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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, and scope of support 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.

Important

NOTE: If you are a New Relic HIPAA customer, please be advised that you must follow the requirements specified in the Global Technical Support Section of HIPAA enablement - what you need to know and do when requesting support and engaging with the New Relic Global Technical Support team for assistance.

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.

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

Important

As of March 10, 2021, you're no longer able to create a New Relic support ticket by emailing support@newrelic.com.

If you have ticketed support as part of your subscription, when logged into your New Relic account, go to one.newrelic.com to create a support ticket. Once you're there, follow these steps:

  1. Click the ? icon in the upper right hand corner.
  2. Click I need more help.
  3. Select Create a Support Ticket.

By creating a support ticket directly within your account, it will speed up the support process and improve our team’s ability to troubleshoot your issue more effectively.

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 category
  • 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 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

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

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