The Fivetran Master Subscription Agreement (MSA) is the base contract between Fivetran Inc., a Delaware corporation, and the party that subscribes to Fivetran Products. It states that the customer’s use is also governed by the Service Consumption Table.[1] The version reviewed here took effect on 5 November 2025; earlier versions from October 2024, February 2025 and September 2025 are archived on the legal hub.[1]
Document stack and precedence
A Fivetran customer is bound by several documents, listed here in the MSA’s order of precedence: the Order Form, any business associate agreement (BAA), the Data Processing Addendum, the Software and Service Specific Requirements, the Acceptable Use Policy, the MSA and the Documentation.[1] A customer’s own purchase-order terms are void, even if accepted.[1] The Specific Requirements apply to HVR, Hybrid Deployment, the Free Plan, Fivetran AI and dbt Labs offerings, “solely to the extent” the customer uses them.[5]
Fivetran may modify the MSA, but unless it says otherwise changes apply on renewal or a new Order Form, and continued use accepts them.[1] The Service Consumption Table follows the same renewal rule, with exceptions for legal requirements and new features, which apply on notice.[7]
Licence grant and use rights
Customers have the right to use and access the Fivetran Products on each Order Form.[1] For On-Prem Software the grant is a limited, non-exclusive, non-transferable, non-sublicensable, royalty-free, worldwide licence for the subscription term, for internal business purposes on the identified Source and Target Systems.[1] Customers own their Customer Data, while Fivetran owns the products, System Data (usage and performance data) and Documentation. Feedback may be used by Fivetran under a perpetual licence.[1]
Affiliates that want separate purchases sign their own Order Form. An entity that competes with Fivetran or builds similar products does not qualify as an Affiliate.[1] Users are employees, contractors and end users that the customer provisions, and no per-user fee appears in the plan documents.[1]
Powered by Fivetran
A customer may embed a Fivetran Product in its own offering if the Order Form allows it. The customer needs a written agreement with each end customer on terms equivalent to the MSA and Fivetran’s prior approval of the integrated product and use case. The customer gives first-level support, and Fivetran supports only the customer.[1] Breach of the PBF section is a ground for suspension.[1]
Acceptable Use Policy restrictions
The AUP prohibits reverse engineering or deriving source code, using a Fivetran Product to develop a competing product, competitive analysis or benchmarking other than internal comparison, and publicly disseminating performance information. For On-Prem Software it bars translation, redistribution, sublicensing and third-party use, except by contractors that are Users. For AI Features it bars model training and competing use.[2] The AUP prevails over the MSA if they conflict, and Fivetran may update it on reasonable notice.[2]
Fees, term and termination
Fees are as set on each Order Form, are non-cancelable and non-refundable except as the MSA provides, and additional usage above an Order Form is invoiced in arrears.[1] Invoices are payable within 30 days, with a 1.5% monthly finance charge on unpaid undisputed amounts and a right to add a 3% card surcharge. Customers must contact Fivetran about billing errors within 60 days.[1] Non-monthly Order Forms auto-renew for one-year periods unless a party gives notice 60 days before expiry; monthly plans continue until cancelled and can be revived by recommencing data transfers.[1]
Either party may terminate for uncured material breach after 30 days’ notice. On termination the customer must pay accrued balances, and Fivetran deletes Customer Data subject to retention policies and the DPA.[1] Fivetran may suspend access if fees are 30 days or more overdue, if the customer breaches the use restrictions, the PBF section or export controls, to avoid material harm, or as required by law.[1]
Verification, audit and data
The MSA reviewed has no software audit clause comparable to licence-compliance audit rights in installed-software contracts. Usage is measured by Fivetran. For On-Prem Software, the customer may be asked for monthly reports if its configuration blocks metering.[1] The Data Processing Addendum gives customers audit-related steps for personal data use, such as access to independent audit reports of Fivetran under ISO 27001, ISO 27701, SOC 1 and SOC 2; these relate to data protection, not licence use.[6] Customers must not upload PHI to SaaS Products without a BAA.[1] Access from Afghanistan, Belarus, Russia and Venezuela is not permitted.[1]
Liability and governing law
Each party’s general liability cap is the amounts paid or payable under the applicable Order Form in the prior 12 months. Fivetran’s liability for unauthorised disclosure of Customer Data caused by a confidentiality or security breach is capped at twice that. The caps do not apply to gross negligence or wilful misconduct, intellectual property infringement, Fivetran’s IP indemnity, customer indemnities and customer payment obligations.[1] Caps aggregate across agreements with the customer’s Affiliates.[1] California law governs, with courts in San Francisco or Alameda Counties, and the prevailing party recovers reasonable fees.[1] Either party may assign to an Affiliate or merger successor unless the successor competes with the other party.[1]
Support
Support is delivered through Fivetran’s portal. Severity 1 is urgent loss or corruption risk to mission-critical data, down to Severity 4 minimal impact. Initial response commitments by plan are:
| Severity | Free | Standard | Enterprise and Business Critical | HVR | Premium Support |
|---|---|---|---|---|---|
| 1 Urgent | 48 hours | 4 hours | 1 hour | 1 hour | 30 minutes |
| 2 High | 48 hours | 8 hours | 4 hours | 4 hours | 1 hour |
| 3 Normal | 48 hours | 16 hours | 8 hours | 8 hours | 4 hours |
| 4 Low | 48 hours | 24 hours | 8 hours | 8 hours | 8 hours |
All tiers have 24/7 global coverage for all severity levels.[3] Partner-built connectors and connectors built with the Connector SDK are excluded from support, as are issues in customer environments and third-party systems.[3] Only customer-designated support contacts may open cases.[3]
Premium Support is a paid add-on with a designated Support Account Manager and Designated Support Engineers, covering troubleshooting and standard configuration guidance but not training, custom development, architecture or performance tuning, and subject to fair-use limits. US-Only Support is a paid add-on in which tickets move to a US-based engineer when Customer Data access is required.[3]
Service Level Agreement
For Standard, Enterprise and Business Critical, Core Services (web application, API and replication servers) are guaranteed 99.9% availability. Enterprise and Business Critical add 99.9% reliable data delivery for connections and 99.5% for activations.[4] Credits are 1% of applicable monthly fees per 60 minutes of Core Services downtime, capped at 25% of monthly fees and 10% of annualised fees, and 0.25% per 60 minutes for data and activation delivery, capped at 50% of the fees for the affected connection or activation. Claims must arrive within two months after the month of the incident, and credits are the sole remedy.[4] The guarantee applies to a table only after it has synced successfully for five consecutive days.[4]
Marketplace and AI terms
The Marketplace Terms apply when a customer buys through an authorised marketplace, where the provider is a billing and collection agent and no separate Order Form may be required.[8] The Requirements for Fivetran AI govern AI Features: the customer owns AI Content and Fivetran does not train models on it.[9]
Out of scope
Business associate agreements, standard contractual clauses, subprocessor lists, security documentation and the Professional Services statements of work are not covered here.