Support & SLA
How to reach support and what to expect by plan. For pricing, see Plans & Prices.
The response-time tables on this page are an interim draft. Final SLA terms for the Pro and Enterprise tiers will be confirmed before launch and reflected here.
Support channels
Email (primary)
Use email for:
- Account or billing questions
- Access requests (dashboards, datasources, additional Grafana users)
- Content requests (new metrics, dashboards, scenarios)
- Reporting wrong data, broken links, or methodology concerns
- Research collaboration inquiries
- Custom Enterprise scoping
- Documentation feedback, typos, link rot, dashboard suggestions
What to include in a support request
To get a useful answer fast, include:
- Your plan tier (Free, Pro, Enterprise) and Grafana username if known.
- A clear, single-question subject line. Example: "Pro upgrade question" or "Wrong number on Prysm dashboard panel Memory".
- Reproduction details: the dashboard URL, blog post URL, or PromQL query at issue.
- Time window: when you observed the problem, in UTC.
- Your guess at severity: does the system look broken, or is this a question?
Response time expectations (draft)
Best-effort targets during European business hours (Monday to Friday, 09:00 to 17:00 CET/CEST):
| Plan | First response | Resolution / ack |
|---|---|---|
| Free | Best effort, no commitment | n/a |
| Pro | 1 business day | 5 business days for non-critical issues |
| Enterprise | Per contract (typically 1 business day) | Per contract |
Outside business hours we monitor critical infrastructure alerts but do not commit to off-hours response on support email. Enterprise customers with on-call requirements can negotiate this in their contract.
What counts as "critical"
Critical means: dashboards are unreachable, datasources return no data, or a security issue is suspected. Slow responses, panel glitches, and missing metrics are non-critical.
Incident handling
When something is broken on our side
- Detection. Most outages are caught by internal alerting. If you spot one first, email us with a brief description and the affected URLs.
- Acknowledgement. For critical incidents during business hours, we acknowledge within the response-time window above.
- Mitigation. Restoring service takes priority over root-cause analysis.
- Postmortem. For material outages (more than one hour of dashboard unavailability or data loss), we publish a short retrospective in the Changelog.
Status page
A public real-time status page (uptime, current incidents, planned maintenance) is on the Roadmap. Until it lands, email us if you suspect an outage.
Reporting a security issue
If you suspect a vulnerability in StereumLabs infrastructure (e.g., unintended data exposure, authentication bypass, RCE):
- Email contact@stereumlabs.com with subject line starting with
[SECURITY]. - Do not post details on any public channel until we have had a chance to investigate and remediate.
- Allow us a reasonable window to investigate and remediate before public disclosure.
Coordinated disclosure timelines are arranged case-by-case. We will credit reporters in any associated changelog entry unless asked to anonymise.
StereumLabs operations are covered by RockLogic GmbH's ISO 27001 certification. Information-security processes follow the controls scoped under that audit.
Methodological concerns
If you think one of our numbers or methodology choices is wrong (a wrong unit, an unfair comparison, a flag we shouldn't be using, a baseline that's miscalibrated), that's not a support issue. It's the kind of feedback we want.
Email contact@stereumlabs.com. Substantive methodology updates land in the Changelog with rationale.
Custom dashboards
Pro customers can request custom dashboards on a fair-use basis. Send a short proposal with audience, metrics, and the question the dashboard should answer. We assess scope and effort and aim to deliver as part of the regular release cadence. Enterprise customers get priority queueing and larger scope.
Custom engagements
Enterprise customers can scope:
- Custom runs: specific VM specs, clients, versions, parameters.
- Custom dashboards with priority queueing.
- Custom reports: tailored analysis on your fleet or a specific question.
- Direct API access to the underlying datasources.
- Co-authored research for academic or industry research projects.
Reach out at contact@stereumlabs.com with a short brief.
Change control for this page: material edits will be logged in the global Changelog with a short rationale and effective date.