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The following tasks are included as part of the New Relic Observability Quick Start Package (“Package”). This Package will assist Customer with the following activities, as applicable and as time permits, at the Customer's direction:

  1. Deployment Planning Session

    a. New Relic will spend up to one (1) business day with the Customer, unless otherwise directed by the Customer, to review deployment requirements and document a deployment overview for up to two (2) Customer software systems.

  2. Deployment Assistance

    a. Assist Customer with the creation of up to two (2) automation scripts to support the automated deployment of agents;

    b. Assist Customer to determine entity naming and tagging conventions to use as best practices;

    c. Assist Customer to automate distribution of up to 100 New Relic software agents (“Agents”). This includes configuration assistance with the Agents for optimal performance and functionality;.

  3. Observability Configuration and Knowledge Transfer

    a. Assist Customer with identifying up to five (5) KPIs for dashboard creation;

    b. Assist Customer with configuration of up to two (2) alert policies with up to five (5) alert conditions per policy;

    c. Assist Customer to create up to two (2) service level indicators; 

    d. Provide up to two (1) one hour knowledge transfer sessions pertaining to installation and configuration best practices and observability platform maintenance;

    e. Provide a quick start status report.

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.