Observability
Grafana Cloud SLA credit guide
What Grafana Cloud owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit are you owed when Grafana Cloud is down?
When Grafana Cloud (generally available services) falls below its 99.5% monthly uptime commitment, you're owed an SLA service credit worth 10%–100% of the affected service's monthly spend — larger the further uptime fell — claimable within 10 days of incident resolution. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.5%
Filing window
10 days
counted from incident resolution
Services with SLA data
1
Credit calculator
Note: Grafana Cloud defines availability as a request success rate — the share of requests returning an error, averaged over short intervals — not as wall-clock uptime. Only Grafana Cloud can compute the official Monthly Uptime Percentage, from its own request logs. Use this as an estimate of what a qualifying shortfall would be worth, and ask Grafana Cloud to compute the contractual figure when you file.
SLA target is 99.5% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 10% tier.
Estimate only, from the vendor’s published tiers — the final credit is set by the vendor against your actual invoice and their SLA definitions.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 99% – under 99.5% | 10% of spend |
| 98% – under 99% | 20% of spend |
| 97% – under 98% | 50% of spend |
| below 97% | 100% of spend |
Measured how? Grafana Cloud (generally available services) is measured as a request success rate — errors as a share of total requests, averaged over short intervals — not as wall-clock uptime. Availability for this service is the vendor’s Monthly Uptime Percentage under that definition, which only Grafana Cloud can compute from its request logs. A status-page outage is evidence that a qualifying event happened; it is not the contractual figure.
SHORT WINDOW, COUNTED FROM THE EVENT: a ticket giving the details must be opened within 10 days of the occurrence or the right to claim is forfeited outright — one of the tightest incident-based windows we track. Check first whether Grafana already applied a PRO-ACTIVE Service Level Credit; the ticket is only required where the event is not already covered by one. The objective is NOT wall-clock uptime: it is 99.5% of requests succeeding and 99.5% of autonomous actions (alert evaluation, synthetic monitors) completing successfully within the monthly billing period, so measure a success rate. Tiers run 10/20/50/100% of the affected Service's total monthly cost, with monthly credits capped at 100% of that Service's monthly revenue. NO CREDIT AT ALL while any amount is past due or the MSA is in breach. Grafana measures event duration from the EARLIER of its own alert timestamp and the customer ticket timestamp until it resolves the event — filing early lengthens the claimable period. The published document states no effective or last-updated date.
How to file a Grafana Cloud SLA credit claim
Portal: Grafana Labs Support ↗
- ⏰ TEN DAYS FROM THE OCCURRENCE, not from month-end: open a ticket with Grafana Labs giving the details of the event within 10 days of it happening, or you forfeit any right to claim the Service Level Credit.
- Check first whether Grafana already applied a PRO-ACTIVE Service Level Credit — the SLA only requires a ticket where the qualifying event is not already covered by one.
- Paste the claim text from section 8 and cite the incident window from status.grafana.com in section 3.
- The objectives are 99.5% of requests succeeding and 99.5% of autonomous actions (alert evaluation, synthetic monitors) completing successfully within the monthly billing period — a success RATE, not wall-clock uptime, so measure and argue it that way.
- Tiers are 10% (below 99.5% down to 99.0%), 20% (below 99.0% down to 98.0%), 50% (below 98.0% down to 97.0%) and 100% (below 97.0%) of the affected Service's total monthly cost, with monthly credits capped at 100% of that Service's monthly revenue.
- ⚠️ You are entitled to nothing if any amount is past due or you are in breach of the MSA, and Service Levels apply to you only — never to your own End User Customers.
- Grafana measures the event from the EARLIER of its own monitoring alert timestamp and your ticket timestamp, running until it resolves the event — so opening the ticket early can only help.
Evidence you’ll need
- •Details pertaining to the qualifying event
- •Dates and times of the event
- •Affected Grafana Cloud service(s) and stack
Common exclusions
- •Any amount past due, or breach of the MSA
- •End User Customers (Service Levels apply to the Customer only)
- •Planned Grafana Labs maintenance (24h notice, max 1 per quarter)
- •Planned customer maintenance
- •External network conditions including DNS issues and peering disputes
- •Non-generally-available services
Frequently asked
What is Grafana Cloud's SLA uptime commitment?
Grafana Cloud (generally available services) carries a 99.5% monthly uptime commitment.
How much credit can I claim if Grafana Cloud misses its SLA?
Credits are tiered by measured uptime, from 10% up to 100% of the monthly service spend for the affected service, depending on how far below 99.5% availability fell.
What is the deadline to file a Grafana Cloud SLA credit claim?
Claims are generally due within 10 days of incident resolution (verify the exact clause in Grafana Cloud's SLA before filing).
Does Ontracko file Grafana Cloud SLA credit claims for me?
Ontracko monitors Grafana Cloud for free, detects SLA breaches automatically, and assembles the complete claim package (evidence + credit math + claim text). You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Grafana Cloud and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.