{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "last_modified": "2026-06-23", "result": { "slug": "new-relic", "name": "New Relic", "vendor": "New Relic", "website": "https://newrelic.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "last_verified": "2026-06-23", "sla_status": "termination", "sla_status_label": "Termination-only", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.8, "max_credit_percent": 0, "max_credit": { "kind": "termination", "label": "No service credit", "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "pro", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "termination_only", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "File a support ticket on the New Relic support site to request the Service Availability attainment for the previous month", "url": "https://support.newrelic.com/s/", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": null, "credit_application": "N/A - remedy is termination without penalty, not service credits" }, "exclusions": [ "Planned maintenance periods", "Emergency maintenance necessary to prevent imminent harm to the Service", "Force majeure events", "Third-Party Services, Customer application, equipment, software or other technology", "Use of the Service in violation of the Agreement or not in accordance with the Documentation", "Suspension, limitation, and/or termination of access in accordance with the Agreement" ], "support": { "tiers": [ "Standard", "Pro", "Enterprise" ], "has_24x7": true, "fastest_response": "1 hour (P1 business-critical, Enterprise)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": false, "training": true, "pricing": "custom", "source_url": "https://docs.newrelic.com/docs/licenses/license-information/general-usage-licenses/global-technical-support-offerings/", "note": "Enterprise edition adds a TAM, phone/Slack, and a 1-hour P1 target (explicitly an estimate, not guaranteed). Health checks and migrations are paid professional services. 24x7x365 follow-the-sun applies to P1 business-critical only. Enterprise includes a Designated Support Account Manager; Expert Services consultants. 24x7x365 follow-the-sun applies to P1 business-critical only. Enterprise includes a Designated Support Account Manager; Expert Services consultants." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "newrelic-alerts", "name": "New Relic Alerts", "category": "alerting", "description": "Alerting and incident management", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-apm", "name": "New Relic APM", "category": "apm", "description": "Application performance monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-browser", "name": "New Relic Browser", "category": "rum", "description": "Real user monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-infrastructure", "name": "New Relic Infrastructure", "category": "monitoring", "description": "Infrastructure monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-logs", "name": "New Relic Logs", "category": "logging", "description": "Log management", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-mobile", "name": "New Relic Mobile", "category": "mobile", "description": "Mobile app monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-synthetics", "name": "New Relic Synthetics", "category": "monitoring", "description": "Synthetic monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "New Relic is a Monitoring & Observability provider. See the official SLA at [https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/](https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/).\n\nNew Relic's Service Level Availability Commitment is a 99.8% monthly availability target. The remedy is termination without penalty (no service credits) if availability drops below 98.5% for two consecutive months or below 96.5% in any single month. Only Pro or Enterprise editions with Full Users / Full Platform Users on usage-based pricing (or product-based plans that reference the commitment) are covered.\n\n" } }