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Credit-backed
Publishes an SLA backed by tiered service credits: 99.5% uptime, credits up to 100%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.5%
Uptime
100%
Max credit
10d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Grafana Support · grafana.com/orgs/cloud/tickets
Deadline
10 days of incident
Review timeline
15 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 4
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Grafana Alerting
Unified alerting platform
Observability
99.5%
covered
Grafana Cloud Logs
Managed Loki logs
Observability
99.5%
covered
Grafana Cloud Metrics
Managed Prometheus metrics
Observability
99.5%
covered
Grafana Cloud Traces
Managed Tempo traces
Observability
99.5%
covered
Notes — Grafana Labs is a Monitoring & Observability provider. See the official SLA at https://grafana.com/legal/grafana-cloud-sla/.
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