Fivetran SLA
99.9% uptime guarantee (Standard (Core Services SLA, when included on Order Form), Enterprise (Core Services SLA and Data Delivery SLA, when included on Order Form), Business Critical (when SLA options specified on Order Form) plan only)
Official SLA Commitment
Applies to
Standard (Core Services SLA, when included on Order Form), Enterprise (Core Services SLA and Data Delivery SLA, when included on Order Form), Business Critical (when SLA options specified on Order Form) plans only
Scope
Core Services (Web Application, REST API, replication servers) and optionally Data Delivery Services (connectors loading data on schedule)
Measurement
Core: (Maximum Available Monthly Minutes − Downtime) / Maximum Available Monthly Minutes, capped at 43,000 minutes; monitored via status.fivetran.com. Data Delivery: (Monthly Pipeline Minutes − Downtime) / Monthly Pipeline Minutes per affected connector; downtime accrues only after Normal Update Time + 12-hour Allowed Downtime Interval.
Exclusions
Scheduled maintenance; force majeure; customer-caused issues; third-party API/source failures; beta/preview features; connectors not meeting 48 incremental or 5 consecutive-day successful load prerequisites
Not covered
Free Plan; monthly PAYG without SLA option on Order Form; HVR on-premise deployments (separate support terms); connectors not properly set up or not meeting incremental-load prerequisites
Promised vs Measured
SLA Promise
99.9%
≤ 43m downtime/month
Measured (30d)
100.00%
≈ < 1m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
100.00%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Free (PAYG) | No uptime SLA | $0 (usage-based MAR; $5 min per active connection) | — |
| Standard | 99.9% | From $12,000/yr (usage-based MAR; SLA if on Order Form) | |
| Enterprise | 99.9% | From $12,000/yr (usage-based MAR; Core + Data Delivery SLA if on Order Form) | |
| Business Critical | 99.9% | From $12,000/yr (usage-based MAR; highest governance tier) |
Source: fivetran.com/pricing
SLA Credit Policy
Hourly accrual formula: Downtime hours × Applicable Monthly Service Fees × Service Credit Percentage. Credits issued as Fivetran Credits (non-cash). Separate claims required per affected service. Claims to support.fivetran.com within two months after incident month.
| Monthly Uptime | Credit |
|---|---|
| Core Services — any hour below 99.9% monthly target | 1% of monthly fee |
| Data Delivery — any hour below 99.9% monthly target per connector | 0% of monthly fee |
Credits capped at 50% of monthly fee. Must be claimed within 60 days. Applied within 45 days of approval.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines)Fivetran's SLA | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
< 1m
Incident Summary (90 days)
Total Incidents
0
Active Now
0
Resolved
0
Avg. Resolution
—
Fivetran SLA: What You Need to Know
Fivetran guarantees 99.9% uptime measured as core services (web application, rest api, replication servers) and optionally data delivery services (connectors loading data on schedule). This commitment applies exclusively to Standard (Core Services SLA, when included on Order Form), Enterprise (Core Services SLA and Data Delivery SLA, when included on Order Form), Business Critical (when SLA options specified on Order Form) plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, Fivetran currently shows a 30-day measured uptime of 100.00%. This meets their published SLA commitment of 99.9%.
What's Covered (and What Isn't)
Fivetran's SLA specifically covers core services (web application, rest api, replication servers) and optionally data delivery services (connectors loading data on schedule). It explicitly excludes: Free Plan; monthly PAYG without SLA option on Order Form; HVR on-premise deployments (separate support terms); connectors not properly set up or not meeting incremental-load prerequisites. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 100.00% uptime, you can expect approximately < 1m of cumulative downtime per year from Fivetran alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks Fivetran's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 5 minutes. Uptime is calculated as the percentage of time all components report operational status.
