Grafana Cloud SLA
99.5% uptime guarantee (Pro, Enterprise plan only)
Official SLA Commitment
Applies to
Pro, Enterprise plans only
Scope
Monthly billing period, per service
Measurement
99.5% of requests succeed within a given monthly billing period for all generally available services. 99.5% of autonomous actions (alert evaluation, synthetic monitors, etc.) completed successfully within a given monthly billing period.
Exclusions
Planned maintenance (max 1 per quarter with 24h notice), customer-requested maintenance, external network conditions outside Grafana Labs' control, extraordinary volume exceeding 300% of highest sustained 24h usage in preceding 30 days, customer third-party software, free and beta services.
Not covered
Free tier, beta services, self-hosted Grafana
Promised vs Measured
SLA Promise
99.5%
≤ 3h 36m downtime/month
Measured (30d)
99.99%
≈ 4m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
99.99%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Free | No uptime SLA | $0 (forever) | — |
| Pro | 99.5% | $19/mo + usage | |
| Enterprise | 99.5% | $25,000/yr minimum commit |
Source: grafana cloud.com/pricing
SLA Credit Policy
Service level credits as a percentage of the total monthly cost of the affected service. Credits must be claimed within 10 days of the event. Maximum credits per calendar month cannot exceed 100% of the monthly revenue of the affected services.
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.5% | 10% of monthly fee |
| 98.0% – 99.0% | 20% of monthly fee |
| 97.0% – 98.0% | 50% of monthly fee |
| < 97.0% | 100% of monthly fee |
Credits capped at 100% of monthly fee. Must be claimed within 10 days.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines) | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
4m
Incident Summary (90 days)
Total Incidents
67
Active Now
0
Resolved
67
Avg. Resolution
11h 52m
Grafana Cloud SLA: What You Need to Know
Grafana Cloud guarantees 99.5% uptime measured as monthly billing period, per service. This commitment applies exclusively to Pro, Enterprise plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, Grafana Cloud currently shows a 30-day measured uptime of 99.99%. This meets their published SLA commitment of 99.5%.
What's Covered (and What Isn't)
Grafana Cloud's SLA specifically covers monthly billing period, per service. It explicitly excludes: Free tier, beta services, self-hosted Grafana. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 99.99% uptime, you can expect approximately 52m of cumulative downtime per year from Grafana Cloud alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks Grafana Cloud's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 5 minutes. Uptime is calculated as the percentage of time all components report operational status.
