Global Technical Support offerings

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.

Response times

The table below shows estimated response times based on your New Relic pricing edition.

Notes:

• If you have not upgraded or changed to the New Relic usage-based pricing model, your existing support plan still applies.
• 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 One Products (our original product-based pricing model).

Response times

The table below shows estimated response times based on your New Relic pricing edition.

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.

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.

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 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.

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.

New Relic community support:

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.

Additional support channels:

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:

• You can receive troubleshooting assistance for the installation and configuration of OpenTelemetry when deployed according to our reference architecture best practices.
• 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.

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.