Data & Analytics
Fivetran SLA credit guide
What Fivetran owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit are you owed when Fivetran is down?
When Fivetran Core Services misses its 99.9% monthly uptime commitment, you're owed an SLA service credit against a future invoice, within 60 days of the end of the affected billing month. Fivetran's credit is set by its SLA formula / your agreement rather than a fixed tier table — verify the exact clause before filing.
Uptime commitment
99.9%
Filing window
60 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
This vendor’s credits are governed by your contract (MSA/order form) rather than a published tier table, so an exact percentage can’t be auto-calculated. Ontracko still assembles the incident evidence and claim text — connect the vendor to generate a filable kit.
Credit tiers by service
Credits for Fivetran Core Services are governed by your contract (MSA/order form), not a published tier table. THE CREDIT IS A PER-HOUR MULTIPLIER, NOT A TIER TABLE, which is why creditTiers is deliberately empty: SERVICE CREDITS = (DOWNTIME / 60) x APPLICABLE MONTHLY SERVICE FEES x SERVICE CREDIT PERCENTAGE, where the percentage is 1% per 60 minutes for the Web Application, API and Replication Servers, and 0.25% per 60 minutes for Data Delivery and Activation Delivery. Concurrent Core Service outages pay once, not several times. TWO CAPS APPLY AT ONCE for Core Services — 25% of the applicable monthly fees AND 10% of annualised fees for the current term — while Delivery credits cap at 50% of the affected Connection's monthly fees. THREE DIFFERENT COMMITMENTS LIVE IN ONE DOCUMENT (effective April 29, 2026): Core Services 99.9%, Data Delivery 99.9%, and Activation/Reverse ETL only 99.5%; this profile carries the Core Services figure. THE DEADLINE IS THE MOST GENEROUS WE TRACK: Fivetran must receive the claim within two months of the end of the month in which the incident occurred, anchored to month-end, with NO earlier notice stage. OUR METRIC IS VALID FOR CORE SERVICES ONLY — Monthly Uptime % = (available monthly minutes minus downtime minutes) / available monthly minutes, plain wall clock. Data Delivery is measured between a failed sync and the next successful sync in Monthly Connection Minutes, which cannot be derived from a public incident timeline; do not compute a Delivery claim from status-page data. Data Delivery also only begins after five consecutive days of successful syncing. PLAN GATE: Core Services covers Standard, Enterprise and Business Critical; Delivery covers Enterprise and Business Critical only. Downtime accrues only for customers subscribed for the entire month. The SLA page is client-side rendered, so a plain fetch returns an empty shell — re-verification needs a real browser. Fivetran and dbt Labs have merged; expect these documents to consolidate and re-check within a quarter.
How to file a Fivetran SLA credit claim
Portal: Fivetran Support ↗
- ⚠️ FILE A SEPARATE CLAIM FOR EACH AFFECTED CONNECTION OR ACTIVATION — the SLA requires it, and one combined claim covering several connections is the easiest thing for Fivetran to reject.
- The credit is a per-hour formula, not a tier table: (Downtime ÷ 60) × applicable monthly service fees × the service credit percentage — 1% per 60 minutes for the Web Application, API and Replication Servers, and 0.25% per 60 minutes for Data Delivery and Activation Delivery.
- Check which commitment applies: Core Services 99.9%, Data Delivery 99.9%, but Activation/Reverse ETL only 99.5%. Concurrent Core Service outages pay once, not several times.
- Two caps apply at the same time to Core Services — 25% of the applicable monthly fees AND 10% of annualised fees for the current term. Delivery credits cap at 50% of the affected Connection's monthly fees.
- ⚠️ OUR MEASUREMENT IS VALID FOR CORE SERVICES ONLY. Data Delivery downtime is measured between a failed sync and the next successful sync in Monthly Connection Minutes — that cannot be derived from a public status page, so pull the per-connector sync history for a Delivery claim.
- Include a detailed description of the incident, the time and duration, the number and locations of affected users, and what you did to resolve it at the time.
- The deadline is generous — Fivetran must receive the claim within two months of the END of the month in which the incident occurred, with no earlier notice stage.
- Check the plan gate before filing: Core Services covers Standard, Enterprise and Business Critical, but Data and Activation Delivery cover Enterprise and Business Critical ONLY.
- Expect the underlying-cloud carve-out to be raised: no Downtime accrues at all while GCP, AWS or Azure is the thing that is down.
Evidence you’ll need
- •A detailed description of the incident
- •Information regarding the time and duration of the Downtime
- •The number and locations of affected users
- •Descriptions of your attempts to resolve the incident at the time
- •A SEPARATE claim for each affected Connection or Activation
Common exclusions
- •Trial Products
- •Connector SDK and Function connectors
- •Source-API changes and source-side rate limits
- •Scheduled maintenance (up to 24 hours per month, on 7 days' notice)
- •Downtime of the underlying cloud provider (GCP/AWS/Azure) — no Downtime accrues
- •Data and Activation Delivery on the Standard plan (Enterprise and Business Critical only)
Frequently asked
What is Fivetran's SLA uptime commitment?
Fivetran Core Services carries a 99.9% monthly uptime commitment.
What is the deadline to file a Fivetran SLA credit claim?
Claims are generally due within 60 days of the end of the affected billing month (verify the exact clause in Fivetran's SLA before filing).
Does Ontracko file Fivetran SLA credit claims for me?
Ontracko monitors Fivetran for free, detects SLA breaches automatically, and assembles the complete claim package (evidence + credit math + claim text). You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Fivetran and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.