Grafana Cloud fundamentalsSupport options

Grafana Cloud support options

There are differing types of Grafana Cloud account options, including a free tier. Each has a different feature set and different level of support provided. A feature comparison is available on the pricing page.

NOTE: See Billing and usage for information about billing.

The Free and Pro tiers are considered to be self-serve, meaning these options for users who want to do things themselves, involving sales or support only when the account is not functioning or when wanting to upgrade.

Sometimes it is useful to log in to an account from multiple locations concurrently. With Grafana Cloud accounts are limited to three concurrent sessions.

NOTE: Before you open a support ticket for a service problem, check status.grafana.com to see if there are any known issues.

Account types and support available for Grafana Cloud users

There are 3 types of Grafana Cloud accounts:

  • Free: A Free account is a great way for small teams and hobbyists to get started. Features are limited, but provide a good mix of what you need to get started with observability. This is also a good way to check things out and see what Grafana Cloud is like. See pricing for details on included features. Support is limited to this documentation set and queries in the public community forums, except for issues like broken accounts. For account-related issues that are not related to “How do I make Grafana Cloud do something?”, click Open a Support Ticket from the Cloud Portal.

  • Pro: Pro is intended for growing use cases, for teams and workloads that require scale, security, and collaboration. Users here are expected to begin with documentation and queries in the public community forums, however, 8x5 email support is available. Click Open a Support Ticket from the Cloud Portal with questions you just can’t seem to solve on your own. Please note that if you choose to connect an on-premise open-source (OSS) Grafana instance to your Grafana Cloud services, our support team can help with issues on the Grafana Cloud side but will be unable to assist in troubleshooting issues that arise within your on-premise Grafana installation.

  • Advanced: Here we leap into significant and unique needs. Advanced is for large-scale metrics and logs gathering, teams with mission-critical workloads, and teams with many users. These accounts require contacting us to help us figure out your needs, design a solution, and help you set it up. Full support is provided both through the Open a Support Ticket button in the Cloud Portal or talk to your account executive, support engineer, or technical account manager.