The following tasks are included as part of the New Relic Observability Audit Package (“Package”). This Package will assist Customer with the following activities, as applicable and as time permits, at the Customer's direction:
Audit Planning Session
a. New Relic will spend up to four (4) hours with the Customer, unless otherwise directed by the Customer, to review observability program objectives.
Audit Execution
a. Review New Relic account structure, permissions, and identity configuration;
b. Review observability metric telemetry and organization;
c. Review detailed instrumentation for up to two (2) APM Services, including component details, runtime telemetry, transactions/distributed traces, dependencies, datastores, messaging systems;
d. Review applicable Infrastructure Agent, Kubernetes, Cloud Integration, Synthetics, and Mobile Agent configurations;
e. Review New Relic account Data and Compute consumption growth and commitment;
f. Review Alerting and Service Level Management implementation.
Readout Session
a. New Relic will provide a two (2) hour review of findings and copy of the final presentation for Customer review.
The following apply to this Package:
For the Technical Services (which may also be referred to as “Expert Services” elsewhere), as specified in the applicable Order, but contingent upon receiving full and final payment for the Technical Services, New Relic grants to Customer during an active paid Commitment Term for the New Relic Products access to that number of New Relic resource(s) (“Resource(s)”) identified in the Order, solely for its internal business purposes.
Customer Point of Contact. Customer shall designate an individual in the Order to serve as a Point of Contact (“POC”) for the Technical Services. This individual will be responsible for: (a) initiating requests for Technical Services and (b) providing additional information as requested by New Relic in a timely, efficient manner. Customer acknowledges that the individual designated as the POC is the sole Customer contact who may submit requests for Technical Services. Customer may update the POC at any time by providing written notice to New Relic.
New Relic Technical Services Email: expertservices@newrelic.com
Employment Conversion. During the duration of any Technical Services and for a period of 12 months following the expiration or termination, Customer shall not, directly or indirectly through a third party, refer for employment, solicit, or offer employment to any New Relic Resource without the prior written consent of New Relic.
Resource Change Request Process. In the event Customer desires to utilize an alternate Resource, Customer may provide a written request to the New Relic Technical Services Email, and New Relic will use commercially reasonable efforts to find a substitute Resource.
Scheduling. Unless otherwise agreed in an Order, the Package must be scheduled by Customer within 30 days of the applicable Order’s Effective Date. All dates and timescales for completion are estimates only. New Relic will use all commercially reasonable endeavours to adhere to any dates or timescales agreed with the Customer, but will not be liable in any manner for failure to complete any work by any date or any timescale requested by Customer. Unless otherwise agreed in the Order, Customer must schedule any on-site Resources for a minimum period of two (2) consecutive days.
Service Period. Technical Services must be used consecutively within 90 days of the applicable Order’s Effective Date. If Customer does not fully utilize the Package, any remaining portion of the Package value will be forfeited at the end of 90 days from the applicable Order’s Effective Date and no refund will be provided to Customer.
General Assumptions.
a. Customer acknowledges that a New Relic Resource’s ability to perform the Technical Services depends on Customer’s facilitation of access to the necessary people and systems, as determined by the Resource.
b. All communications and documentation will be in the English language.
c. New Relic Resources shall perform the Technical Services during normal business hours, 9:00am to 6:00pm (with a one [1] hour break for the Resource in the event of a full business day commitment), Monday through Friday in Customer’s local time zone, unless otherwise agreed upon in writing by the parties.
d. New Relic shall strive to ensure continuity with the Resource providing Technical Services to Customer; however, the Resource may change at New Relic’s discretion.
e. For the avoidance of doubt, New Relic Resources will not provide set deliverables.