Global Technical Support offerings

The New Relic Support Plan offers a variety of resources based on your service subscription. Check out the Support Plan information, resources, channels, scope of support, and video overview below.

Support plans

These Support Plans apply only to your paid service subscription under an existing New Relic agreement. If you have questions about these New Relic Support Plans, contact your New Relic account representative.

Support plan for New Relic One pricing and packaging model

The below New Relic One Support Plan applies only to a customer’s paid subscription to New Relic One (Full Stack Observability).

Standard Pro Enterprise
BENEFITS
Explorers Hub Community fa-check fa-check fa-check
Documentation fa-check fa-check fa-check
Support Portal Access @ support.newrelic.com fa-check fa-check fa-check
Communication Method Community Forum Community Forum, Ticket, Chat Community Forum, Ticket, Chat, Phone, Slack
Support Hours 24x7/365 24x7/365
Initial Support Response SLA 2 hours critical, 8 hours standard 1 hour critical, 3 hours standard
On-Boarding On-demand video Training Webinar/Virtual Training Designated Technical Account Manager
Designated Support Customer Experience Manager fa-check
Priority Ticket Routing fa-check
Critical Date/Event Support fa-check
Support Escalation 1-Click Away fa-check
Request 911 Bridge Support fa-check

Notes:

  • If you have not upgraded or changed to the New Relic One pricing plan, 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.
Original New Relic support plan

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

Silver Gold Platinum Priority
Essential Plus
BENEFITS
Documentation fa-check fa-check fa-check fa-check fa-check
New Relic University fa-check fa-check fa-check fa-check fa-check
Support Portal Access at support.newrelic.com fa-check fa-check fa-check fa-check fa-check
Explorers Hub Community fa-check fa-check fa-check fa-check fa-check
Communication Methods Explorers Hub Explorers Hub, Ticket Explorers Hub, Ticket, Phone Explorers Hub, Ticket, Phone, Slack Explorers Hub, Ticket, Phone, Slack
Support Hours 24/7x365 24/7x365 24/7x365 24/7x365
Initial Support Response Time 2 hours critical, 8 hours standard 2 hours critical, 4 hours standard 1 hours critical, 3 hours standard 1 hours critical, 3 hours standard
Priority Ticket Routing fa-check fa-check
Designated Support Customer Manager fa-check fa-check
Expert Services Support Solutions Architect fa-check
NRU Instructor Led Training fa-check
Quarterly Health Check, Office Hours fa-check
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.

Support resources

We're here to help you get everything you need from the New Relic One Platform. To begin with, we recommend that all New Relic users become familiar with these resources:

You may find these resources helpful too:

We are committed to providing documentation and tools to assist with installation, configuration, and diagnostics of New Relic’s distributed software as described here:

Support channels

If you need assistance with New Relic Products, you are in good hands with several support channels available to you depending on the service level associated with your New Relic account. For more information about service levels, please refer to our Support Plan.

Community forum
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.
Github
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 [Link]Open Source Support Policy.
Diagnostic tools
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 ticket. We have also made available Troubleshooting Frameworks that step users through common troubleshooting questions.
Support ticket
Visiting the New Relic Support page is the first step to submitting a support ticket with New Relic’s Global Technical Support. Depending on the Service Level associated with your New Relic account, you may be eligible for ticketed support, and 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.

Scope of support

You can have confidence that the Products we make Generally Available are fully tested with the compatible environments outlined in New Relic Documentation. New Relic’s Global Technical Support provides assistance with the New Relic One Platform, and the features and capabilities inherent in the Telemetry Data Platform, Full Stack Observability, and Applied Intelligence Product lines. For issues within Third Party tools, or when tools in your infrastructure aren't working together properly, Global Technical Support may reach a point where we must refer New Relic users to such Third Party or community for assistance.

Support includes

  • Troubleshooting problems on the New Relic One Platform
  • Assistance with issues during installation & upgrade in compatible environments
  • Guidance on implementation and configuration in compatible environments
  • Troubleshooting problems with ingesting data into New Relic
  • General usage and best practice guidelines
  • Identifying bugs with New Relic Products
  • Assistance in English or Japanese Only (Japanese customer Terms of Service)

Support does not include

Unsupported or incompatible environments & frameworks
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.
Software customizations
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.
Custom applications
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.
Custom scripts & queries
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.
End of Life
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.
Beta or Limited Release
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.
Troubleshooting of customer environment
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.
Troubleshooting third-party tools & services
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.
Some account-related functions
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.
Product training
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!
Consultancy services
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.

Open source support

We want everyone to monitor their systems, and we're contributing our technology back to the open-source community to make that happen. 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.

Open source project categories

New Relic Open Source Projects are assigned to one of five different categories. These categories determine the support options available for a project as listed below:

  • Community plus projects: Actively maintained by New Relic. Support requests can be made through Github, Community, and Ticketed Support channels, depending on the service level associated with the New Relic account.
  • Community projects: Actively maintained by New Relic. Support requests can be made through Github or Community.
  • New Relic One catalog: Support requests can be made through the Github channel. Issues/Pull Requests should be directed to the relevant Github repository.
  • Example code: Project support is through Github channel. Issues/Pull Requests should be directed to the relevant Github repository.
  • New Relic experimental: Projects have no ongoing maintenance, development or support.
  • Archived: Projects are read-only, are not actively maintained, and do not have support.

Open source support includes

Support for Community Plus Projects from New Relic’s Global Technical Support includes:

  • Troubleshooting problems with the Community Plus Projects on the New Relic One Platform
  • Assistance with issues with Community Plus Projects during installation & upgrade in compatible environments
  • Guidance on implementation and configuration of Community Plus Projects in compatible environments
  • Troubleshooting problems with ingesting data with Community Plus Projects into New Relic
  • General usage and best practice guidelines with Community Plus Projects
  • Identifying bugs in Community Plus Projects
  • Assistance in English or Japanese Only (Japanese customer Terms of Service)

Open source support does not include

  • Open source projects assigned to categories other than the Community Plus Project
  • Unsupported environments & frameworks
  • Code development
  • End of Life
  • Beta or Limited Release
  • Troubleshooting of customer environment
  • Troubleshooting third-party tools and services
  • Product training
  • Consultancy services

Support videos

For an overview of our help resources, watch this video (less than 6 min.):

For a library of additional videos, webinars, and other information about using New Relic features, visit New Relic University and newrelic.com/resources.

For more help

Recommendations for learning more:

If you need more help, check out these support and learning resources: