|APM Key Features|
|Application Throughput, Response Times and Apdex|
|External Services Metrics|
|Error Metrics and Traced Errors|
|Transaction Metrics and Traces|
|Database Metrics and SQL Traces|
|New Relic Platform|
|Server and Plugin Monitoring|
|Integrations: JIRA, HipChat, PagerDuty, etc.|
|New Relic Data APIs|
|Service Topology Maps|
|Unlimited New Relic Users|
|SOC 2 Audited Service|
What is a server/host? How does New Relic define those?
A server/host is either a physical or a virtual machine instance running a single copy of an OS. We distinguish hosts by their unique host names.
Do Docker container instances count as hosts?
No, Docker container instances do not count as hosts for licensing purposes. We license by the number of hosts—physical servers and/or virtual machines—on which those containers run.
How does the subscription plan work?
Annual Billing (The Best Price) - We charge your credit card each month for a year for a committed number of servers. You can increase this server number at any time and charges will adjust with the next monthly bill. Your account will automatically renew at the end of the year unless you change your subscription. If you cancel service or downgrade to a lower level of service or fewer hosts during your commitment year, you will be charged a penalty equal to 3 months of service.
Monthly Host Billing (The Shortest Commitment) - We charge your credit card each month for a specified number of servers. You can change this number at any time and your billing will adjust with your next monthly bill. You can cancel service or downgrade to a lower level of service without penalty. Your account will automatically renew each month unless you change your subscription.
What if I want to cancel my service?
No problem. If you decide New Relic isn't for you, simply cancel before your next billing period. You won't be charged for the next month of service.
If you're on an Annual Plan, a cancellation penalty equal to three-month's of service will be applied.
If you're on an On-Demand Plan, you'll be charged for the hours your applications were connected to New Relic Service during the month in which you cancel.
Can I try New Relic APM before I buy it?
Yes. After creating an account, you will choose the particular server-side language agent, and given a unique license key for your account. Once you deploy your first agent, your 14 day trial of New Relic APM Pro begins. If you don't buy after your trial, your account automatically downgrades to Lite (Free Forever).
If you're hesitant to load the agent into your Production environment, try New Relic in Staging, or even load it on your local machine if you're running a Dev instance there. It loads the same and provides the same types of data about any environment on any host.
How do I remove New Relic from my application?
Unplugging is easy; Simply remove our Agent extension from your application and all the great New Relic stuff is gone, too. And we will be sad.
How do I upgrade?
You can upgrade any time by clicking the "Upgrade" button within the New Relic app. If you forget and try to add more servers than you're already paying for, we'll let you know and take you to the easy upgrade page, where you can confirm what you need.
What if I upgrade (or downgrade) in the middle of the month?
Your new service begins immediately. Pay the new monthly rate on the next scheduled bill and just continue payments on the same day each month as before.
What is Multi-Account Management?
For Pro and Enterprise subscriptions, you have access to Multi-Account Management which allows account owners to create sub-accounts for different applications. This is useful, for example, to limit users so they can view specific applications and not others. A New Relic account serves as the parent account with its own license key. Sub-accounts have their own license keys to keep the sub-accounts and parent accounts from sharing any application data.
What is the criteria for a Standard vs. Critical Support Issue?
Each New Relic Support package (Platinum, Gold, and Silver) has unique support response times and channels for Critical and Standard Support issues. A Critical Support Issues is classified when you, the customer, experiences one or more of the following:
- Application Crash: You believe the New Relic Agent is crashing or significantly impacting the performance of your applications.
- Data Unavailability: Applications are not reporting data to the New Relic Application.
- Site Unreachable: The inability to access the New Relic Dashboard.
If the issues are not classified as any of the three above, you will receive support according to your support plans Standard Support Issue response time.
Does New Relic offer special programs or discounts for non-profit customers?
Yes! Qualifying 501(c)(3) non-profit organizations are eligible to receive up to 5 hosts of New Relic Web APM Pro for free with significant discounts thereafter. Learn more.
I'm already using New Relic and I have a question. Help?
You can get in touch with us by visiting our support site.
Still have questions?
Talk to one of our specialists.
Premium Support Options
|<$10K Annual Spend||$10K – $100K Annual Spend||>$100K Annual Spend|
|Response Time||1 Hour||1 Hour||1 Hour|
|Support Hours||M-F 6AM – 6PM PST||24/7||24/7|
|Response Time||24 Hours||6 Hours||3 Hours|
|Support Hours||M-F 6AM – 6PM PST||24/7||24/7|