Vendors › Grafana Labs
Grafana Labs SLA
99.9%
Uptime commitment
30%
Max service credit
10d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 30%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 10% |
| 99.5% | 20% |
| 99% | 30% |
How to claim
| Submission method | Grafana Support — grafana.com/orgs/cloud/tickets ↗ |
|---|---|
| Deadline (submission) | 10 days — Submit within 10 calendar days of incident |
| Review timeline | 15 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (4)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Grafana Alerting Unified alerting platform | Observability | 99.9% | eligible |
| Grafana Cloud Logs Managed Loki logs | Observability | 99.9% | eligible |
| Grafana Cloud Metrics Managed Prometheus metrics | Observability | 99.9% | eligible |
| Grafana Cloud Traces Managed Tempo traces | Observability | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
Grafana Labs is a Monitoring & Observability provider. See the official SLA at https://grafana.com/legal/grafana-cloud-sla/.
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