Grafana Labs Technical Support
Grafana Labs is dedicated to providing world-class support to all of our customers. Our Technical Support teams play a crucial role in ensuring that our customers can effectively monitor, troubleshoot, and optimize their observability environments.
Grafana Labs Technical Support assists users in understanding and utilizing our observability tools and platforms. The Technical Support teams address technical issues, provide guidance on best practices, and help troubleshoot challenges related to data collection, visualization, and alerting.
We offer 24/7 coverage across the globe and have highly skilled teams in APAC, EMEA, and AMER. By providing timely and expert assistance, we enable organizations to maintain high operational efficiency, quickly detect and resolve problems, and derive actionable insights from their observability solutions.
If you are using Grafana Cloud Free or any of our OSS tooling, please join our active Grafana Labs Community Forum to connect with our wider Grafana community.
What are Spheres of Support?
Our Spheres of Support framework helps define the Technical Support team’s areas of expertise, ensuring clarity for our customers and alignment with our business objectives. Our Technical Support teams are dedicated to:
- troubleshooting product-related issues
- resolving technical errors
- providing guidance on platform features and best practices
The Spheres of Support framework also covers where the support team’s responsibilities are limited and where other teams or resources are better placed to assist (e.g. custom deployments, third-party integrations, training, etc.). This distinction helps us prioritise tickets effectively, maintain efficiency, sets appropriate expectations, and ensures customers receive the right level of assistance for their needs.
What types of issues are supported?
What is included in the spheres of support?
- EOSL Versions best effort support (n-1 / Current version and previous version)
- Questions or Break/Fix Technical Support issues related to OOTB (Out Of The Box) or advertised features.
- Troubleshoot failures, errors, performance issues, crashes, or unexpected behavior of all Grafana products.
- Using OOTB features to style or modify output of data or visualizations.
- Reporting demonstrable/reproducible bugs that impair the primary purpose of an OOTB feature.
- Thoroughly documenting feature requests, which may or may not become actual product features in future versions.
- Creation or clarification of existing documentation or product descriptions.
- Troubleshooting and addressing potential security vulnerabilities.
What is outside of the spheres of support?
- Troubleshooting and debugging custom components, applications, scripting and implementations.
- Conflicts with unsigned/outdated plugins or third-party plugins or apps.
- Issues directly related to problems inherent with software licensed from other vendors.
- Issues related to software licensed from other vendors.
- Local server infrastructure configuration and related issues.
- Questions related to product pricing, license agreements, or contracts.
- Requests for custom development/features for a specific user or use case*
- Consultation on system or database architecture, administration, configuration, or performance tuning*
- On-prem design*
- Migration plans and services*
* For these requests please reach out to your account representative for more information.
Grafana Labs Technical Support
| Pro | Advanced | Enterprise | Premium | |
|---|---|---|---|---|
Support offerings are bundled with Standard and Premium plans. The Free plans have access to self help resources as well as community forums and our extensive docs. |
24/5 for all issues |
24/7 for all issues
Great response times |
24/7 for all issues
Fast response times |
24/7 for all technical issues
Designated point of contact on the senior support team
Fastest response times
Regular proactive touch points |
| Products | Grafana Cloud, Loki, Mimir, Tempo, Grafana Data Sources, Plugins, Alerting, Incident, OnCall, Grafana SLO, K6, Pyroscope, Application Observability, Frontend Observability, | Grafana Cloud, Loki, Mimir, Tempo, Grafana Data Sources, Plugins, Alerting, Incident, OnCall, Grafana SLO, K6, Pyroscope, Application Observability, Frontend Observability, | Grafana Cloud, Loki, Mimir, Tempo, Grafana Data Sources, Plugins, Alerting, Incident, OnCall, Grafana SLO, K6, Pyroscope, Application Observability, Frontend Observability, ON-PREM, Grafana Enterprise, Grafana Enterprise Logs (GEL), Grafana Enterprise Metrics (GEM), Grafana Enterprise Traces (GET) | Grafana Cloud, Loki, Mimir, Tempo, Grafana Data Sources, Plugins, Alerting, Incident, OnCall, Grafana SLO, K6, Pyroscope, Application Observability, Frontend Observability, ON-PREM, Grafana Enterprise, Grafana Enterprise Logs (GEL), Grafana Enterprise Metrics (GEM), Grafana Enterprise Traces (GET) |
| Support packaging | Available to all contracted Grafana customer Admins | Premium Support is an add-on paid subscription with a number of benefits. Available to contracted customer Admins | ||
| Support team | Grafana Technical Support Team | Grafana Labs Technical Support Team | Grafana Labs Technical Support Team | Dedicated senior resources & tenured Grafana Labs Technical Support Team |
| Zoom support | Not available | Not available | Not available (Live troubleshooting sessions will be scheduled as needed) | Live troubleshooting sessions can be scheduled via Zoom |
Support entitlements (who can raise support requests) | Org Admins | Org Admins | Org Admins | Org Admins |
SLA - Initial response time (IRT) P1: Application down P2: Serious degradation P3: Moderate impact | N/A | P1: 2 business hours P2: 4 business hours P3: 6 business hours | P1: 2 business hours P2: 4 business hours P3: 6 business hours | P1: 30 minutes P2: 1 hour P3: 4 business hours (custom SLA available in certain cases) |
| Technical Support hours | 24/5 | 24/7 | 24/7 | 24/7 |