My company has dedicated customer support for New Relic APM, and I found the support available and always helpful. I'd rate customer support as nine out of ten.

Technical support was very helpful. They are very prompt, and they reply within the SLA time limit. It's pretty good.

We struggled with the support. 

I would rate the technical support of this solution an eight, on a scale from one to 10, with one being the worst and 10 being the best.

I rate the support a four out of ten. One of my biggest frustrations was related to its support.

Regarding support, I think they have a pretty good support team. We have a current issue, and their technical team is on it. They're re-platforming, and there are a lot of alerting modules, so they advised of a bug. We hadn't faced an issue in four years where an existing functionality broke, and this was the first time. They're supporting us around the clock to get it fixed. The support team is also open to feedback. For example, we were building automation solutions and recommended that New Relic have native integration with AWS, so they added an event bridge integration with the AWS platform. So the alerting triggered from New Relic can be sent as an event to the AWS so we can complete our ops, like self-remediation and auto-healing. It's the feedback we provided that supported them in building the product that we needed.

Technical support is responsive, but you need to create a support ticket with the right priority, which is based on certain questions that they ask. If it's created with the right priority, they will respond. If your ticket is created with a lower priority, they will respond on the next business day.

I would rate technical support as five out of five.

I've never called New Relic support. I never really needed to.

I have contacted the support from New Relic when things do not work as expected or when some framework is not supported. Some of the support agents do not get back to us for weeks, but others do answer more quickly. The support could improve.

I rate the support from New Relic a five out of ten.

If you contact New Relic APM technical support during office hours, then the team is responsive, but sometimes, it's delayed, especially when you contact support during offline hours. New Relic APM support is limited, so I'd rate this area as three out of five.

I've never dealt with technical support. 

Support for New Relic APM is up to the mark, mainly because I belong to a big organization with dedicated email and Slack support. The support team gives clarifications about usability and configurations. I'm giving New Relic APM support a five on a scale of one to five.

We have not contacted technical support.

Their technical support has been pretty good.

London mostly handles any troubleshooting. I don't have to worry about reaching out to technical support. we do have the documentation we can reference, however, if we do need assistance. 

Their technical support is pretty good and responsive. We have a real good relationship with them.

It has a good presence on the Internet, in terms of support and community. Answers are out there and easy enough to find.

The support team helped to resolve any issues I had.

I have used their online support. I don't think I've ever had a phone call from anyone, but I've definitely exchanged some emails with their online support forums, which has worked out well.

The tool has good support. They have big communities and forums apart from the tech support. 

I've found technical support to be pretty good. They accept the new feature ideas quite readily and their SLA is also very good.

While my understanding is they do provide technical support, I've never needed to reach out to them. I can't speak to how helpful or responsive they would be. 

I have not used technical support.

New Relic technical support is good whenever we raise a ticket. They reply and provide knowledge sharing for new features. For example, before the COVID-19 pandemic, they would come into our office and share knowledge with all the operational and delivery teams and others using the New Relic system. Their support and contributions are good whenever we need them.

Never had occasion to use it.

Technical support is knowledgeable, responds quickly, and provides good assistance.

I rate support a ten out of ten. 

The technical support is quite good.

I would rate the technical support an eight out of ten.

They are very dedicated and attentive to our needs as well as how their products can be utilized to enhance our support of given applications - 10/10.

Their on-line technical support has always provided timely updates of any open tickets as well as very open to getting on a chat Webex to resolve issue. Many issues have been resolved on either the first or second exchange of notes in their ticketing system - 9/10.

When my IT manager did the initial install, they were very responsive.

I’ve spoken to them about 20 times after we started using Insights, and they were just brilliant. No doubt about it. Even the account manager could help direct resources to us to help solve issues. All we do is call the account manager and he would get us the correct person; we like to send all of the questions in an email in advance and we’d make arrangements to go through the issues or questions immediately in a meeting.

I have not used the support from the vendor.

We use an in-house support team for this solution. They are our first-line contact point to resolve any issues that arise on a day-to-day basis.

The support from New Relic APM is good. We create a ticket, and immediately after we have the support. 

I rate the support from New Relic APM a five out of five.

Once I had to file a support ticket which was resolved on the same day. It may have been a setup ticket for the kind of test we wanted to run.

First time we tried to do dashboard with nested queries, we had trouble getting syntax correct with tags. Tech support was very supportive with three one-hour sessions with my developers. Since then, it’s never been an issue. They literally hand-held them to get them to put the tags within our code to get the right results.

We have not needed to contact technical support.

We've had to contact tech support several times, and each time they've been great. Their one-time survey call is good.

Customer Service:

Many times, they have been of great help even though support is in America and we are in Europe; we get help within eight hours.

Technical Support:

The support department has good technical knowledge and is customer-friendly. Even if you don't answer their follow-up questions, the issue is resolved.

I have never been in contact with technical support. I am comfortable with using the product.

The solution offers 24/7 support and they are quite efficient.

From a point of view of showing you what to do fine but in terms of showing you what to do with the data infuriatingly unhelpful. Very friendly and available however.

It's a big 10/10. The engagement of the customer service either via tickets or the public forum is excellent.

After building our initial integration with our framework several years ago the technical support engineer provided us with great insight and it really was a two way street of communication: we provided ideas that were implemented and they also gave us insight into optimal integration points.

I don't think I ever needed it, no.

I don't think I ever needed it, no.

I’ve only used it a couple of times. They escalated the issues appropriately and it always seemed like someone who understood the issue jumped on the ticket, and we’ve had the issued resolved in a timely fashion.

We haven’t had to reach out yet, and hopefully things keep going smoothly.

We’ve used it a couple of times. They’re great. They follow up with us as well, which is nice and quite unusual.

They were fine. I spoke to a developer from the mobile team and he answered the question on the first attempt.

Actually we haven’t had to use it yet.

I have not contacted support. There is a lot of documentation available and you can search it globally. You can find a lot of the content on various topics regarding your issue.

Never had to contact them.

We haven’t had to reach out yet, and hopefully things keep going smoothly.

Really high. While we’ve never had any major issue, the ticket I’ve opened have received responses within a couple hours with quality answers.

The support could improve because they are not very fast and the information was not very accurate.

I would rate the technical support a three out of five.

We receive technical support as part of our subscription.

9/10

We haven’t had an opportunity/need to use it.

Really high. While we’ve never had any major issue, the ticket I’ve opened have received responses within a couple hours with quality answers.

Customer service has always answered our questions very quickly, even on weekends. It seems very effective. 10/10.

The technical support from New Relic APM is very good.

We don't use the technical support.

I've not had to use technical support.

It’s responsive. When I have had questions, we used the forum. As a big customer, we get a response within a few hours.

The technical support is good.

We have not used technical support.

The help from the technical support has always been good.

Customer Service:

10 -- New Relic has been very responsive and helpful when we've had to contact them.... and it was mostly about 'how do I do xxx' and not related to product problems.

Technical Support:

10/10

So far, the interactions have been good, and they keep us in the loop as to what’s been done. In terms of the solution, it’s just OK.

The fact that I’ve never had to contact support by email or phone is a good thing. The online documentation has been fantastic. Everything you want is available in the documentation.

They were pretty helpful and quick in addressing our concerns.

10 on a scale of 10.

We only had to contact the support twice and in both cases the response time and professionalism were exceptional.

The quality and expertise of the email support was very high, we have no complaints.

Generally excellent.

Generally excellent.

I've never needed them, and the one issue I had, our Ops guys told me what to do.

I used tech support a while back, but I can’t remember if it was a positive or negative experience. We only had a small issue. But they’ve improved a lot in terms of a larger knowledge base and the usability of the solution itself has improved.

9/10 - very good and fast response. They always try to provide real support to understand your target, your issue, and try to find a solution to reach their customers target and satisfaction.

9/10. They know their product and most of technical replies are very clear, working, exactly as they say, and are easy to implement.

Their technical support is pretty good. Sometimes, they took longer than I hoped. There were times when they took a couple of days, but I got help, and it is working.

We had an issue two years ago, and they were responsive and solved the issue.

Support people are very helpful and turn-around times are short. I have raised a number of tickets and I've always been happy with the outcome.

Customer support is ok. They are easy to reach and you don’t have to wait for answers too long.

Technical support is ok. They are easy to reach and you don’t have to wait for answers too long.

I haven't had to use technical support.

Great tech support, very responsive. Have helped us solve problems.

Great tech support, very responsive. They've helped us solve some perplexing problems.

Excellent.

Excellent.

Technical support has been good so far. That said, we haven't really had any technical issues either. We're satisfied with the level of service we've received so far.

We've never had to use it.

I've never had to use technical support.

I don’t know. Never had a problem. Never had an issue with it. Really simple, like your microwave. Does it well so I never needed support.

Support is quite good, around 8/10.

There is a lot of available resources online, and support leads you to their forums initially. Response times are within 24 hours if contacted by email.

We haven't had to interact with customer service at all.

I haven't had to use technical support.

Excellent.

Excellent.

I haven't had to use it.

I haven’t had to use technical support. When we decided to use it, our CTO went to FutureStack and got a lot of knowledge.

One issue – there is no option for live chat or phone support. We can go to the community forum to post a question and wait for the answer.

I haven't had to contact customer service.

I haven't had to contact technical support.

Used rarely, was average.

Used rarely, was average.

They’ve been friendly and responsive.

Very Good.

Very Good.

I have never been in contact with New Relic support.

They have a pretty good technical support.

No issues with tech support.

Customer Service:

It's good.

Technical Support:

We had several issues that were dealt with by there tech support, and their level is pretty good.

9/10.

9/10.

The Support has been excellent -- affordable and bringing us meetings and phone calls with great availability and customer-oriented support.

Average.

I didn’t have to reach out to them at any point of time.

Didn’t have to use the technical support.

I have not used technical support.

Never needed it.

We haven’t had any issues needing to involve their technical support.

They’ve been helpful and are knowledgeable

8/10.

8/10.

New Relic doesn't have any offices in my country, so most of the time we have to use the web for resources or phone support for customer service.

I found a bug and they gave us a work around, and a week later, they released a patch.

9 out of 10. They have a great support team.

9 out of 10.

Haven’t had to use it as the product is quite easy to use. Also, the documentation is also very clear in how to use the API, etc.

We've had good experiences with technical support.

We've only had good experiences.

Extremely satisfied

Satisfied