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.

SLA Definitions

Business Hours are 9am – 5pm 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 an Issue conducted using the provided phone number, which may result in a call back. 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

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.


Grafana Cloud Standard SLA 

Grafana Labs warrants that it will use commercially reasonable efforts to perform the Services substantially in accordance with the service levels (“Service Levels”) set forth in this SLA. 

In the event Grafana Labs does not meet a Service Level during the period specified in the SLA, as Customer’s sole and exclusive remedy, and Grafana Labs’s sole liability for not meeting a Service Level, Grafana Labs shall provide the service level credits in the manner specified in the SLA (“Service Level Credits”). Customer will forfeit any unused Service Level Credits which may exist as of termination or expiration of this MSA or any Services. 

0. Service Overview The Service provided is GrafanaCloud, designed for the ingestion and retrieval of time series measurement data. 

1. Service Level Policies Grafana Labs will process Service Level Credits for Service events as set forth in the SLA. If an event has occurred which qualifies for a Service Level Credit and such event is not covered by a pro- active Service Level Credit, Customer must open a ticket with Grafana Labs providing the details pertaining to the event within ten (10) days of the occurrence. Otherwise, Customer forfeits any right to claim that a Service Level Credit is due. For the purpose of calculating whether a Service Level Credit may be due, and the duration of an event, Grafana Labs will calculate time periods beginning from the earlier of (a) the time stamp of the alert in Grafana Labs’s monitoring systems; or (b) the time stamp of the Customer- submitted ticket and continuing until Grafana Labs has resolved the event. The maximum Service Level Credits that may be earned for any calendar month shall not exceed 100% of the monthly revenue of the affected Services. We warrant that the Grafana Cloud service will work with the latest stable release of carbon-relay-ng and/or prometheus for the transport of metrics to Grafana Cloud.

2. SLA Performance Objectives Grafana Labs guarantees that the performance of the Service will meet the following minimum standards. 

  1. 99.5% of requests succeed within a given monthly billing period for all generally available services.

  2. 99.5% of autonomous actions to be completed successfully within a given monthly billing period. (eg alert evaluation, synthetic monitors etc) 

3. SLA Exclusions Service Levels and Service Level Credits apply only to Customer and not to any End User Customers or to any other party. Customer is not entitled to any Service Level Credit if Customer (a) has not paid all amounts due hereunder by the respective Due Date, (b) is in breach of the MSA. In addition, Grafana Labs shall have no liability to provide the Services in accordance with any applicable Service Level or to provide any Service Level Credits if the failure to so provide the Services in accordance with the Service Level is due, in whole or in part, to any of the following: 

  1. Planned Grafana Labs Maintenance: repairs, upgrades and modifications to shared core infrastructure scheduled for off peak Customer hours, if Grafana Labs provides notice at least 24 hours in advance, provided that there is a maximum of 1 such maintenance per quarter.

  2. Planned Customer Maintenance: repairs, upgrades, scheduled or Customer-requested service interruptions or modifications to a Customer Service, scheduled in advance, to meet the specific requirements of Customer.

  3. External Network Conditions: resulting general Internet network conditions outside the reasonable control of Grafana Labs, including but not limited to DNS issues and peering disputes outside the direct control of Grafana Labs 

  4. Extraordinary volume: resulting usage patterns or traffic that exceeds the reasonable performance parameters of Customer’s Service. Specifically, if the volume of data or volume of queries exceeds 300% of the highest sustained 24-hour usage in the preceding 30 days.

  5. Transient issues: resulting from a problem that self-corrects within 60 seconds.

  6. No access: resulting from failure by Customer to give Grafana Labs appropriate access to and information about software running at Customer location, such as carbon-relay-ng and prometheus.

  7. Other Third Party Matters: caused by Customers third party software or other third party services that are outside of the scope of the Service. 

4. SLA Credit Amount Service Level Credits resulting in the following SLA Performance Objective availabilities will be limited to the following percentages of the total monthly cost of the affected Service. 

< 99.5% but >= 99.0%. 10%

< 99.0% but >= 98.0% 20%

< 98.0% but >= 97.0% 50%

< 97.0% 100%