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a)      Services

A Training Services Representative (“TSR”) may provide education or technical training related services (“Training Services” or “Technical Services”), at Customer’s request, exclusively related to Customer’s subscription for the New Relic Products. Training Services may include coverage on any combination of the New Relic Products or offerings in the following categories: 

                i.        New Relic APM for Developers: Troubleshooting Application Performance ;

                ii.       New Relic for Ops;

                iii.      New Relic Browser;

                iv.      New Relic Synthetics;

                v.       New Relic Mobile;

                vi.      New Relic Insights;

                vii.     New Relic Labs for assistance with troubleshooting using sample applications; or

                viii.    NRU Certified Performance Pro Prep Workshop

New Relic sells subscription access to TSRs in incremental units of 16 hours, which shall be designated in the applicable Order Form (which may also be referred to as the “Order” elsewhere). Training Services may be performed onsite at Customer’s facility or performed remotely at New Relic’s discretion.

Remotely delivered training will be conducted in maximum 3 hour increments to be determined by New Relic.

Training should be scheduled in advance with a minimum notice period of 4 weeks.

Onsite trainings will be delivered in 8 hour increments. Training scheduling requests for more than 8 hours must be conducted on consecutive days at one location, with any exceptions approved in advance by New Relic. Notwithstanding anything to the contrary, TSR travel and expenses are included in the list price for New Relic University Training services.

NRU will provide customer with training schedule prior to remote or onsite sessions.

b)      General Assumptions

 i.        TSRs shall perform the Training Services during the business hours of 9:00am to 6:00pm (with a one (1) hour break for the TSR 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. 

ii.       If Customer does not fully utilize, request or receive the tasks included in this package, any remaining portion will be forfeited at the end of the earlier of: (i) the period set forth in the Order Form, or (ii) the one-year anniversary date of the applicable Order Form, and no refund will be provided to Customer.

iii.      Unless otherwise agreed in writing, (a) the tasks specified in this package will be delivered during the period as set forth in the Order, and (b) all dates and timescales for delivery or completion of any tasks are estimates only.  New Relic will use all 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 specified

iv.      If applicable to an Order Form, Customer must schedule use of the package(s) at least three (3) months prior to such Order Form’s renewal or expiration date, otherwise, Customer risks not being able to schedule New Relic resources for such tasks. After such period, New Relic resources will be allocated on an as-available basis. If New Relic determines, in its sole discretion, that there is not enough time or resources available to complete such tasks prior to the renewal or expiration date of the Order Form, New Relic will have no liability to Customer.