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by oxfordmale 1382 days ago
Recently you pulled one of our Grafana plugins without notice as you had upgraded this to an Enterprise license. We are more than happy yo pay, however, pulling production support without reaching out to negotiate a license is a d** move. We suffered an outage of several days while scrambling to get the payment approved. Luckily we didn't suffer any major outage in that window.
1 comments
divygoel 1382 days ago
Hey @oxfordmale - Sorry to hear about your experience. Would you be open to a live discussion so I can understand your issue further?

Surprised to hear this as none of our Enterprise plugins had a change in licensing (i.e. going from free to paid, or shifting within paid tiers) as far as I am aware. Would love to dig into this further.

If you're up for it, feel free to send me a note at divy.goel@grafana.com or let me know how best to reach you!

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oxfordmale 1382 days ago
It concerns this plugin. We had a previous version of this working for years. It suddenly was deactivated one day and after us reaching out the support team, we were advised we had to upgrade to Grafana Enterprise to be able to get this working again. This is fair enough, however, what shows utter lack of respect is that you couldn't give us a grace period and this resulted in our Production Monitoring to be broken for several days. A company that cares would reach out to its customer repeatedly by email first, and if that got ignored, grant a grace period when the customer reaches out. Payment authorisations take time, and it is not great to have broken monitoring on a system that processes millions of dollars each day.

https://grafana.com/blog/2020/07/22/introducing-the-new-and-...

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RichiH 1381 days ago
NB: I work for Grafana Labs as Directory of Community.

As this is not how we (try to) operate, I also had a look.

From what I could find, it seems the account you are referring to is a very early Cloud account. For reasons I don't know and which might be lost to history, your account had an old and non-standard license attached to. From the viewpoint of today, the license itself seems broken.

To be clear, that is neither your fault nor do I believe you could have caught it even if you looked. While there was no change in the licensing requirements on the plugin, an upgrade to a significant rewrite of the plugin "fixed" the problem of accepting a broken license. That "fix" meant the plugin stopped working.

Again, this is not your fault. But it was not a deliberate action by Grafana Labs nor caught by our testing, either.

I believe your company is in contact with David Dorman, our Head of Self-Service, about this. If you'd like me to ask him to follow up with you directly as well, please let me know how to best contact you.

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