What You Can Expect From the Fivetran Support Team
When you continuously replicate billions of rows of data, sometimes you might need a little extra help. We're here 24/7 to fix them and we want to delight you in the process. You can report incidents and submit support requests by signing into Fivetran’s support portal at https://support.fivetran.com . On receiving a support request, a Fivetran support agent will be assigned to the case.
Fivetran Support Policy
The Fivetran Support team is working towards meeting or beating 100% of our Initial Response Time goals.
To provide the promised level of support, Fivetran maintains, at all times, a sufficient number of trained and qualified support agents to perform technical support and maintenance services.
A Fivetran agent will respond to your request in accordance with the Severity assigned as follows:
|
Fivetran Starter |
Fivetran Standard Select and Standard |
Fivetran Enterprise and Business Critical orHVR Gold and Premium |
|
|
24/7 Global Coverage |
All Severity Levels |
All Severity Levels |
|
|
Initial Response Time |
|||
|
Severity Level 1 (Urgent) |
4 hours |
4 hours |
1 hour |
|
Severity Level 2 (High) |
8 hours |
8 hours |
4 hours |
|
Severity Level 3 (Normal) |
16 hours |
16 hours |
8 hours |
|
Severity Level 4 (Low Severity) |
24 hours |
24 hours |
8 hours |
|
Service Level Agreements (https://www.fivetran.com/legal/sla) |
|||
|
Core Services SLA |
N/A |
Included |
Included |
|
Data Delivery SLA |
N/A |
N/A |
Included |
Initial Response Time
This is the time taken by a support agent to respond via email to any issue once submitted. This does not include the automated notification via email that you receive upon issue submission.
Support Request Severity Levels
|
Severity |
Definition |
|
Severity Level 1 (Urgent) |
All or a substantial portion of your mission-critical data is at significant risk of loss or corruption or a substantial loss of availability of the Fivetran or HVR application. |
|
Severity Level 2 (High) |
A major milestone is at risk. Ongoing and incremental connectors are affected and/or the ability to use the Fivetran or HVR application. A temporary workaround is available. |
|
Severity Level 3 (Normal) |
There is a medium-to-low impact on the Fivetran or HVR platform, but you can still access and use some functionality of the Fivetran or HVR application. |
|
Severity Level 4 (Low Severity) |
There is a minimal impact on your access to and use of the Fivetran or HVR application. |