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Billable user calculation and user downgrade rules

For New Relic One pricing, the count of billable users is a billing factor.

View user count in the UI

For how to view your user count in the UI, see Billing-related UI.

Pricing versions (with and without core users)

We have two versions of the New Relic One pricing model:

  • Our primary New Relic One pricing version. This version is also known as "New Relic One with core users." It was released January 12, 2022. Organizations on this version have access to a third user type: the core user, and their billable user rules are different than the "New Relic One without core users" version's rules.
  • The "New Relic One without core users" version. If your New Relic organization existed prior to January 12, 2022, and hasn't switched to the newer version, this is your version. Organizations on this version can add only basic users and full platform users; they don't have access to core users. This pricing version will be increasingly deprecated over time. See the billable user rules for this version.

Tips for determining which version you're on:

  • If your organization has core users or has the ability to add core users, you're on our primary version. If you can only add basic users and full platform users, you're on the "New Relic One without core users" version. You can view your users by going to the User management UI.
  • Another way to determine your version is by going to the Manage your plan UI. If you see "New Relic One - Users", that means you're on the "New Relic One without core users" version.

For more about the differences between these versions, see Core users release.

Billable user calculation

The main way to understand your billable user count is to go to the usage UI. If you need more detail than the UI provides, you can also run usage-related queries.

Important

These billing rules apply for organizations on our primary New Relic One pricing version (the version with core users).

To determine an organization's count of billable users in a calendar month, we count the users during that month who had a billable user type of either full platform user or core user. A user’s billable user type is defined as the highest user type at which a user was set during a calendar month. We use UTC timezone to define the start and end of a calendar month.

For an example of how this works in practice: If a user is set as a full platform user at any point during a calendar month, their billable user type for that month is "full platform user," and won't change, even if they downgrade later that month. This is the case even if that user is changed to a full platform user only briefly.

If you're planning on adding billable users or changing your users' user type, you should keep these rules in mind. Some tips:

  • If you want to add a billable user or upgrade a user, you might choose to do that at the beginning of the month.
  • If you want to downgrade a user, you might choose to do that at the end of the month.

The count of your unique users is determined by email address. If there are multiple user records in an organization that have the same email address, for billing purposes those user records would count as a single user, and that user's billable user type would be their highest user type assigned during that month.

The cost of your billable users depends on an organization’s pricing edition (Standard, Pro, or Enterprise) or on any custom deals you have with New Relic.

When a New Relic organization first starts being billed, their billable user count is pro-rated based on when during the month they started. If an organization cancels their subscription, prorating is also applied for their last month.

User downgrade rules

Important

This section applies only for organizations on the our primary New Relic One pricing version (the version with core users).

The rules pertaining to how many times you can downgrade full platform users differ depending on your usage plan:

New Relic One pricing without core users

The following rules apply only for organizations on the version of New Relic One pricing without core users:

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