This Fivetran Support Policy (“Policy”) is subject to the applicable agreement between Fivetran Inc. and Customer pursuant to which Fivetran provides access to the Fivetran Products (“Agreement”). This Policy describes Fivetran’s support offering provided by its support team in connection with tickets submitted via Fivetran’s support portal at https://support.fivetran.com and related to the Fivetran Product. Terms capitalized but not defined herein have the meaning set forth in the Agreement. Fivetran may update this Policy, including the additional terms of maintenance and support for Fivetran HVR (“HVR”), from time to time.

Fivetran Support

Fivetran maintains, at all times, a sufficient number of trained and qualified support engineers to perform technical support and maintenance services as described below.

To submit a valid support request, Customer must: (1) identify the connection that experienced the error, (2) include information sufficiently detailed to allow Fivetran to attempt to replicate the issue (including any relevant error messages), and (3) provide contact information for the person most knowledgeable about the request (even if that person may not be a Customer employee, but instead is a third party who manages the data infrastructure). If Customer submits a ticket that requests product enhancements or feature requests, the support team will notify the Customer and provide information so that Customer may send those requests to the appropriate team.

When Fivetran receives a valid support request, Fivetran will assign each a severity level according to the following criteria:

A Fivetran agent will respond to your request in accordance with the Severity assigned as follows:

* Fivetran will respond to requests within 48 hours.  Fivetran uses commercially reasonable efforts to respond to requests as they come in, so Customers may receive a response in a shorter amount of time.

Exclusions

Fivetran may make certain connectors available that have been developed by someone other than Fivetran, including those connectors identified as Partner Built or those built using the Connector SDK. Such connectors are excluded from this Policy and Fivetran does not offer Maintenance and Support Services (defined below) for them. Instead, support for these connectors may be provided by the third party according to the service level agreements that it may have with its customers, or handled by the Customer using the Connector SDK. Because these connectors may be maintained and supported by a third party, rather than Fivetran; they will not be eligible for any credits or claims under a Fivetran Service Level Agreement.

Additional Terms of Maintenance and Support for Fivetran HVR

During the Term, and provided that Customer is not in breach of its payment obligations hereunder, Fivetran shall provide maintenance and support services to Customer as described below (“Maintenance and Support Services”). 

1. Definitions.

“Error” means a demonstrable and repeatable event in an unmodified version of HVR which does not behave in the manner described by the Documentation and which renders HVR inoperative and causes failure of HVR in a production environment.

“Error Correction” means the use of commercially reasonable efforts to correct an Error as described in the “Error Correction” section below. 

“Update” means the repair, fix, workaround or replacement of object or executable code versions of HVR to remedy an Error.

“Major Version” means the first number in the HVR release version. For example, release 6.1.0 relates to Major Version 6.  

“Minor Version” means the first two numbers in the HVR release version. For example, release 6.1.0 is the Minor Version 6.1, relating to Major Version 6. 

“Patch release” is an incremental fix to HVR designed to address minor functionality, security, or feature improvements that do not rise to the level of requiring a new Minor Version. For example, release 6.1.0/19 denotes incremental Patch release 19 to version 6.1.0. 

2. Coverage. Upon payment to Fivetran of the applicable Fees, Fivetran shall provide Maintenance and Support Services to Customer as follows:

2.1 General Support Description. General Support: means access to Fivetran Maintenance and Support Services through the support portal, or other designated channel, for purposes of problem intake and general guidance in use of major features of HVR. 

2.2 Fivetran Maintenance and Support Terms. Fivetran shall provide Customers with the appropriate level of support in accordance with the terms of the Agreement and as outlined in this Support Policy. Customer technical support staff must be capable of performing installation and configuration support, answering technical inquiries regarding HVR software and performing hardware problem determination. Upon notification of an Error, Customer shall grant Fivetran reasonable remote access to the computer system(s) on which HVR operates, HVR and all Documentation and records, and shall, upon Fivetran’s reasonable request, provide assistance (including sample output and other diagnostic information) in order for Fivetran to adequately provide the support services. Customer will provide the means for remote access as specified by Fivetran, free of charge. Any delays in Fivetran’s diagnosis of Errors caused by the failure of Customer to (timely) allow Fivetran access to the Software, will not be considered as a default in the performance of Fivetran’s obligations.

3. Place of Performance. Fivetran shall provide all Maintenance and Support Services from Fivetran’s locations.

4. Updates to HVR. Fivetran will provide Customer with Updates as they become available and as it deems necessary to address or correct Errors with HVR. Customer agrees to install all Updates within 60 days from being made available by Fivetran. A Minor Version is supported for 3 years from its General Availability (GA) release date (“Standard Support Period”). A Patch release (e.g. 6.1.0/19 or 6.1.0/20) does not prolong the Standard Support Period. For example, if HVR version 6.1 will expire at date X, then that date will not be extended if version 6.1.0/19 is released a year later. However, when version 6.2 becomes available a new 3 year Standard Support Period begins. Fivetran shall not be responsible for correcting any Error(s) if Customer fails to incorporate any available Updates provided to Customer by Fivetran. The applicable Standard Support Period (and Extended Support period where applicable) is set forth at: https://fivetran.com/docs/hvr5/introduction/hvr-5-release-life-cycle (for HVR 5) and https://fivetran.com/docs/hvr6/getting-started/release-life-cycle (for HVR 6).

5. Extended Support; Discontinuing HVR. Beyond the Standard Support Period, Customer may purchase 2 additional years of support for the final Minor Version of every Major Version released by Fivetran (“Extended Support”). During the Extended Support period, Fivetran will only provide Error Correction support as described in Section 7. Fivetran shall not be responsible for correcting any Error(s) if Customer fails to incorporate any available Updates provided to Customer by Fivetran.

In the event Customer continues to use HVR beyond the Extended Support period, Customer uses HVR “as-is” and Fivetran is under no obligation to release Patches or otherwise provide Updates to that version of HVR. For example, if Customer has a valid license and continues to use HVR version 5.7.0 beyond the Standard and Extended Support periods, Fivetran is under no obligation to release Updates or Patches, but will provide Customer with commercially reasonable assistance in finding Workarounds to the reported Error. 

So long as Customer is in compliance with the Agreement, it may continue to use that version of HVR until Fivetran, in its sole discretion, discontinues it. In the event Fivetran decides to discontinue a Major or Minor Version of HVR, it will provide Customer with 12 months advanced notice of the date at which HVR will no longer be offered and no longer available for Customer’s use. In such a case, Customer will have the option to switch to a newer, supported version of HVR at then-current rates or to discontinue its use of the HVR version in question. 

6. Updates to Documentation. Fivetran shall provide revised and/or updated documentation related to HVR (in the same amount and media as originally provided) to correspond to any changes (including Updates) made to HVR, within a reasonable time of such changes.

7. Error Correction. Fivetran shall exercise commercially reasonable efforts to correct any Error reported by Customer. Error Correction may also take place by providing Customer with written instructions to bypass the Error if this can take place without additional costs or substantial inconvenience to Customer (a “Workaround”). In the event of an Error, Fivetran shall work to resolve the Error in accordance with the then current Support Policy.

8. Exclusions. The following are excluded from Fivetran’s Maintenance and Support Services obligations: (a) HVR software that is used on or in conjunction with hardware or software other than as specified in the documentation provided by Fivetran or unauthorized use of HVR; (b) altered or modified HVR software, unless altered or modified by Fivetran; (c) defects in HVR due to accident, hardware malfunction, abuse or improper use, or use in a manner not permitted by the End User License Agreement; (d) any version of HVR for which Maintenance and Support Services have been discontinued by Fivetran; (e) evaluation software or other software provided at no charge; and (f) any HVR software sold separately by Fivetran, including, without limitation, consulting code, unless generally made available to end users at no additional charge for the applicable HVR software. Fivetran shall be entitled to charge for other services and error corrections not covered by the Maintenance and Support Services in accordance with Fivetran’s then current price list.

9. Report. Any reports or escalations to Fivetran Technical Support must contain the following information:

• Clear problem description, with supporting documentation such as HVR and Operating System (OS) error messages
• Severity Level and reason for classification
• A reproducible trigger scenario which causes the Error to occur, or, access to a facility where the Error can be reproduced, or, debug notes defining steps taken to produce a trigger scenario.
• Server configuration information (OS version and revision level, patches included and levels, hardware configuration, Fivetran configuration information, hardware and software configuration files)
• Steps taken to resolve Customer issue

Fivetran Service Level Agreement (SLA)

Fivetran offers Customers the SLA available online at fivetran.com/legal/sla, as applicable.