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Grafana Labs Contact Information

Grafana Labs (Raintank, Inc. dba Grafana Labs) makes the open source Grafana software and runs the Grafana Cloud hosted service. Customers handle billing and plan changes in the Cloud Portal and raise problems through support tickets. The Terms of Service send disputes to binding arbitration, and in May 2026 the company disclosed a breach of its GitHub environment. No published complaint reports are currently linked to this profile.

REVIEWS & COMPLAINTS0none submitted to USAComplaints yet · see external reviews
WEBSITEgrafana.com
HEADQUARTERSNew York, NY
PROFILE CHECKED2026-11-04
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VERIFIED

Contacts & Login

PhoneEmailAddress

Customer service & general contact

Cancel, billing & returns

Settlements & legal notices

Corporate & press

  • Issuer phone in SEC Form D; no company page offers it for support(212) 812-4179
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Corporate & press (continued)

Privacy requests

Other contacts

VERIFIED

Locations

  • Headquarters165 Broadway, 23rd Floor New York NY 10006
EDITORIAL

Is Grafana Labs Legitimate?

Trustpilot

Legal name
Raintank, Inc.
Founded
2014
Business type
Software company behind the open source Grafana project and the Grafana Cloud observability service (metrics, logs, traces, dashboards, alerting)
Website
grafana.comSource: Grafana Labs contact page, checked 2026-10-27
Headquarters
New York, NYSource: Principal place of business in the Form D filed by Raintank Inc., checked 2026-11-04

Legal name used in the company's documents: Raintank, Inc., doing business as Grafana Labs (documentation copyright notice and Privacy Policy, July 10, 2026 version). Address listed for the data controller: 165 Broadway, 23rd Floor, New York, NY 10006. Website: grafana.com. Founded: 2014, according to a 2021 company blog post; the Grafana software itself dates to December 2013. Co-founders named on the About page: Raj Dutt, Torkel Ödegaard, Anthony Wood. Raj Dutt is the CEO. SEC filings list Raintank Inc. as a Delaware corporation based in New York. The company sells the Grafana Cloud hosted service and publishes the Grafana software as open source. AWS Marketplace shows 4.5 out of 5 from 240 ratings for Grafana Enterprise, most of them external reviews from G2 and PeerSpot; the most common complaints in recent reviews are the learning curve and setup.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

TrustpilotUnclaimed profile for grafana.com
0 reviews
EDITORIAL

Reviews, complaints and incidents

No published complaint reports are currently linked to this profile.

Trustpilot. The Trustpilot page for grafana.com is unclaimed and has no reviews.

AWS Marketplace reviews. AWS Marketplace shows Grafana Enterprise at 4.5 out of 5 from 240 ratings (10 AWS reviews and 230 from G2 and PeerSpot), with 97% of ratings at four or five stars. The Grafana Cloud Kubernetes Monitoring listing shows the same recent G2 reviews, so its score is not separate evidence. These are reviews of Grafana in general, and at least one comes from a user of the free self-hosted version rather than a paid plan. In the most recent reviews, the most common complaints are the learning curve, setup and alerting configuration. One reviewer called "the pricing a little difficult to predict" and said the tool can become "complicated and expensive to manage as usage grows". Another wrote that during a complex setup "there is not really any accessible documentation or support to help". Praise centers on dashboards, plugins and the range of data sources.

Billing incidents the company has reported. Grafana's own status page, status.grafana.com, has listed incidents that affected usage figures. From about 20:00 UTC on June 20, 2026 to about 16:00 UTC on June 22, some customers had unexpectedly elevated logs query usage; under the title "Unexpected Billing Impact", the company said it "is reviewing affected accounts for appropriate remediation". On September 22 and 23, 2026 some customers saw a spike in reported Kubernetes Observability usage even if they had not activated the product; the company said it would "ensure the amount is corrected before any usage is invoiced". On July 8, 2026 a 23-minute gap hit Loki billing usage data, which the company said "cannot be recovered". On November 3, 2026 it reported that an exporter fault made October usage show as 0 in its cost management app and said this "did not affect billing". If a usage figure or invoice falls in a period like these, name the incident in your support ticket and ask for a corrected figure in writing.

2026 security incident and data breach. In May 2026 Grafana Labs said attackers had used a GitHub token, missed when it rotated credentials after the TanStack npm supply chain attack, to download its codebase, and then demanded a ransom. The company says it did not pay; The Record reported the same refusal at the time and named the extortion group as CoinbaseCartel. According to the company's post-incident review, the breach was limited to its GitHub environment, Grafana Cloud was not affected, and customers and open source users do not need to take any action. The review says the downloaded repositories also held internal operational information, business contact names and email addresses, and email addresses used in some past marketing campaigns. The company engaged Mandiant for an independent audit and quotes it as finding "no evidence of code tampering or repository poisoning within public organizations or production repositories delivered to end users". Anyone who wants to know whether email addresses at their domain were identified can ask Grafana Labs support.

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Lawsuits and class actions. Disputes under the Terms of Service go to binding arbitration, with a small claims exception, and section 20.3 waives class actions; the company background section has the details.

Trademark board. On March 18, 2026 FARO Technologies, Inc. petitioned the USPTO Trademark Trial and Appeal Board to cancel the FARO trademark registration (Reg. No. 8147947) held by Raintank, Inc. dba Grafana Labs (Cancellation No. 92091183). Raintank filed its answer on July 16, 2026. This is a dispute over a trademark registration, not a consumer matter, and the board has made no ruling. Grafana Labs uses the name Faro for its open source frontend observability project.

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EDITORIAL

Grafana Cloud billing, cancellation, refunds and support

Two different things share the name. Grafana is open source software that anyone can run on their own servers; Grafana Cloud is the paid and free hosted service operated by Grafana Labs.

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Billing, plans and support tickets discussed on this page apply to Grafana Cloud. For self-run open source Grafana, support comes through the documentation and the public community forums.

Support. Free accounts get the documentation and the public community forums, "except for issues like broken accounts", for which the Open a Support Ticket button in the Cloud Portal can be used.

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Pro accounts get email support "during business hours" through the same button. Contracted plans get 24/7 support through the button or the account team. For service problems, Grafana says to check status.grafana.com first. For general inquiries there is [email protected], a contact form and the Grot AI answer bot. The [email protected] address accepts software vulnerability reports only; other security questions go to the support team.

Customer service phone number. Grafana's contact and support pages list no customer service phone number on any plan, though the contact form offers Phone as a preferred contact method. The Form D that Raintank filed with the SEC gives an issuer phone of (212) 812-4179; no company page offers it for support. Use Open a Support Ticket in the Cloud Portal for billing and account problems.

How to cancel. Sign in at grafana.com, select My account, open Billing and click Manage Plan. If no downgrade or cancel option appears, open a support ticket asking for cancellation, the effective date and the final invoice, all in writing.

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Grafana's documentation does not say when a downgrade takes effect, so ask before you change the plan if the timing matters. Deleting a stack is a separate, permanent action; ask in the ticket whether it also ends billing before you rely on it.

Refunds and renewal. Grafana's billing documentation sets out no refund policy. The Terms of Service say use of its proprietary software, including a free trial, is governed by the Master Services Agreement (MSA) or another agreed license, and the MSA defines an Order Form to include an "online equivalent" without carving out self-serve monthly plans. Under the MSA, "All Fees are non-cancelable and non-refundable", and the customer pays for the entire subscription term "whether or not actually used". The one stated exception is a refund for defective Professional Services that cannot be re-performed. A term renews automatically for the same length unless your Order Form says otherwise or either side gives written notice (email is acceptable) at least 60 days before it ends. Ask support in writing before counting on a refund.

If you subscribed through a cloud marketplace. Grafana's invoice documentation sends AWS, Azure and Google Cloud marketplace subscribers to that provider's account portal for invoice details and billing notifications. In AWS Marketplace, a usage-based SaaS subscription is canceled from Manage subscriptions: choose the SaaS delivery method, select the subscription, then Actions and Cancel subscription. AWS says canceling stops future charges but does not refund invoices already issued, and that you still owe for usage already incurred. On Azure or Google Cloud, start in that provider's marketplace account.

Deleting your data. To ask for deletion of your personal data or account information, the Privacy Policy gives [email protected] and the New York mailing address.

Sending a dispute. Open a support ticket from the Cloud Portal (or contact the account team on a contracted plan) and include the invoice ID, the stack name, the billing month and the product line (metrics, logs, traces). If you paid by card and the ticket does not resolve it, you can dispute the charge with your card issuer. For a personal credit card, the federal Fair Credit Billing Act covers billing errors such as a charge you did not authorize, a wrong amount, or a service not provided as agreed. Your letter must reach the issuer within 60 days after the first bill with the error was sent, at the address it lists for billing inquiries, not the payment address.

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These billing-error rules are written for consumer cards, so check your business card agreement. Federal limits on liability for unauthorized use can still apply to business cards, although an issuer and a business with ten or more employee cards may set their own terms by contract. You can also report a charge you believe was unauthorized or misrepresented to the FTC at ReportFraud.ftc.gov or to your state attorney general's consumer protection office.

Where billing and plan changes are handled. In the Cloud Portal, the left-hand menu includes Billing: "View invoices, manage credit cards, and manage your subscription." Free accounts are limited to one stack; paid month-to-month accounts can create up to three stacks by default.

Deleting a stack is permanent. Grafana's stack documentation warns: "When you delete a stack, it permanently removes a stack. This action can't be reversed." The steps are: in the Stacks section click Details, select Delete Stack (the red trash can icon) and enter the stack name to confirm. Export anything you need before deleting.

Billing is usage based. Grafana Cloud pricing is usage based and each product has its own unit (for example metrics per 1,000 billable series, logs and traces per GB, users per monthly active user). On the pricing page, Free is $0 and Pro starts at $19 a month plus usage above the free tier; Enterprise starts at a $25,000 annual spend commitment.

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To avoid surprises, the documentation says billing usage alerts for Cloud Metrics, Cloud Logs or Cloud Traces "can help prevent unexpected charges"; they are set up in the Cost Management and Billing app or from the Billing/Usage dashboard panels. Invoices are listed on the Invoices tab of that app and need the Invoice reader role.

PUBLIC RECORD

Court & Public Records

Litmus Software, Inc. v. Raintank, Inc.

Filed

U.S. District Court, S.D.N.Y.Docket 1:16-cv-00958Source ↗

Filed — no final outcome recorded

Trademark suit against Raintank, Inc., the legal name of Grafana Labs. The docket shows the case closed on May 24, 2016. The claims were allegations.

EDITORIAL

Who Grafana Labs is, its 2021 license change, and the contract terms that bind customers

Operator. Grafana Labs is the trade name of Raintank, Inc., as the documentation copyright notice and the Privacy Policy both state. SEC records show a Delaware corporation.

Headquarters and corporate office. The Form D that Raintank filed with the SEC in March 2026 gives its principal place of business as 165 Broadway, 23rd Floor, New York, NY 10006, the same address as the Privacy Policy and the company's trademark record. The SEC's filer header shows a different address, 29 Broadway, 31st Floor. The company describes itself as 100% remote, with team members in more than 40 countries, and customer service runs through the Cloud Portal.

Owner and CEO. Raj Dutt, a co-founder, is the CEO. The company is privately held: its March 2026 Form D reports about $250 million sold in a Series E preferred stock offering. Its August 2026 press release names Lightspeed Venture Partners, Sequoia Capital, GIC, Coatue, J.P. Morgan, CapitalG and Lead Edge Capital as investors, and says the company has more than 10,000 customers.

History. The company's About page says Torkel Ödegaard created Grafana, an open source dashboarding tool, in December 2013, and lists Raj Dutt (co-founder and CEO), Torkel Ödegaard (co-founder and CGO) and Anthony Wood as co-founders. A 2021 blog post by Raj Dutt says: "Grafana Labs was founded in 2014 to build a sustainable business around the open source Grafana project." Products named on its pricing page include Grafana Cloud (Free, Pro and Enterprise plans), metrics, logs, traces, profiles, k6 performance testing, IRM, Kubernetes Monitoring and Synthetic Monitoring.

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License change (April 21, 2021). In a blog post that day the company announced: "we will be relicensing our core open source projects (Grafana, Grafana Loki, and Grafana Tempo) from the Apache License 2.0 to the Affero General Public License (AGPL) v3. Plugins, agents, and certain libraries will remain Apache-licensed." It also said the change "does not prevent our users from using, modifying, or providing our open source software to others", but that under the AGPL "users have to share source code if they are modifying it and making it available to others (either as a distribution or over a network)", and that it was updating its contributor license agreement to one based on the Apache Software Foundation's. The Grafana repository's LICENSING.md currently states: "The default license for this project is AGPL-3.0-only", and lists some directories (for example packages/grafana-ui and packages/grafana-data) as Apache-2.0.

Contract terms. Two documents can apply: the Master Services Agreement (MSA, last updated September 30, 2025) and the Terms of Service (last updated July 10, 2026). Their fee and renewal effects are explained in the billing section.

Arbitration and class actions. Section 20 of the Terms of Service asks both sides to try to resolve a dispute directly first. Section 20.1 points to "your sales rep" and gives no dispute address, so put the dispute in a written support ticket and keep a copy. If it is not resolved within 30 days, either side can start binding arbitration before the American Arbitration Association. Section 20.3 waives class actions, and section 20.5 keeps small claims court open for individual claims. A notice at the top of the Terms mentions opting out of arbitration, but section 20 gives no opt-out steps. The MSA has no arbitration clause; for customers domiciled in North or South America, section 13.1 names New York law and the courts in New York, NY.

EDITORIAL

Frequently Asked Questions

How do I contact Grafana Labs about Grafana Cloud billing or support?

Sign in at grafana.com and select My account to open the Cloud Portal, then click the Open a Support Ticket button at the top of the page (the Open a Ticket item in the Support menu does the same). The support options page says Pro accounts get email support during business hours and contracted accounts get 24/7 support. The company's contact page lists [email protected] for general inquiries and does not list a phone number.

How do I cancel, change or end a Grafana Cloud plan?

Sign in at grafana.com, select My account, open Billing and click Manage Plan. If no downgrade or cancel option appears, open a support ticket asking for cancellation, the effective date and the final invoice, all in writing. Grafana's documentation does not say when a downgrade takes effect. Deleting a stack is a different, permanent action; ask in the ticket whether it also ends billing. If you subscribed through AWS Marketplace, a usage-based subscription is canceled from Manage subscriptions in the AWS Marketplace console; for Azure or Google Cloud, start in that provider's marketplace account. Under the Master Services Agreement, a term renews automatically unless your Order Form says otherwise or either side gives written notice (email is acceptable) at least 60 days before the term ends.

How do I delete a Grafana Cloud stack?

In the Cloud Portal open Stacks, click Details, select Delete Stack and enter the stack name. The page warns: "When you delete a stack, it permanently removes a stack. This action can't be reversed."

How is Grafana Cloud billed?

The company's Pricing and usage page says Grafana Cloud pricing is usage based, with a separate unit for each product (for example per 1,000 billable series for metrics and per GB for logs and traces). The pricing page shows Free at $0 and Pro from $19 a month plus usage above the free tier.

How can I avoid unexpected Grafana Cloud charges?

The documentation says billing usage alerts for Cloud Metrics, Cloud Logs or Cloud Traces can be created from panels of the Billing/Usage dashboard, to be notified when usage passes a threshold, and describes this as helping "prevent unexpected charges".

Does Grafana Labs refund payments?

Grafana's billing documentation sets out no refund policy. The Master Services Agreement says fees are "non-cancelable and non-refundable" and does not carve out self-serve monthly plans; its one stated exception is defective Professional Services that cannot be re-performed. Ask support in writing before counting on a refund, and for a disputed charge open a ticket from the Cloud Portal.

What support does a Grafana Cloud Free account get?

The support options page says Free support is limited to the documentation and the public community forums, except for issues like broken accounts, which can be raised with Open a Support Ticket in the Cloud Portal.

What did the 2021 Grafana license change do?

On April 21, 2021 the company announced that Grafana, Grafana Loki and Grafana Tempo would move from the Apache License 2.0 to AGPL v3, with plugins, agents and certain libraries staying Apache-licensed. The company said users may still use and modify the software but must share source code if they modify it and make it available to others, including over a network.

Which company operates Grafana Labs?

The company's documentation copyright notice names Raintank, Inc. dba Grafana Labs, and its Privacy Policy lists Raintank Inc., doing business as Grafana Labs, at 165 Broadway, 23rd Floor, New York, NY 10006.

Is Grafana Labs a scam?

Grafana Labs is the trade name of Raintank, Inc., a Delaware corporation based in New York that makes the open source Grafana software and runs the Grafana Cloud hosted service; Raj Dutt, a co-founder, is the CEO. AWS Marketplace shows 4.5 out of 5 from 240 ratings for Grafana Enterprise, most of them from G2 and PeerSpot, and the most common complaints in recent reviews are the learning curve and setup. Its Trustpilot page is unclaimed and has no reviews.

Is Grafana Labs legit?

Raintank, Inc., doing business as Grafana Labs, gives its legal name and a New York address in its Privacy Policy and has filed Form D notices with the SEC. The company says it has more than 10,000 customers, and its investors include Lightspeed Venture Partners, Sequoia Capital and GIC. In May 2026 it disclosed that attackers had downloaded its codebase from GitHub and demanded a ransom; the company says Grafana Cloud was not affected. AWS Marketplace shows 4.5 out of 5 from 240 ratings for Grafana Enterprise, most of them from G2 and PeerSpot, and the most common complaints in recent reviews are the learning curve and setup.

What is the Grafana Labs customer service phone number and email address?

Grafana's contact and support pages list no customer service phone number, though the contact form offers Phone as a preferred contact method. For billing and account problems, use Open a Support Ticket in the Cloud Portal. The company's SEC Form D gives an issuer phone of (212) 812-4179, which no company page offers for support. The email address for general inquiries is [email protected]. Privacy requests go to [email protected], press questions to [email protected], and [email protected] takes software vulnerability reports only. Contracted customers can also go through their account team.

Where is the Grafana Labs headquarters and corporate office?

The Form D that Raintank, Inc., which does business as Grafana Labs, filed with the SEC in March 2026 gives its principal place of business as 165 Broadway, 23rd Floor, New York, NY 10006, the same address as the company's Privacy Policy. The SEC's filer header shows a different address, 29 Broadway, 31st Floor. The company describes itself as 100% remote, with team members in more than 40 countries.

Who owns Grafana Labs and who is the CEO?

Raj Dutt, a co-founder, is the CEO; the other co-founders named by the company are Torkel Ödegaard and Anthony Wood. Raintank, Inc. is privately held, and its August 2026 press release names Lightspeed Venture Partners, Sequoia Capital, GIC, Coatue, J.P. Morgan, CapitalG and Lead Edge Capital as investors.

Is there a Grafana Labs lawsuit or class action?

For disputes under the Terms of Service, section 20 provides for binding arbitration, with a small claims exception, and waives class actions; the Master Services Agreement has no arbitration clause. Separately, FARO Technologies has a pending petition at the USPTO Trademark Trial and Appeal Board to cancel a FARO trademark registration held by the company. Raintank filed its answer on July 16, 2026, and the board has made no ruling; this is a dispute over a registration, not a consumer matter. One closed federal case names Raintank, Inc.: Litmus Software v. Raintank, No. 1:16-cv-00958 (S.D.N.Y.), a trademark suit closed in May 2016.

What do Grafana Labs reviews and complaints say?

AWS Marketplace shows Grafana Enterprise at 4.5 out of 5 from 240 ratings, most of them from G2 and PeerSpot, with 97% at four or five stars; its Kubernetes Monitoring listing repeats the same recent reviews. Reviewers praise dashboards and plugins. The most common complaints in recent reviews are the learning curve, setup and alerting configuration, and one reviewer found pricing hard to predict. The Trustpilot page for grafana.com is unclaimed and has no reviews.

Was there a Grafana Labs data breach?

In May 2026 Grafana Labs disclosed that attackers used a missed GitHub token to download its codebase and then demanded a ransom, which it says it did not pay. Its post-incident review says the breach stayed within its GitHub environment and Grafana Cloud was not affected. The downloaded repositories also held internal operational information, business contact names and email addresses, and email addresses used in some past marketing campaigns. The company tells customers no action is needed and sends questions about specific email domains to support.

Sources (25)

Grafana Labs (own site)

Public records

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