Run Prometheus confidently in Production with24*7 expert support for all your monitoring needs.
InfraCloud is officially recognized by Prometheus as their ‘Commercial Support partner’ to provide the best in the industry enterprise-grade support.
Prometheus CommercialSupport & Services
Confidently use Prometheus for monitoring and let InfraCloud manage the complexities. Whether you need help with alerting, visualization, or analysis, the professionals are here, so you don’t miss a single unit of data & get critical insights that help you in delivering a better product.
100+ Companies of all size trust us as their partner
70% Engineers with industry recognized certifications
7+ Years in development
4 Offices worldwide
24*7 Support
Be it night or day, we are 24*7*365 available to support Prometheus emergencies (P1 & P2).
Unlimited Incidents
Unlimited priority support for any emergencies without fear of running out of support.
Secure Updates
Regularly checking and installing Prometheus updates to keep the app data safe.
Customizations
Creating custom metrics, defining alerting rules, and configuring the web interface.
Data Assistance
Modeling, labeling, and aggregating the collected data for easier consumption.
Integration
Integrate with Grafana & other tools to enhance its observability capabilities.
Prometheus Commercial Support Tiers
Need ad hoc Prometheus Support?
Adopt Prometheus from Scratch?
Prometheus Support Service Cycle
#01
Report
Connect with the InfraCloud team via Slack or Jira ticket, based on the incident’s severity. Refer to the support matrix for guidance.
#02
Acknowledge
We’ll address the Prometheus issue and assign a dedicated engineering team to it.
#03
Solution
Our Prometheus experts will conduct a thorough audit of the observability issue and develop a detailed plan to resolve it.
#04
Collaboration
We’ll collaborate with your team, either to implement our plan to resolve the issue or to guide your team in fixing the data pipelines themselves.
#05
Resolution
After a successful resolution, we will close the ticket, providing you with complete transparency.
Transparent Plans for Prometheus Commercial Support
| Support Medium | Description |
| Technical Support | 24*7 for severity 1 & 2 incidents; business days (US) for severity 3 & 4 incidents. |
| Support Channel | Web Portal (Jira Service Management). |
Audio/Video calls for severity 1 & 2 incidents, after triaging the issue.
Dedicated Private Slack Channel to resolve issues. |
| SLA | Based on the incident severity (mentioned below). |
| Business hours (P3-P4) | 9 AM - 6 PM EST/PST |
| Service Level Production Support | Description | Severity 1 | Severity 2 | Severity 3 | Severity 4 |
| Response time | InfraCloud initial response after customer files initial request. | 1 hour | 2 hours | 1 business day | 2 business days |
| Ongoing response time | Subsequent responses. | 2 hours | 4 hours | 1 business day | 2 business days |
| Resolution time | Time from the incident created to the resolution. | 4 hours | 2 days | 5 days | 15 days |
Prometheus Support Experts, Keeping it Production Ready 24*7
Schedule a call with one of our experts (absolutely no strings attached)!