Your first hour of a Grafana outage
Most vendors publish an SLA number. This is what actually happens, minute by minute, when you page a senior AceMQ engineer.
You page us
Phone, email, or Slack — any channel reaches the on-call senior engineer directly. No web form, no tier-1 queue.
Named engineer live
A senior engineer who already knows your environment joins a live bridge. Zero cold-start, no re-explaining your topology.
Root cause isolated
Direct broker access, log and metric review, and a working hypothesis with a rollback plan before we touch anything.
Written RCA
Documented root cause, the fix applied, and the prevention steps — delivered after every P1, not just when asked.
SLA tiers, contractually guaranteed
Every tier reaches a senior Grafana engineer. There is no tier-1 triage layer to get through.
Production down, messages not flowing, cluster or broker failure
Severe degradation, rising error rates, approaching capacity limits
Performance issues, configuration problems, non-critical failures
Questions, guidance, best practices, non-urgent improvements
Grafana problems we fix every week
These are real symptoms from real Grafana production environments — and the first thing our engineers check when one comes in.
Grafana problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your Grafana support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
We support Grafana wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
What you get that you don't get elsewhere
Named Engineers, Zero Cold Start
The same senior engineers stay on your account. They know your datasources, your alert routing, and which dashboards your on-call actually opens — so a P1 starts with diagnosis rather than orientation.
No Tier-1 Triage Layer
You reach a senior engineer directly by phone, email, or Slack. Nobody collects details to pass along, and there is no escalation approval standing between you and the person who can fix it.
We Fix the Datasource, Not Just the Panel
A slow Grafana is nearly always a slow query against Prometheus, Loki, Elasticsearch, or a warehouse. We work on both sides of that boundary, which is why the fix usually holds instead of moving the timeout.
Alerting That Reduces Pages, Not Adds Them
We treat alert fatigue as a defect. Every alerting engagement includes pruning rules that never led to action, setting for durations against real noise, and routing so the right team gets paged once rather than everyone getting paged three times.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am outage is someone's mid-afternoon — no overnight skeleton crew, no waiting for a region to come online.
The Whole Observability Stack
Grafana rarely fails alone. We support the Prometheus, Loki, Tempo, and Mimir underneath it, and the Kubernetes it all runs on — so nobody hands you back a ticket saying the problem is somewhere else.
Grafana support questions
Talk to a Support Expert
Send us a message and we'll follow up within one business day — or book a free 30-min consultation directly.
305-204-2607info@acemq.comMiami, FL 33130
Prefer to talk now? Call us directly or use the consultation tab to find a time that works.