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
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.
The New Relic usaged-based pricing Support Plan below applies only to a customer's paid subscription on the New Relic usage-based pricing model.
Standard
Pro
Enterprise
BENEFITS
Support Forum Community
Documentation
Support Portal Access at support.newrelic.com
Communication Method
Community Forum
Community Forum, Case, Chat
Community Forum, Case, Chat, Phone, Slack
On-Boarding
On-demand video Training
Webinar/Virtual Training
Technical Account Manager
Designated Support Customer Experience Manager
Priority Case Routing
Critical Date/Event Support
Support Escalation 1-Click Away
Response times
The table below shows estimated response times based on your New Relic pricing edition.
First response target
Priority
Definition
Standard
Pro
Enterprise
P1
A majority of New Relic platform functionality is down or instrumentation is not reporting data.
Observability is completely unavailable for an existing business-critical application. No workaround is available.
2 business days
2 hours
1 hour
P2
A major component or functionality of New Relic is unavailable.
Observability is significantly degraded for a business-critical application. A workaround is available.
2 business days
6 business hours
2 business hours
P3
All other issues for an existing monitored application
2 business days
1 business day
1 business day
P4
General questions on features, capabilities, or new installations/configurations
Initial support response time begins when the request is received by the New Relic support system.
24x7x365 support, otherwise known as "Follow the Sun" support, is only applicable to P1 business critical support cases.
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 Products (our original product-based pricing model).
Silver
Gold
Platinum
Priority
Essential
Plus
BENEFITS
Documentation
New Relic University
Support Portal Access at support.newrelic.com
Support Forum Community
Communication Methods
Support Forum
Support Forum, Case
Support Forum, Case, Phone
Support Forum, Case, Phone, Slack
Support Forum, Case, Phone, Slack
Priority Case Routing
Designated Support Customer Manager
Expert Services Support Solutions Architect
NRU Instructor-Led Training
Quarterly Health Check, Office Hours
Response times
The table below shows estimated response times based on your New Relic pricing edition.
Priority
Priority
Platinum
Gold
P1
1 hour
1 hour
2 hours
P2
2 business hours
2 business hours
6 business hours
P3
1 business day
1 business day
1 business day
P4
2 business days
2 business days
2 business days
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.
24x7x365 support, otherwise known as "Follow the Sun" support, is only applicable to P1 business critical support cases.
Initial support response time begins when the request is received by the New Relic support system.
This support plan is subject to change at any time; changes will take immediate effect.
Support hours
Business hours are generally defined as 8:00 AM to 6:00 PM in the customer country, excluding holidays and weekends.
Support resources
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:
New Relic Status Page: Get updates on service incidents impacting the New Relic Platform.
New Relic Documentation: Information to help you monitor, debug, and improve your entire stack.
New Relic University: A range of online training for New Relic users of every level.
New Relic Expert Services: Our team of highly skilled consultants is here to help you get the most out of using New Relic.
New Relic Installation Docs: Full details on how to install New Relic Observability products, including installation requirements and best practices.
New Relic on GitHub: Discuss issues and features related to our Open Source projects.
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.
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.
If you are eligible for a support case as shown here and would like to file a support case as provided here, please note the following:
If you request or consent to a screen-sharing session with New Relic Support for the purpose of providing you technical support within your New Relic account, New Relic will conduct the technical support at your direction. You will retain control of when and what to share and can end the call and turn off screen sharing at any time during the call by closing the program. If you are a HIPAA-enabled customer, you will be required to set up your own screen-share.
During a screen-sharing session, as part of sharing your Customer Data, you might share Personal Data, regulated data, or other sensitive data contained within that Customer Data, as well as yours or your colleagues’ own personal data. By accepting a screen share call, you grant full permission to New Relic for processing and use of any Personal Data, regulated data, or other personal or sensitive data you choose to share or record. If you want to know more about the processing of your personal data by New Relic or your data subject rights, you can visit the New Relic General Data Privacy Notice.
Please note that all data subject rights requests are handled in accordance with applicable law, and in certain circumstances, New Relic may be required to retain data.
Account and Billing support
At New Relic, we differentiate between technical product issues and account management inquiries to ensure your support cases are routed efficiently and addressed by specialized teams:
Billing and Account Support: All customers, regardless of subscription tier, can file a support case for assistance with billing discrepancies, payments, subscription management, and account access. These cases are routed by our Global Technical Support team to our specialized Account and Billing teams.
Technical Support: Assistance with the New Relic platform, data reporting, and troubleshooting is provided based on your support plan. If your plan does not include case-based technical support entitlements, please visit our Support Forum to connect with experts, access in-depth articles from our knowledge base, and stay updated with the latest product insights and tips.
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: New Relic-owned repositories with this designation are 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: New Relic-owned repositories with this designation are 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's OpenTelemetry support model is segmented into three types, reflecting the level of control and maintenance exercised by New Relic over the component.
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.
Please see Global Technical Support offerings for more information on additional support channels that may be available with your New Relic subscription plan.
Depending on the Service Level associated with your New Relic account, you may be eligible for case support from New Relic Global Technical Support for OpenTelemetry.
The following tools are supported in accordance with New Relic's Support Policy:
In-scope OpenTelemetry tools:
New Relic OpenTelemetry Collector Configuration: Collector deployments using the New Relic-provided configuration file or Docker image (including specific receivers and processors available in NRDOT).
Data Ingestion & Backend Processing: Issues related to data latency, query accuracy, metricization, tracing correlation, and UI visualization for data that has been successfully received by the New Relic OTLP endpoint.
Code that we write that supplements OpenTelemetry: Such as the K8s OpenTelemetry Helm chart and all the capabilities included in it.
The OpenTelemetry project is an open source community project. New Relic's ability to support issues that come up with the upstream project is limited to providing initial guidance and triage for issues in standard (not customized or private) vendor-neutral OpenTelemetry components.
In-Scope OpenTelemetry Components:
Standard OpenTelemetry SDKs and APIs: Issues related to core instrumentation logic in standard libraries (e.g., the base Java, Python, or Go SDKs).
Standard OpenTelemetry Collector Components: Troubleshooting standard receivers (e.g., hostmetrics, otlp) and standard processors (e.g., batch, memorylimiter), exporters, connectors or extensions, when not part of the official New Relic Collector Distribution.
Configuration Validation: Assisting customers with validating configurations of their standard (not customized) OpenTelemetry components.
General OpenTelemetry support notes
The scope of our support of the OpenTelemetry community provided components is limited to the most recent stable release / current version of OpenTelemetry clients, SDKs, auto-instrumentation-agents, collector and instrumentation libraries.
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 (such as issues with Standard OpenTelemetry SDKs and APIs), 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.
Exclusions and limitations
This policy explicitly excludes support for the following:
Customer Application Logic: New Relic will not debug or modify customer application code, even if it uses OTel SDKs. The focus remains on OTel configuration and data transmission.
Security/Permissions Outside OTel: Issues related to network firewall, host machine permissions, or cloud provider configuration that prevent the Collector or Exporter from running or connecting.
Custom Collector Components: Any custom processors, extensions, or receivers developed by the customer or third parties not officially bundled or endorsed by New Relic.
This policy is subject to change as the OpenTelemetry standard evolves and New Relic's involvement with the ecosystem matures.
Get help from the OpenTelemetry Community
Important
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.