Service Level Agreement

Last updated Sept 17, 2020

  • For Standard and Enterprise Plan Level Customers, Fivetran guarantees that at least 99.9% of the time, the Core Services will be available and operational. 

  • For Enterprise Plan Level Customers, for properly setup connector services, Fivetran guarantees to reliably load data on schedule at least 99.9% of the time.

INTRODUCTION

This SLA applies to the (a) availability of Fivetran’s Core Services, and (b) Fivetran’s Data Delivery Services for connections 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. Any modifications to the terms of this SLA will not be effective during the initial term of Customer’s subscription; however, if Customer renews its subscription, the version of this SLA that is current at the time of renewal will apply throughout the renewal term. Fivetran will provide at least 90 days’ notice for adverse material changes to this SLA.

GENERAL TERMS

Definitions

Applicable Monthly Service Fees” -  means 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 Pipeline Minutes” - All of the minutes that a single Fivetran pipeline is turned on or activated during the month of a Downtime.

"Service Credit" - is the percentage of the Applicable Monthly Service Fees credited to Customerfollowing Fivetran’s claim approval.

Service Credit Percentage” means for every hour of Downtime, the percentage of the Applicable Monthly Service Fees applied back to the Customer in the form of Service Credits.

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 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, they 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. Customer may not unilaterally offset Applicable Monthly Service Fees for any performance or availability issues.

Core Services

Service Credits for Core Services that are given for Downtime for Core Services experienced may not be redeemed for cash and may not exceed 25% of the total monthly 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 in the form of Fivetran Credits 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, the Customer will receive the same Service Credit, not multiple credits.

Data Delivery

Service Credits for Data Delivery may not be redeemed for cash, and may not exceed 50% of the total monthly fees paid to Fivetran for the affected connector in the month that the incident occurred. Service Credits will be credited to Customer’s account in the form of Fivetran credits 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 other reasons beyond Fivetran’s reasonable control.

  • If Fivetran’s cloud vendor (GCP, or AWS) 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 warehouses.

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

Definitions

Core Services” - means following Core Services, with their Monthly Uptime Percentage, and Service Credit Percentages are applicable to Customers who have purchased Core Service SLA:

Downtime” - When a Core Service, described below in the table in Monthly Uptime Percentage, is unavailable. For example, for Fivetran’s Web Application, if a user tries to access it and receives a 404 page, or the application will not load it is considered unavailable. Downtime is measured in minutes.

"Maximum Available Monthly Minutes" - is the absolute maximum number of Monthly Pipeline Minutes across all of Customer’s Services, that is not to exceed the total minutes in an average month (43,000).

For example, if Customer has two pipeline services, Salesforce, which ran for a total of 30,000 minutes, and Marketo, which ran for 23,000, Customer’s Maximum Available Monthly Minutes would equal 30,000.

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

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

Uptime for Core Services is monitored via status.fivetran.com.  

Service Credit Calculation”  - If a service is considered to be down longer than the Monthly Uptime Percentage, and if Customer has purchased Fivetran’s Uptime SLA, Customer will accrue Service Credits. Service Credits for Core Services is represented by the following formula: 

SERVICE CREDITS = DOWNTIME * APPLICABLE MONTHLY SERVICE FEES * SERVICE CREDIT PERCENTAGE

Example Calculation:

In April, Customer uses a total of 100 Fivetran Credits, costing a total of $100 (Applicable Monthly Service Fees). During that month Fivetran’s Web Application was unavailable for 4.27 hours due to a server failure. For every hour of the 4.27 hours of Downtime that Core Services experienced, 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.

$4.27 (Service Credits) = 4.27 Hours (Downtime for Core Services ) * $100 (Application Monthly Service Fees) * 1% (Service Credit Percentage)

DATA DELIVERY SERVICES

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

Definitions

Allowed Downtime Interval” - 12 hours is added to the Normal Update Time for Fivetran to successfully sync a connector before Customer starts accruing Downtime. A Data Delivery SLA is a guarantee that Fivetran will load data on a regular interval, which is defined as the combined total time of the Normal Update Time added onto the Allowed Downtime Interval. 

Data Delivery Services” – means any data connectors that are loading data through Customer’s Fivetran account. Customer’s connectors are only included in this SLA if Customer has purchased the Data Delivery SLA for its current term.

For a Service to be covered by this Data Delivery SLA, each table from a data source must be proven capable of syncing to Customer’s target warehouse by: successfully syncing the initial data load, and then successfully syncing the fewer times of 48 incremental successful loads (approximately 2 days of syncs based on average 1 hour sync intervals) or 5 consecutive days of incremental successful loads.

The following types of Data Delivery Services, with their Monthly Uptime Percentage, and Service Credit Percentages are applicable to Customers who have purchased Fivetran’s Data Delivery SLA:

Downtime” - Downtime for Data Delivery will begin to accrue after the service has not been successfully loading data into Customers target destination for the length of the Normal Update Time plus the Allowed Downtime Interval. The Allowed Downtime Interval for Data Delivery Services is 12 hours + the connector’s Normal Update Time, which can be found on a rolling 30 day average within the Fivetran dashboard. 

Example Calculation:

For example, if the affected connector’s Normal Update Time was 2 hours, then the Allowed Downtime Interval would be 12 + 2 = 14 hours, and the Customer would not start accruing Downtime until 14 hours after data loading stopped. In order to be eligible for downtime, the connection must (a) be completely broken / not loading data at all, or (b) more than 15% of tables do not load during the Normal Update Time for the Service. 

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

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

Downtime for Data Delivery is monitored via Fivetran logs at fivetran.com/dashboard or 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.

Service Credit Calculation” - If a service is considered to be down longer than the Monthly Uptime Percentage, if Customer has purchased Fivetran’s Uptime SLA, Customer will accrue Service Credits. Service Credits are calculated as:

SERVICE CREDITS = DOWNTIME * APPLICABLE MONTHLY SERVICE FEES * SERVICE CREDIT PERCENTAGE

Example Calculation:

In April, Customer consumed 417 Fivetran Credits to load data for Customer’s Salesforce connector service, costing $417 (Applicable Monthly Service Fees). During that month Customers Salesforce connector experienced a loading error, and was unable to load data for 16.7 hours past the Allowed Downtime interval and the Normal Update Time. For every hour of the 16.7 hours of Downtime experienced for Customer’s Salesforce Connector, Customer is credited back 0.25% of the $417 against Customer’s usage of Fivetran services in May or future months for a total of $17.40.

$17.40 (Service Credits) = 16.7 Hours (Downtime) * $417 (Application Monthly Service Fees) * 0.25% (Service Credit Percentage)

Normal Update Time” – the average time between successful syncs over the previous 14 days, as specified on the connector page within the Fivetran application dashboard. Normal Update Time is not available until there have been 48 successful incremental loads.

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