Fivetran Service Level Agreement

·Fivetran Service Level Agreement

·Effective April 29 2026 For SaaS Product and Hybrid Deployment

11. Applicability

·This Service Level Agreement ("SLA") applies as follows:

• ·Core Services:
• ·For Customers on Standard, Enterprise or Business Critical Fivetran, Fivetran guarantees that the Core Services will be available and operational at least 99.9% of the time.
• ·Data Delivery Services (Data Pipelines and Transformations):
• ·For Customers on Enterprise and Business Critical Fivetran plans, Fivetran guarantees to reliably load data on schedule at least 99.9% of the time.
• ·This only applies once each table from a data source has proven capable of syncing to the Customer's target destination by successfully syncing the applicable data for five (5) consecutive days.
• ·Activation Delivery Services (Reverse ETL):
• ·For Customers on Enterprise and Business Critical Fivetran plans, Fivetran guarantees to reliably load data on schedule at least 99.5% of the time.
• ·This only applies after an Activation Sync has proven capable of syncing to the Customer's target destination successfully for either: (i) five (5) consecutive days in the case of daily or faster schedules. (ii) five (5) successful runs in the case of weekly and API triggered schedules.

·How this SLA applies to the Fivetran Products:

• ·SaaS Product - Core Services & Data Delivery Services & Activation Delivery Services
• ·Hybrid Deployment - Core Services: (a) Web Application and (b) API as defined below; Data Delivery Services apply unless failure results from Customer`s Replication Servers.

·If Fivetran does not achieve and maintain the service levels for a Core Service or Data Delivery Service (each a "Service") as described in this SLA, then Customer may be eligible for a Service Credit (as defined below).

·Fivetran may update the terms of this SLA from time to time. The then-current terms of this SLA are available at https://www.fivetran.com/legal/sla.

22. Definitions

·Capitalized terms used but not defined in this SLA shall have the meanings ascribed to such terms the Master Subscription Agreement or other agreement for Customer's use of the Fivetran Products (the "Agreement") or, if not defined in the Agreement, in the Master Subscription Agreement located at https://www.fivetran.com/legal, or such successor URL as may be designated by Fivetran.

·The following terms, when used in this SLA, will have the following meanings:

·"Account" means Customer's account on Fivetran. An Account may have multiple Connectors and Destinations. A customer may have multiple Accounts.

·"Activation" means one or more instances of an Activation Sync from a single data source (e.g. Snowflake) to a single destination (e.g. Salesforce).

·"Activation Sync" means, with respect to Reverse ETL, a single configured instance of a data pipeline from a data source's dataset or table to an object in a destination (e.g. Contact, Account, etc).

·"Activation Delivery Services" means the capability that enables Customer to connect, process, and sync data from a source to a destination using Reverse ETL. Depending on the Customer's configuration, this can happen continuously or on a user-defined schedule.

·"Applicable Monthly Service Fees" means the total fees actually paid by Customer for the relevant Fivetran Product that are applied to the month in which a Service Credit is owed.

·"Available Activation Monthly Minutes" means the sum of all minutes in a month that all Activation Syncs in that Activation were covered by the SLA. For example, if a Snowflake → Salesforce Activation has two Activation Syncs in a 30 day month, the Available Activation Monthly Minutes for that month is 2✕30✕24✕60 = 86,400.

·"Available Monthly Minutes" means the total amount of minutes in a full month where Downtime for a Core Service occurred.

·"Connection" means, with respect to Data Pipelines and Transformations, a single instance of a data pipeline that extracts, loads, and, if selected, transforms data using a Connector. For the avoidance of doubt, Connection as defined herein does not apply to Reverse ETL.

·"Connector" means a tool Fivetran provides to integrate a specific data source with a destination to create a Connection or Activation. Connectors are pre-built components that let customers create Connections or Activations between sources and destinations. For the avoidance of doubt, Connector does not include customer-built components such as those created using Connector SDK.

·"Core Services" means (a) Fivetran's Web Application for accessing, viewing, and controlling Fivetran Products, (b) Fivetran's API - Fivetran's REST API for programmatically controlling Fivetran Products, and (c) Replication Servers that run Fivetran data replication services.

·"Customer" means Customer as defined in the applicable Order Form for the Fivetran Products.

·"Data Delivery Services" means Customer's Connections, which connect, process, and sync data from a source to a destination. Depending on the Customer's configuration of a Connection, this can happen every 1 min to every 24 hours. For the avoidance of doubt, Data Delivery Services as defined herein does not apply to Reverse ETL.

·"Data Pipeline" means a Fivetran Product offering that extracts, loads and, where applicable, transforms data from customer-specified sources to customer-specified destinations using Connectors. Data Pipeline as defined herein does not include Reverse ETL.

·"Downtime" means a period of time, measured in minutes for:

·(a) Core Services, when a Core Service is unavailable.

·For example, Fivetran's Web Application is considered unavailable and accrues Downtime if a user tries to access it and receives a 404 page, or the Web Application will not load. Downtime for a Core Service may only be accrued for Customers that have been subscribed to Fivetran Product(s) for the entire month in which the Downtime occurred.

·(b) Data Delivery Services and Activation Delivery Services, between when a Connection or Activation fails to sync data and the next successful sync of data.

·Downtime for Data Delivery Services is monitored via Fivetran logs using the Fivetran Platform Connector (see https://fivetran.com/docs/logs/fivetran-platform, or via Fivetran's log service (see https://fivetran.com/docs/logs/external-logs) that exports service logs to Customer's designated log service, such as AWS Cloudwatch, or via the Status tab on the Connection/Activation Details page in your Fivetran dashboard at https://fivetran.com/dashboard.

·A description of log events can be found here: https://fivetran.com/docs/logs.

·"Hybrid Deployment" means a Fivetran Product architecture option whereby certain components are downloaded and installed in the Customer's environment and communicate securely with the Fivetran Cloud Platform to provide the Fivetran Product's data integration capabilities.

·"Monthly Connection Minutes" means all of the minutes that a single Fivetran Connector is turned on or activated during the month when Downtime occurs.

·"On-Prem Software" means a downloadable data integration software component or product installed on premise or in Customer's private cloud environment provided by Fivetran to Customer.

·"Replication Server" means the major cloud infrastructure components that run Fivetran's Data Delivery Services, including compute, networking, traffic management, storage, database, orchestration, security, and observability.

·"Reverse ETL" means a Fivetran Product offering that extracts data from Customer's data warehouses and loads such data into customer-specified destinations, including business applications and systems, using Connectors. For the avoidance of doubt, Reverse ETL does not include the transformation, hosting, or orchestration of data transformation workflows.

·"SaaS Product" means a SaaS-based data integration product provided by Fivetran to Customer.

·"Service Credit" means the percentage of the Applicable Monthly Service Fees credited back to Customer following Fivetran's claim approval.

·"Service Credit Percentage" means the percentage of the Applicable Monthly Service Fees applied back to Customer, for every 60 minutes of Downtime, in the form of a Service Credit.

·"Transformations" means a Fivetran Product offering that gives Customers the ability to set up, host and/or orchestrate data transformation workflows in Customer's data warehouses. For the avoidance of doubt, Transformations as defined herein do not apply to Reverse ETL.

·"Web Application" means Fivetran's hosted, browser-based application used to access, view, configure, and control Fivetran Products.

33. Claims

·Customer must submit claims to Fivetran customer support at support.fivetran.com along with all information reasonably necessary for Fivetran to validate each claim, including: (a) a detailed description of the incident; (b) information regarding the time and duration of the Downtime; (c) the number and location(s) of affected users (if applicable); and (d) 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.

·If Customer experiences Downtime for multiple Connections or Activations, it must submit a separate claim for each. For example, if Customer experienced Downtime for both a Salesforce Connection and MySQL Connection, Customer could be eligible for two separate Service Credits for Data Delivery (one for each Connection), by submitting two claims under this SLA.

44. Service Credits

·Service Credits are Customer's sole and exclusive remedy for any performance or availability issues for the Connections and Activations described in this SLA. Customers may not unilaterally offset Applicable Monthly Service Fees for any performance or availability issues. Service Credits will be credited to Customer's Account against Applicable Monthly Service Fees. Service Credits may not be redeemed for cash.

·Core Services

·Monthly Uptime Percentage and Service Credit Percentage for each Core Service

·If one Core Service experiences 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, Customer will receive the same Service Credit, not multiple credits.

·Service Credits given for Downtime related to Core Services may not exceed 25% of the Applicable Monthly Service 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.

·Note: With Fivetran, not all Core Services are directly correlated with Data Delivery Services and/or Activation Syncs. 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 Customer has chosen e.g. AWS US as the hosting provider region and the AWS UK region is down, then Customer would not be impacted.

·Data Delivery Services and Activation Delivery Services

·Monthly Uptime Percentage and Service Credit Percentage for Data Delivery Services and Activation Delivery Services

·If a Data Delivery Service or Activation Delivery Service experiences Downtime, Customer will receive a Service Credit as outlined above for each Connection or Activation affected by Downtime; for example a specific Connection like Salesforce, or Mailchimp.

·Service Credits given for Downtime related to Data Delivery Services or Activation Delivery Services may not exceed 50% of the Applicable Monthly Service Fees paid to Fivetran for the affected Connection or Activation in the month that the incident occurred.

55. Service Credit Calculation

·Service Credits are calculated as follows:

·SERVICE CREDITS = (DOWNTIME / 60) * APPLICABLE MONTHLY SERVICE FEES * SERVICE CREDIT PERCENTAGE "Monthly Uptime Percentage" for

·(a) Core Services is calculated as: Available Monthly Minutes less Downtime divided by the Available Monthly Minutes. Monthly Uptime Percentage is represented by the following formula:

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

·Example Calculation for Core Services:

·(b) Data Delivery Services is calculated as Monthly Connection Minutes for the affected Connector less Downtime divided by Monthly Connection Minutes for that affected Connection. Monthly Uptime Percentage is represented by the following formula:

·MONTHLY UPTIME % = (MONTHLY CONNECTION MINUTES - DOWNTIME) / MONTHLY CONNECTION MINUTES

·(c) Activation Delivery Services is calculated as Monthly Activation Minutes for the affected Activation less Downtime divided by Monthly Activation Minutes for that affected Activation. Monthly Uptime Percentage is represented by the following formula:

·MONTHLY UPTIME % = (MONTHLY ACTIVATION MINUTES - DOWNTIME) / MONTHLY ACTIVATION MINUTES

·Example Downtime Calculation:

·Building on the March example calculation above, Monthly Uptime % = (44,640 minutes - 226 minutes) / 44,640 minutes = 99.49%

·Example Calculation for Data Delivery Services:

·Example Calculation for Activation Delivery Services:

66. Limitations

·Downtime does not include Data Delivery Services, Activation Delivery Services, or Core Services unavailability due to the following: Maintenance requested by Customer or scheduled 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.

• ·Maintenance requested by Customer or scheduled 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 Fivetran Products not listed as a Core Service or Data Delivery Service or Activation Delivery Service.
• ·Outages of third party connections or utilities or any other reasons beyond Fivetran's reasonable control.
• ·If Fivetran's cloud vendor (GCP, AWS, or Microsoft Azure) experiences downtime, Customer does not accrue Downtime for Core Services during this downtime period.
• ·Customer uses equipment, software or Fivetran Products in a way that is not recommended by Fivetran Documentation.
• ·Customer has delayed, hindered or prevented Fivetran from providing the Services, such as removing Fivetran's access to Customer's data sources or destinations.
• ·The Connection or Activation 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.
• ·Fivetran's suspension or termination of Customer's access to the Fivetran Products in accordance with the Agreement.
• ·Customer's breach of the Agreement or applicable Order Form for the Fivetran Product.
• ·Customer's failure to reasonably respond to or cooperate with Fivetran to fix the issue.
• ·The applicable Fivetran Product is a Trial Product.
• ·Any downtime issues resulting from Customer-developed code that applies to Connector SDK and Function connectors.

·History - archived version

·Service Level Agreement effective February 1, 2026

·Service Level Agreement effective April 14, 2025

·Service Level Agreement effective November 1, 2022 Need help? legal@fivetran.com

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