What do you like best about the product?

The concept behind Grafana’s platform is promising—visually appealing dashboards, broad integrations, and the possibility to monitor metrics all in one place.

However, our overall experience turned out to be very disappointing.
Despite only testing Grafana Cloud’s Prometheus service for a short time—and encountering immediate limits that prevented any real functionality—we were billed thousands of dollars with no clear explanation or help.

Attempts to resolve the issue were met with minimal cooperation and opaque justifications that left us feeling let down rather than supported.

What do you dislike about the product?

Our company’s experience with Grafana Labs has been extremely disappointing and frustrating. We briefly tested Grafana Cloud’s Prometheus service—at most for an hour—and encountered immediate technical limits (remote write cap and rate limits). Despite those limits preventing a successful setup, Grafana still billed us thousands of dollars (over $4,000) for alleged “usage” we can’t verify.

When we requested a detailed breakdown (such as which metrics or IP addresses were involved), Grafana’s support team could only repeat that they saw a large volume of data hitting their cloud, insisting it was our fault without giving concrete evidence.

Their attempts at resolution were minimal at best—offering small partial refunds on a huge invoice—and pointedly ignored our contention that the usage data they claimed to have seen was inconsistent with our actual test.

Even after explaining that we never got the service fully working and canceled in fear of racking up more charges, Grafana was unwilling to provide a fair or transparent resolution.

If you’re looking for a cloud solution that stands behind clear pricing, customer-friendly policies, and helpful support, our experience shows Grafana Labs doesn’t meet those standards.

We ended up paying an unjustifiably high bill for a failed test and received almost no cooperation in understanding or rectifying the situation.

It felt like a money grab rather than genuine customer support.

What problems is the product solving and how is that benefiting you?

Grafana Labs aims to centralize monitoring data—metrics, logs, and traces—into one unified platform. That helps in general terms - They just dont want to execute on on helping their customers.