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?

Included in the spheres of support	Outside of the spheres of support
Included in the spheres of support EOSL Versions best effort support (n-1 / Current version and previous version)	Outside of the spheres of support Troubleshooting and debugging custom components, applications, scripting and implementations.
Included in the spheres of support Questions or Break/Fix Technical Support issues related to OOTB (Out Of The Box) or advertised features.	Outside of the spheres of support Conflicts with unsigned/outdated plugins or third-party plugins or apps.
Included in the spheres of support Troubleshoot failures, errors, performance issues, crashes, or unexpected behavior of all Grafana products.	Outside of the spheres of support Issues directly related to problems inherent with software licensed from other vendors.
Included in the spheres of support Using OOTB features to style or modify output of data or visualizations.	Outside of the spheres of support Issues related to software licensed from other vendors.
Included in the spheres of support Reporting demonstrable/reproducible bugs that impair the primary purpose of an OOTB feature.	Outside of the spheres of support Local server infrastructure configuration and related issues.
Included in the spheres of support Thoroughly documenting feature requests, which may or may not become actual product features in future versions.	Outside of the spheres of support Questions related to product pricing, license agreements, or contracts.
Included in the spheres of support Creation or clarification of existing documentation or product descriptions.	Outside of the spheres of support Requests for custom development/features for a specific user or use case *
Included in the spheres of support Troubleshooting and addressing potential security vulnerabilities.	Outside of the spheres of support Consultation on system or database architecture, administration, configuration, or performance tuning *
Included in the spheres of support	Outside of the spheres of support On-prem design *
Included in the spheres of support	Outside of the spheres of support Migration plans and services *

* For these requests please reach out to your account representative for more information.