Supporting your plugin

Plugin publishers are responsible for providing first-line support if users have problems using their plugin. This includes verifying correct data acquisition and transmission, as explained in this section.

If problems continue with getting the expected data into the user interface for New Relic Plugins after you complete your troubleshooting procedures, then publishers (not users) escalate the problem to New Relic Support. New Relic works with the publisher to resolve the problem, and the publisher communicates the solution to the user.

Support flowchart

Follow this flowchart to help resolve problems that your plugin users may experience.

screen platform support escalation.png
Plugin support escalation flowchart: This shows the escalation path to follow when users have a problem with your plugin.

Contact information

Provide information for how users can contact you for support in whatever way works best for you: documentation website, phone, email, forum, Twiter, ticketing system, etc.

Support for plugin users

Users contact the plugin publisher for first-line support. Follow these guidelines for supporting your plugin's users by confirming data collection and transmission.

  1. Check that the plugin configuration is correct, including:

    • Necessary credentials for the target system
    • IP addresses or DNS names for the target system
    • Any settings that might affect data acquisition
  2. Review transmission logs for errors, including:

    • Authentication errors
    • Connection errors
    • Error responses from the target system
  3. Review transaction logs for useful data.

    • How much data is being collected?
    • Does the data make sense?
  4. Verify if the plugin is converting acquired data into useful metrics.

    • Do the metrics make sense?
    • Would the metrics make a nice chart?
    • Are the metrics being aggregated into valid JSON?
    • Is the JSON size within limits?
  5. Confirm transmission of the plugin data. For additional details, see Data transmission.

    • If you are using an SDK for New Relic Plugins and the Plugin API, does your data transmission conform to New Relic's rate limits?
    • Are the 50X codes sporadic or continuous?
    • Is New Relic Plugins experiencing performance problems? Check the status at http://status.newrelic.com.
    • Do your transaction logs indicate any data transmission problems?
  6. If you have verified good data acquisition and transmission but there still is trouble getting the expected data in the user interface for New Relic Plugins, continue with the procedures in this section to escalate the support request to New Relic.

Data transmission

If you are using the SDK for New Relic Plugins, we expect the data transmission to conform to rate limits. If you are using the API for New Relic Plugins, you may experience trouble transmitting data if you exceed rate limits.

Each transmission to New Relic Plugins will result in a status code. Expect a 200 status codes for each transmission, along with occasional 50X codes. A 50X errors usually means there is a transient problem in the server completing requests, and that the server did not retain any data.

Clients are expected to resend the data after waiting one minute. The data should be aggregated appropriately, combining multiple timeslice data values for the same metric into a single aggregate timeslice data value. If you continue to get 50X errors in response to posting to New Relic Plugins, there may be a problem with New Relic's systems.

If some of your users consistently get 50X errors and others do not, this may indicate that part of New Relic's systems is affected. (New Relic's customers are assigned to specific shards.)

If you suspect New Relic Plugins is experiencing performance problems, check the status at http://status.newrelic.com.. If there are no announcements that affect plugin users, continue with the procedures in this section to escalate your plugin user's support request to New Relic.

Support for plugin publishers

Plugin publishers, not their plugin users, are responsible for escalating support requests to New Relic Plugins when appropriate. Plugin publishers are also responsible for communicating the resolution back to their plugin users.

For help with New Relic Plugins, get support at support.newrelic.com. Include as much of the following information as possible:

Information for
New Relic Plugins Support
Notes
User affected by the problem

Information such as:

  • Permalink to the plugin page where you see the problem, so that the New Relic Plugins support team can view the endpoint. Recommendation: Ask the user if you can add your user ID to the New Relic account so that you can obtain a permalink yourself.
  • User's New Relic account ID.
  • If you do not have the user's permalink or account ID, include the user's email address used to sign up for their New Relic account. (This may be a different email than the one they used to contact you.)
  • User's name and New Relic account name.
Detailed description of the problem

For example:

  • The user can see data, but it's not the data they are expecting.
  • The user can see no data at all.
  • The user configured and started the plugin correctly, but it does not appear in the user interface for New Relic Plugins.
  • Any other specific details about the problem.
Other evidence

This includes:

  • Explain the troubleshooting you have done so far and what you expected to happen in contrast to the actual results.
  • Provide any available permalinks, screenshots, and log files.
  • Summarize your understanding of the problem.

Problem resolution

New Relic support will work with you to characterize and resolve the problem. Keep the user updated with progress. After New Relic provides you with a resolution, ask the user to verify the results.

For more help

Additional documentation resources include:

Recommendations for learning more: