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.
The New Relic One Support Plan below applies only to a customer’s paid subscription on the New Relic One pricing plan.
Standard
Pro
Enterprise
BENEFITS
Explorers Hub Community
Documentation
Support Portal Access @ support.newrelic.com
Communication Method
Community Forum
Community Forum, Ticket, Chat
Community Forum, Ticket, Chat, Phone, Slack
Support Hours
24x7/365
24x7/365
Initial Support Response SLA
2 hours critical, 8 hours standard
1 hour critical, 3 hours standard
On-Boarding
On-demand video Training
Webinar/Virtual Training
Designated Technical Account Manager
Designated Support Customer Experience Manager
Priority Ticket Routing
Critical Date/Event Support
Support Escalation 1-Click Away
Notes:
If you have not upgraded or changed to the New Relic One pricing plan, your existing support plan still applies.
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.
The below Support Plan applies only to a customer’s paid service subscription to non-New Relic One Products (our original product-based pricing plan).
Silver
Gold
Platinum
Priority
Essential
Plus
BENEFITS
Documentation
New Relic University
Support Portal Access at support.newrelic.com
Explorers Hub Community
Communication Methods
Explorers Hub
Explorers Hub, Ticket
Explorers Hub, Ticket, Phone
Explorers Hub, Ticket, Phone, Slack
Explorers Hub, Ticket, Phone, Slack
Support Hours
24/7x365
24/7x365
24/7x365
24/7x365
Initial Support Response Time
2 hours critical, 8 hours standard
2 hours critical, 4 hours standard
1 hours critical, 3 hours standard
1 hours critical, 3 hours standard
Priority Ticket Routing
Designated Support Customer Manager
Expert Services Support Solutions Architect
NRU Instructor Led Training
Quarterly Health Check, Office Hours
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.
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.
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:
New Relic University: A range of online training for New Relic users of every level
New Relic on GitHub: Discuss issues and features related to our Open Source projects
We are committed to providing documentation and tools to assist with installation, configuration, and diagnostics of New Relic’s distributed software as described here:
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.
New Relic offers a diagnostics utility that can automatically detect common problems with New Relic agents. If Diagnostics detects a problem, it suggests troubleshooting steps. New Relic Diagnostics can also automatically attach troubleshooting data to a New Relic Support ticket. We have also made available Troubleshooting Frameworks that step users through common troubleshooting questions.
Support is now available in the New Relic One Platform! Just click on the question mark at the top right of your New Relic One screen to surface contextual documentation and resources. Depending on the Service Level associated with your New Relic account, you may be eligible for ticketed support and can open a ticket without leaving the New Relic One Platform. As an alternative, customers eligible for ticketed support may also open a support ticket 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 One Platform and generally available New Relic Products as outlined below.
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 for: the New Relic One 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.
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
Our Products are fully tested with the compatible environments and installation frameworks, 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. But 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 One, 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 are happy to help troubleshoot issues related to the New Relic One platform that may be causing issues with a script or query. We cannot provide solutions for specific 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 Beta or Limited Release status are not considered “generally available.” If you are invited to participate in a Beta 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 verify whether an issue is with our Product within a supported environment so you know where to go next.
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.
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:
Click the ? icon in the upper right hand corner.
Click I need more help.
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