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. |