Observability Consulting Package

The following tasks are included as part of the New Relic Observability Consulting Package (“Package”). This Package will be completed over one (1) business day and assist Customer with the following activities, as applicable and as time permits, at the Customer's direction:

1. Deployment. Resource(s) will assist with the installation of New Relic Agents and Integrations for the purpose of telemetry acquisition from Customer software systems. This is limited to the applicable supported environments and capabilities of New Relic Agent software. 
    
2. Configuration. Resource(s) will assist with the configuration of New Relic Agents within the range of supported capabilities for the New Relic Agent software.
    
3. Alert creation. Resources(s) will assist with the creation of Alerts as directed by the Customer. 
    
4. Dashboard creation. Resource(s) will assist with the creation of Dashboards and the individual widgets and queries therein as directed by the Customer. 
    
5. Service level indicator (SLI) creation. Resource(s) will assist with the creation of SLIs as directed by the Customer.
    
6. Synthetic script development. Resource(s) will assist in the creation of Synthetic scripts for the purpose of testing web application availability and functionality within the realm of supportable capabilities of New Relic Synthetics.
    
7. Knowledge transfer. Resource(s) will work with identified Customer staff to facilitate instruction about the deployment and use of New Relic within the Customer’s environment.
    
8. Extensibility development. Resource(s) will assist with the creation of extensions to the New Relic platform through the use of supported SDKs and APIs as directed by the Customer. 

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.

1. 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.
    
2. New Relic Technical Services Email: expertservices@newrelic.com
    
3. 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.
    
4. 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.
    
5. 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.
    
6. 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.
    

7. 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.