Global Technical Support offerings

The New Relic One Support Plan below applies only to a customer’s paid subscription on the New Relic One pricing model.

Notes:

• If you have not upgraded or changed to the New Relic One pricing model, your existing support plan still applies.
• Initial Support Response Time begins when the request is received by the New Relic support system.
• Critical means customer’s business operations are severely impacted due to New Relic with no available workaround; or there is a critical security issue.
• This Support Plan is subject to change at any time; changes will take immediate effect.

The below Support Plan applies only to a customer’s paid service subscription to non-New Relic One Products (our original product-based pricing model).

Notes:

• Silver tier applies to customers with $1 to $9,999 annual spend. Gold tier applies to customers with $10,000 to $99,999 annual spend. Platinum tier applies to customers with $100,000 annual spend and above. Contact your Account Manger regarding Priority Support.
• Initial Support Response Time begins when the request is received by the New Relic support system.
• Critical means customer’s business operations are severely impacted due to New Relic with no available workaround; or there is a critical security issue.
• This Support Plan is subject to change at any time; changes will take immediate effect.

The New Relic Community Forum is 100% free and open to anyone with a New Relic account. The community is a place where many customer questions have already been asked and answered. Answers come from our community of experienced users, New Relic Support Engineers, and dozens of other Relics who help answer questions and solve problems. If you want to ask a question, check the community - if your question has not already been answered, members of the community can help.

We want everyone to monitor their systems, and we're contributing our technology back to the open-source community to make that happen. You can find all our open source projects in our Github repo. We're committed to open standards, open-sourcing all of our instrumentation, and engaging engineers where they are, in the communities they already belong to. For more information on support for Open Source projects, visit our Open Source Support Policy.

New Relic offers a diagnostics utility that can automatically detect common problems with New Relic agents. If Diagnostics detects a problem, it suggests troubleshooting steps. New Relic Diagnostics can also automatically attach troubleshooting data to a New Relic Support case. We have also made available Troubleshooting Frameworks that step users through common troubleshooting questions.

Support is now available in the New Relic One Platform! Just click on the question mark at the top right of your New Relic One screen to surface contextual documentation and resources. Depending on the Service Level associated with your New Relic account, you may be eligible for ticketed support and can open a ticket without leaving the New Relic One Platform. As an alternative, customers eligible for ticketed support may also open a support case from the New Relic Support page

We are available 24 hours a day, 7 days a week, 365 days a year to help you troubleshoot issues related to the New Relic One Platform and generally available New Relic Products as outlined below.

Our Products are fully tested with the compatible environments and installation frameworks, and we’re here to help you through issues that may arise with our Products within these compatible environments and frameworks. We cannot support installation or configuration of our Products in environments or frameworks that do not meet established compatibility requirements. But if you're looking for help customizing New Relic for your particular environment, New Relic’s Expert Services is a team of highly skilled consultants that can assist with unique configurations or environments.

We are eager to help troubleshoot issues with the Products and features we make generally available, and those categorized as New Relic’s Open Source Community Plus Projects. New Relic’s Global Technical Support does not support customizations, modifications, or extensions to our code. Customizations or extensions to New Relic’s Open Source Projects in other Project categories are supported by the developer community in GitHub. New Relic’s Expert Services is a team of highly skilled consultants that can assist with unique configurations or environments.

With New Relic One, users have the ability to extend beyond the curated dashboards and design custom applications tailored to your business. New Relic’s Global Technical Support team does not support custom applications. The New Relic Developer site provides guidance on building custom apps, and here are a growing number of open source apps that you can use to get started.

We are happy to help troubleshoot issues related to the New Relic One platform that may be causing issues with a script or query. We cannot provide solutions for specific script or query use cases. New Relic Documentation and New Relic University offer resources on how to construct custom scripts and queries.

New Relic may EOL products in accordance with the EOL policy. We recommend upgrading to our newest versions so you can take advantage of recent capabilities and bug fixes. More details are available in our published End of Life Policy.

Our support team covers generally available New Relic Products. Products that are in Beta or Limited Release status are not considered “generally available.” If you are invited to participate in a Beta program, or are using a Limited Release component, your account team will be your point of contact for questions. Please contact your account representative directly.

We want to help every customer get the most of their New Relic experience within what are increasingly complex environments. However, we can’t help with things we didn’t build. We cannot assist with administration, configuration, or troubleshooting of a customer environment. When in doubt, you can get in touch with us, and we’ll help verify whether an issue is with our Product within a supported environment so you know where to go next.

New Relic integrates well with many Third Party tools and services; however, we cannot support tools and services not provided or licensed by New Relic. We’ll do our best to determine whether an issue is with New Relic’s Products or caused by something outside of our control and purview. Issues with installation or configuration of the Third Party tools and services themselves should be directed to the respective owner of that Third Party tool or service or to the developer community. The Community and GitHub are great resources for assistance with Third Party tools and services as well.

For security reasons, some account-related Product functions must be conducted by the New Relic user designated as the “account owner,” such as Enabling SSO and High-Security Mode, adding users, and upgrading user permissions.

We are here to help you solve problems you may encounter on the road to instrumenting everything. Global Technical Support cannot provide user training on New Relic Products. New Relic offers a well-curated library of documentation and in-depth tutorials organized by Product, skill level, learning format, and solutions to help you navigate the observability journey. Check out New Relic University!

Global Technical Support is here to help our valued customers as outlined in these support offerings. If you need help with something that falls outside of the Scope of Support, New Relic’s Expert Services is a team of highly skilled consultants that can help you navigate the challenges of building modern software and adopting the latest technologies, so you can focus on what you do best: delivering an incredible experience to your customers.