Fivetran Support Policy

·Fivetran Support Policy

·Effective June 23, 2026

·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 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. Fivetran may update this Policy, including the additional terms of maintenance and support for Fivetran HVR ("HVR"), Premium Support, and US-Only Support, from time to time.

·Fivetran Support

11. Definitions.

·"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).

·"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.

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

·"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.

·"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.

·"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.

·"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.

22. Coverage

·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 or Activation 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: Severity Level | Definition

·A Fivetran agent will respond to Customer's request in accordance with the Severity Level assigned as follows:

·*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 Customer receives upon ticket submission.

·**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.

33. 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 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.

·Fivetran shall have no response time or support obligations for any issues, delays, or failures arising from or related to:

·(a) Customer-owned environments, including Customer's own infrastructure, networks, or data sources, destinations, and configurations; or

·(b) third-party systems, products, or services not operated by Fivetran.

44. Third-Party Users

·Only Customer-designated support contacts are permitted to submit and manage support cases. Third-party users, including downstream consumers or read-only users, are not authorized to engage directly with Fivetran's support team.

·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").

11. 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.

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

2.12.1 General Support Description. Fivetran shall provide Customers with General Support. "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.

2.22.2 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 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 On-Prem Software, will not be considered as a default in the performance of Fivetran's obligations.

33. Place of Performance. Fivetran shall provide all Maintenance and Support Services from Fivetran's locations.

44. 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 sixty (60) days from being made available by Fivetran. A Minor Version is supported for three (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 three (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).

55. Extended Support; Discontinuing HVR. Beyond the Standard Support Period, Customer may purchase two (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 twelve (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.

66. 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.

77. 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.

88. Exclusions. The following are excluded from Fivetran's Maintenance and Support Services obligations: (a) On-Prem 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 On-Prem Software; (b) altered or modified On-Prem Software, unless altered or modified by Fivetran; (c) defects in the On-Prem Software due to accident, hardware malfunction, abuse or improper use, or use in a manner not permitted by the Agreement; (d) any version of the On-Prem 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 software sold separately by Fivetran, including, without limitation, consulting code, unless generally made available to end users at no additional charge for the applicable On-Prem 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.

99. 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); and
• ·Steps taken to resolve Customer issue.

·Additional Terms for Premium Support

·Premium Support is a paid support offering that provides customers with enhanced technical support services and response times. During the term of the applicable Order Form and subject to payment by Customer of the applicable Premium Support Fees, Fivetran will provide Premium Support to Customer as described below.

11. Designated Support Contacts.

·Premium Support includes a designated Support Account Manager (SAM) aligned with Customer's preferred time zone. The SAM will act as the primary point of contact for case coordination and overall support experience management. In addition, Designated Support Engineers (DSEs) will provide global case coverage and ensure priority handling across the ticket lifecycle.

22. Scope of Premium Support.

·Premium Support covers troubleshooting of the Fivetran platform and standard configuration guidance. Premium Support excludes training, custom code development, solution architecture, performance tuning, and any form of professional services.

33. Support Case Volume, Engagement, and Fair Use.

·Customer may not circumvent support limits, interfere with or disrupt the delivery of support services, or use automation to generate excessive or duplicative support cases.

·Premium Support is designed for reasonable case volumes and engagement consistent with similarly situated customers. If Customer's case volume or overall engagement materially exceeds normal usage patterns (e.g., sustained [X] concurrent Severity Level 3 & 4 cases, or more than [Y] live sessions per week), then Fivetran reserves the right, in its sole discretion, to take corrective measures, including but not limited to:

·(a) assessing and reprioritizing submitted cases or escalations;

·(b) consolidating, or extending response times for non-urgent, repetitive, or excessive requests;

·(c) throttling session availability; or

·(d) recommending a higher-tier support plan or a separate Professional Services engagement.

·These measures ensure consistent service quality and equitable access to support resources across all customers.

44. Support Channels & Response Times.

·All support cases must be submitted through the Fivetran support portal. Only cases filed through the support portal are subject to the Premium Support response times as outlined above in the Initial Response Time table. Communication through other channels, such as Slack (where provisioned), is provided solely as a courtesy and is not considered an official support channel. Such informal communication channels are not governed by any response time commitments and may not receive tracked or prioritized responses. For avoidance of doubt, response times apply only to initial response times, not to issue resolution or completion time.

55. Severity Levels & Hours of Coverage.

·Premium Support is provided in accordance with the Severity Level Definitions and Initial Response Time tables outlined above in this Policy.

·Additional Terms for US Only Support

·US-Only Support is a paid support offering that provides customers with access to technical support resources in the United States. During the term of the applicable Order Form and subject to payment by Customer of the applicable US-Only Support Fees, Fivetran will provide US-Only Support to Customer as described below.

11. US-Only Support Ticket Handling.

·For US-Only Support, Customer acknowledges that all support tickets are initially triaged by Fivetran's global support team. Ticket handling will only transition to a US-based customer support engineer when Customer Data access is required, such as via the Grant Support Access feature or for validation of a fix.

·US-Only Support is provided by a rotation of US-based personnel and does not guarantee assignment to a specific engineer.

·"US-based" means Fivetran personnel physically located in the United States, including foreign nationals employed and authorized to work in the United States.

·Fivetran Service Level Agreement (SLA)

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

·History - Archived Version

·Support Policy February 2026 Support Policy February 2025 Support Policy November 2025 Need help? legal@fivetran.com

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