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.
Beginning May 17, 2022, we no longer refer to our New Relic observability platform as "New Relic One" and have updated our documentation to reflect this change. Additionally, our license documentation will no longer refer to our usage-based pricing model as the "New Relic One" pricing model.
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.
If you are a New Relic HIPAA customer, please follow the requirements specified in the Global Technical Support Section of HIPAA enablement - what you need to know and do when you request support and engage with the New Relic Global Technical Support team.
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.
We're here to help you get everything you need from the New Relic Platform. To begin with, we recommend that all New Relic users become familiar with these resources:
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.
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.
Support is now available in the New Relic platform! Just click on the question mark at the top right of your New Relic screen to surface contextual documentation and resources. Depending on the Service Level associated with your New Relic account, you may be eligible for case support and can open a case without leaving the New Relic Platform. As an alternative, customers eligible for case 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 platform and generally available New Relic products as outlined below.
Scope of support
What's in scope?
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 for: the New Relic platform and its features and capabilities, New Relic's monitoring and observability solutions, and our alerting and Applied Intelligence features. 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. We provide assistance in English or Japanese only.
What's out of scope?
Generally Available products are fully tested with the compatible environments outlined in New Relic Documentation, 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. 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, users have the ability to extend beyond the curated 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 cannot provide solutions for specific custom 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 preview are not considered "generally available." If you are invited to participate in a preview 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 point you in the right direction.
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.
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 and open-sourcing all of our instrumentation. Below you will find our open source projects categories and where support can help.
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 Case 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 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.
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 Platform.
Assistance with issues with Community Plus Projects during installation and 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.
New Relic Support Forum is available to everyone and provides OpenTelemetry focused documentation, examples, and best practices to help you get up and running. Our public troubleshooting frameworks are a good resource if you run into issues. If you need a little more individualized help, you can engage with our support team through the New Relic Support Forum by creating a topic, and a member of our team will respond to your inquiry.
You can receive troubleshooting assistance on the processing and exporting of your OpenTelemetry data to New Relic when transmitting it to us over the OpenTelemetry Protocol (OTLP) protocol from your community provided OpenTelemetry Clients / SDKs or the OpenTelemetry Collector.
The scope of our support of the OpenTelemetry community provided components is limited to the most recent release / current version of OpenTelemetry clients, SDKs, auto-instrumentation-agents, collector and instrumentation libraries.
Our ability to engage with you when you customize your deployment of OpenTelemetry may be limited.
OpenTelemetry is a collection of community-developed and maintained telemetry tools. Because of this, our ability to resolve some issues, bugs, limitations, etc. that you may encounter may be outside of our control.
For issues with OpenTelemetry tools that are outside our control to resolve, we will use commercially reasonable efforts to contribute enhancements, patches, or other functional developments to the upstream OpenTelemetry community's open source project. We are unable to provide timelines for bug fixes from the OpenTelemetry development community, and the community may choose not to accept any such contributions.
Support outside of New Relic that may be available from the CNCF OpenTelemetry Community is not maintained by New Relic Global Technical Support and is not subject to conditions outlined in the New Relic Global Technical Support Offering.
OpenTelemetry is an open source project, so you can also engage and find help from other sources besides New Relic through the Open Source Community. For issues unrelated to the New Relic platform, you may be able to get help from the OpenTelemetry Community in the following ways:
For issues related to a specific client / SDK you can open an issue in the github repo associated with that product. For example, for issues with the OpenTelemetry Java SDK, you would open an issue to ask for help, to report a bug or to file a feature request.
You can also often find help through CNCF's Slack instance. Each client / SDK has a slack channel, but if you're not sure where your question is best directed, ask in #opentelemetry, and someone will help you route your request to those that may be able to help you. You can find members of New Relic's engineering teams in the #otel-newrelic channel, and they may be able to help you too.