40pm. "status" : "SUCCESSFUL"

Downtime: (4:33pm - 3:05pm) + (7:40pm - 5:22pm) = 3.77 hours (226 minutes)

“Monthly Uptime Percentage” for Data Delivery Services is calculated as Monthly Connector Minutes for the affected connector less Downtime divided by Monthly Connector Minutes for that affected connector. Monthly Uptime Percentage is represented by the following formula:

MONTHLY UPTIME % = (MONTHLY CONNECTOR MINUTES - DOWNTIME) / MONTHLY CONNECTOR MINUTES

Building on the March example calculation above, Monthly Uptime % = (44,640 minutes - 226 minutes) / 44,640 minutes = 99.49%

“Service Credit Calculation” If a connector’s Downtime results in a Monthly Uptime Percentage below our 99.9% commitment, and if Customer has purchased a plan that includes this SLA, Customer will accrue Service Credits. Service Credits are calculated as:

SERVICE CREDITS = (DOWNTIME / 60) * APPLICABLE MONTHLY SERVICE FEES * SERVICE CREDIT PERCENTAGE

Example Calculation:

In March, Customer consumed $1,847 in Applicable Monthly Service Fees to sync data for Customer’s Salesforce connector. During that month, the Customer's Salesforce connector experienced a sync error, and was unable to sync data for 226 minutes. For every 60 minutes of the 226 minutes (3.77 hours) of Downtime experienced for Customer’s Salesforce connector, Customer is credited back 0.25% of the $1,847 against Customer’s usage of Fivetran services in September or future months for a total of $17.39.

$17.39 (Service Credits) = (226 min / 60 )(Downtime) * $1,847 (Applicable Monthly Service Fees) * 0.25% (Service Credit Percentage)

Table of Contents

introduction
general terms
terms
limitations
sla details
data delivery services

View legacy Service Level Agreement valid through October 31, 2022.