Grafana SLAs

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Grafana Labs Enterprise Support SLA

Grafana Labs warrants that it will use commercially reasonable efforts to deliver services and support substantially in accordance with the support levels (“Support Levels”) set forth in this SLA.

Support availability and response times may vary depending on the type of account you have and the level of support you have purchased.

Definitions

Business Hours are 9am – 8pm during a Business Day in Eastern Daylight Time (EDT).

Business Days are Monday through Friday, excluding any day that is a federal holiday in the United States.

Supported Software is the list of Supported Software appearing in a specific Service Order.

Response Time is the target time to respond to Customer for a particular Issue and Issue Type, as defined in the attached schedule.

Issue is a specific problem or question from the Customer, opened via Ticket.

Issue Type is the severity of the Issue as determined by the Customer based on the indicated Issue Qualification.

Chat is real time communication regarding an Issue on Slack via a private channel and is not eligible for SLA issues.

Tickets are communications regarding an Issue conducted using the provided ticketing application, which maintains a time-stamped transcript of communications, and sends emails to stakeholders.

Telephone are communications regarding a specific issue being researched by the Support Engineer. You will be provided a phone number by your Support Engineer. This will also include the use of audio and video conferencing.

SLA Details

ISSUE TYPE

ISSUE QUALIFICATION

RESPONSE TIME SLA

INITIATION

Critical Issue

Serious problems

Your system is down and unable to function AND no workaround is available;

 OR

All or a substantial portion of your data  is at significant risk of loss or corruption

 OR

Your business operations have been severely disrupted

2 BUSINESS HOURS

24x7x365

TICKET ONLY

Production Issue

Impactful problem

Operations can continue in a restricted fashion, although long-term productivity might be adversely affected;

OR

A major milestone, project, or customer is at risk.

NEXT BUSINESS DAY

TICKET ONLY

General Issue

Questions and Tips

There is a problem no notable or a minor impact to operations;

 OR

There is a general question about functionality or features

NEXT BUSINESS DAY

TICKET ONLY

Exclusions

A particular Issue will not be eligible for this SLA, and Grafana Labs may resolve a particular Issue as unresolvable if any of the following exclusions apply:

  1. Customer has not paid all amounts due under any active SO by the respective Due Date.
  2. Customer is in breach of this MSA or the AUP.
  3. Customer is utilizing Supported Software that is more than 12 months older than the current production release.
  4. Customer is utilizing Supported Software in a manner not in line with recommended best practices.
  5. Customer is utilizing Supported Software at a scale inappropriate for the underlying infrastructure.
  6. Customer is unable or unwilling to provide the necessary access or information to troubleshoot.
  7. Customer utilizes Issue Types that do not reflect the Issue Qualification.

SLA Credits

In the event of a violation of this SLA, Customer will be issued a SLA credit of $500 per incident.  Requests for Invoice Credits must be made within 30 days of the Incident that triggered the credit. In no event shall Invoice Credits exceed the invoice value of the term in which they are accrued. A pending credit does not release Client from its obligation to pay Grafana Labs’ submitted invoices in full when due. SLA Credits are the Customer’s sole and exclusive remedy to violations of this SLA.