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 HVR/PD Software, from time to time.
Fivetran Support
Fivetran maintains, at all times, trained and qualified support engineers to perform technical support and maintenance services to our worldwide Customers as described below.
To submit a valid support request, Customer must: (1) identify the connector 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, our team will assign a severity level according to the following criteria:
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Severity |
Definition |
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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 Product, including On-Prem Software. |
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Severity Level 2 (High) |
A major milestone is at risk. Ongoing and incremental connectors are affected and/or the ability to use the Fivetran Product, including On-Prem Software. A temporary workaround is available. |
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Severity Level 3 (Normal) |
There is a medium-to-low impact on the Fivetran Product, but you can still access and use some functionality of the Fivetran Product, including On-Prem Software. |
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Severity Level 4 (Low Severity) |
There is a minimal impact on your access to and use of theFivetran Product. |
A Fivetran agent will respond to your request in accordance with the Severity timeframe assigned as follows:
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Free Plan / Trial |
Starter / Standard |
Enterprise & Business Critical |
Private Deployment |
Premium |
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24/7 Global Coverage |
All severity levels |
All severity levels |
All severity levels |
All severity levels |
All severity levels |
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Initial Response Time This is the time taken by a support agent to respond via email to any issue once validly submitted. This does not include the automated notification via email that you receive upon ticket submission. |
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Severity Level 1 (Urgent) |
48 hours* |
4 hours |
1 hour |
1 hour |
30 mins |
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Severity Level 2 (High) |
48 hours* |
8 hours |
4 hours |
4 hours |
1 hour |
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Severity Level 3 (Normal) |
48 hours* |
16 hours |
8 hours |
8 hours |
4 hours |
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Severity Level 4 (Low Severity) |
48 hours* |
24 hours |
8 hours |
8 hours |
8 hours |
*Fivetran will respond to all Support 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.
Premium Support
Fivetran Premium Support is a personalized support offering made available for purchase to all Fivetran Customers, which includes:
· Dedicated Support Account Manager (SAM)
· Faster Initial Response Time
· Priority Handling Throughout Ticket Lifecycle
· Designated Premium Support Engineers with Account-Specific Knowledge and Experience
Premium Support applies solely to Support and Support related tickets, it does not apply to Fivetran Services or Fivetran Service engagements. Fivetran Customers who purchase Premium Support will be assigned a dedicated Support Account Manager (SAM) to serve as their main point of contact and ensure their support cases are resolved as quickly as possible. After the initial response, follow-up correspondence between the Customer and the dedicated SAM and/or Premium Support Engineer(s) will be mutually agreed upon to ensure consistent and reliable responses.
In the event of a customer acquisition, a significant increase in usage, or increase the number of active connectors, Fivetran reserves the right to pause Premium Support service until a new Premium Support arrangement is negotiated. In the event Fivetran has a reasonable, good faith belief that Customer is abusing the Premium Support offering, Customer will be notified and may revert to Fivetran default support for its applicable Plan.
If you are interested in learning more about Fivetran Premium Support, please reach out to your Account Manager or contact sales@fivetran.com.
Support Policy Exclusions
Fivetran may make certain connectors available to customers that have been developed by a third party. 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. 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 & Fivetran Private Deployment
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/PD Software which does not behave in the manner described by the Documentation and which renders the HVR/PD Software inoperative and causes failure of the HVR/PD Software 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.
“HVR/PD Software” means a downloadable data integration software product installed at Customer’s facility, or on Customer’s virtual private network, and purchased under the applicable Order Form as “Fivetran HVR” or “Fivetran Private Deployment”.
HVR/PD Software was formerly offered under various names (ex. Local Data Processing, HVR 5.7). For those customers that continue to use HVR software and have not yet upgraded to Fivetran HVRor Fivetran Private Deployment, or customers who purchased HVR/PD Software under the Local Data Processing name, this Policy sets forth the Maintenance and Support Services applicable to you and references herein to HVR/PD Software include Local Data Processing and HVR software as applicable.
“Update” means the repair, fix, workaround or replacement of object or executable code versions of the HVR/PD Software to remedy an Error.
“Major Version” means the first number in the HVR/PD Software release version. For example, release 6.1.0 relates to Major Version 6.
“Minor Version” means the first two numbers in the HVR/PD Software 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 the HVR/PD Software 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 the HVR/PD Software.
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 the HVR/PD 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 the HVR/PD Software operates, the HVR/PD Software 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/PD Software Fivetran will provide Customer with Updates as they become available and as it deems necessary to address or correct Errors with the HVR/PD Software. 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/PD Software 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/PD software).
5. Extended Support; Discontinuing the HVR/PD Software. 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 the HVR/PD Software beyond the Extended Support period, Customer uses the HVR/PD Software “as-is” and Fivetran is under no obligation to release Patches or otherwise provide Updates to that version of the HVR/PD Software. For example, if Customer has a valid license and continues to use HVR/PD Software 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 the HVR/PD Software until Fivetran, in its sole discretion, discontinues it. In the event Fivetran decides to discontinue a Major or Minor Version of the HVR/PD Software, it will provide Customer with 12 months advanced notice of the date at which the HVR/PD Software 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 the HVR/PD Software at then-current rates or to discontinue its use of the HVR/PD Software version in question.
6. Updates to Documentation. Fivetran shall provide revised and/or updated documentation related to the HVR/PD Software (in the same amount and media as originally provided) that correspond to any changes (including Updates) made to the HVR/PD Software, 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/PD 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 the HVR/PD Software; (b) altered or modified HVR/PD Software, unless altered or modified by Fivetran; (c) defects in the HVR/PD Software 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 the HVR/PD Software 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/PD 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/PD 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/PD Software 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.