New Relic Customer Service and Support
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.
View full review »AS
AnkitSharma2
Senior System Administrator at Q4 Inc.
Technical support was very helpful. They are very prompt, and they reply within the SLA time limit. It's pretty good.
View full review »KA
Kashif Adhami
Independent Contractor at Tierlinks
We struggled with the support.
View full review »Buyer's Guide
New Relic
April 2024
Learn what your peers think about New Relic. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
769,599 professionals have used our research since 2012.
PT
Pankaj Tolani
Director at Autonomous Thingz Pty Ltd
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.
View full review »LS
reviewer2215944
Engineer at a tech vendor with 51-200 employees
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.
DM
Deepak-Malik
Director at a tech vendor with 1,001-5,000 employees
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.
View full review »I've never called New Relic support. I never really needed to.
View full review »PN
Neelam
Senior Associate Consultant at a tech services company with 10,001+ employees
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.
View full review »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.
View full review »PG
Poornima Ganesh
Marketing Executive at a financial services firm with 10,001+ employees
I've never dealt with technical support.
View full review »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.
View full review »DP
David Pratt
Senior DevOps Engineer Individual Contributor at EML Payments Ltd
We have not contacted technical support.
View full review »SF
Sean Fernandez
CIO at ROLLER
Their technical support has been pretty good.
View full review »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.
View full review »SR
Sunder Rajagopalan
Principal Architect, Payment Platform at Change Healthcare
Their technical support is pretty good and responsive. We have a real good relationship with them.
View full review »KH
Kevin Heidt
Software Developer at Cox Automotive Inc.
It has a good presence on the Internet, in terms of support and community. Answers are out there and easy enough to find.
View full review »The support team helped to resolve any issues I had.
View full review »CL
Chris Lawther
Senior Infrastructure Architect at General Electric
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.
View full review »The tool has good support. They have big communities and forums apart from the tech support.
View full review »AG
Avinash Goyal
Senior Specialist at Publicis Sapient
I've found technical support to be pretty good. They accept the new feature ideas quite readily and their SLA is also very good.
View full review »PS
reviewer2037906
Director of Performance Testing at a tech services company with 201-500 employees
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.
View full review »I have not used technical support.
View full review »PT
reviewer1909260
Middleware Specialist at a tech services company with 1,001-5,000 employees
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.
View full review »Never had occasion to use it.
View full review »AT
Andrij Tomchuk
DevOps and Systems Engineer at a tech services company with 51-200 employees
Technical support is knowledgeable, responds quickly, and provides good assistance.
I rate support a ten out of ten.
View full review »YK
Yadvendra-Kumar
Manager at a financial services firm with 10,001+ employees
The technical support is quite good.
View full review »GP
Giacomo Pallotti
Head of Engineering at Ziff Davis
I would rate the technical support an eight out of ten.
View full review »
Customer Service:
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.
Technical Support: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.
View full review »When my IT manager did the initial install, they were very responsive.
View full review »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.
View full review »I have not used the support from the vendor.
View full review »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.
View full review »SA
reviewer1381938
IT operation manager at a tech services company with 201-500 employees
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.
View full review »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.
View full review »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.
View full review »RD
reviewer1304997
Director IT at a retailer with 10,001+ employees
We have not needed to contact technical support.
View full review »We've had to contact tech support several times, and each time they've been great. Their one-time survey call is good.
View full review »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.
View full review »AP
Abdulla Pathan
Technology Competency and Solution Head at LearningMate
I have never been in contact with technical support. I am comfortable with using the product.
View full review »YK
Yadvendra-Kumar
Manager at a financial services firm with 10,001+ employees
The solution offers 24/7 support and they are quite efficient.
View full review »NM
Naftali Marcus
CTO at a tech vendor with 11-50 employees
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.
View full review »
Customer Service:
It's a big 10/10. The engagement of the customer service either via tickets or the public forum is excellent.
Technical Support: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.
View full review »
Customer Service:
I don't think I ever needed it, no.
Technical Support:I don't think I ever needed it, no.
View full review »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.
View full review »We haven’t had to reach out yet, and hopefully things keep going smoothly.
View full review »We’ve used it a couple of times. They’re great. They follow up with us as well, which is nice and quite unusual.
View full review »They were fine. I spoke to a developer from the mobile team and he answered the question on the first attempt.
View full review »Actually we haven’t had to use it yet.
View full review »PG
Patrick Grajales
Cloud Consultant at a tech services company with 201-500 employees
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.
View full review »Never had to contact them.
View full review »We haven’t had to reach out yet, and hopefully things keep going smoothly.
View full review »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.
View full review »TF
Tony Fernandes
System Administrator at a insurance company with 1,001-5,000 employees
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.
View full review »BB
Ben Bays
Principal Architect at Projekt202
We receive technical support as part of our subscription.
View full review »9/10
View full review »We haven’t had an opportunity/need to use it.
View full review »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.
View full review »Customer service has always answered our questions very quickly, even on weekends. It seems very effective. 10/10.
View full review »The technical support for the solution is very good. I rate the technical support an eight out of ten.
GC
Gaurav Chamola
Director - Operations at FranConnect LLC
The technical support from New Relic APM is very good.
View full review »RC
CTOAndVp2210
CTO and VP R&D at a tech services company with 11-50 employees
We don't use the technical support.
View full review »I've not had to use technical support.
View full review »It’s responsive. When I have had questions, we used the forum. As a big customer, we get a response within a few hours.
View full review »FB
Technicab364
Technical Lead with 5,001-10,000 employees
The technical support is good.
View full review »RG
CloudArchitect2309
Cloud Solution Architect at a tech services company with 1-10 employees
We have not used technical support.
View full review »PR
Philip Radovich
Systems Engineer at GRIFFIN Solutions Group
The help from the technical support has always been good.
View full review »KM
Ken Maier
Chief Technology Officer (CTO) at a financial services firm with 51-200 employees
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
View full review »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.
View full review »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.
View full review »
Customer Service:
They were pretty helpful and quick in addressing our concerns.
Technical Support:10 on a scale of 10.
View full review »
Customer Service:
We only had to contact the support twice and in both cases the response time and professionalism were exceptional.
Technical Support:The quality and expertise of the email support was very high, we have no complaints.
View full review »I've never needed them, and the one issue I had, our Ops guys told me what to do.
View full review »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.
View full review »
Customer Service:
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.
Technical Support:9/10. They know their product and most of technical replies are very clear, working, exactly as they say, and are easy to implement.
View full review »IM
Ilkka Myllylä
Owner at RP reaaliprosessi
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.
View full review »We had an issue two years ago, and they were responsive and solved the issue.
View full review »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.
View full review »
Customer Service:
Customer support is ok. They are easy to reach and you don’t have to wait for answers too long.
Technical Support:Technical support is ok. They are easy to reach and you don’t have to wait for answers too long.
View full review »I haven't had to use technical support.
View full review »Great tech support, very responsive. Have helped us solve problems.
View full review »Great tech support, very responsive. They've helped us solve some perplexing problems.
View full review »FF
Fernando Furtado
Cloud Solution Architect at FCamara
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.
View full review »I've never had to use technical support.
View full review »We've never had to use it.
View full review »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.
View full review »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.
View full review »
Customer Service:
We haven't had to interact with customer service at all.
Technical Support:I haven't had to use technical support.
View full review »I haven't had to use it.
View full review »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.
View full review »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.
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Customer Service:
I haven't had to contact customer service.
Technical Support:I haven't had to contact technical support.
View full review »
Customer Service:
Used rarely, was average.
Technical Support:Used rarely, was average.
View full review »They’ve been friendly and responsive.
View full review »SH
SaadHussain
Solutions Architect at VaporVM
I have never been in contact with New Relic support.
View full review »AN
Ahmed Nasir
Software Engineer at a computer software company with 1,001-5,000 employees
They have a pretty good technical support.
View full review »No issues with tech support.
View full review »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.
View full review »
Customer Service:
The Support has been excellent -- affordable and bringing us meetings and phone calls with great availability and customer-oriented support.
Technical Support:Average.
View full review »
Customer Service:
I didn’t have to reach out to them at any point of time.
Technical Support:Didn’t have to use the technical support.
View full review »SK
SeniorSt9e39
Senior Storage Engineer at a tech services company with 501-1,000 employees
I have not used technical support.
View full review »Never needed it.
View full review »We haven’t had any issues needing to involve their technical support.
View full review »They’ve been helpful and are knowledgeable
View full review »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.
View full review »I found a bug and they gave us a work around, and a week later, they released a patch.
View full review »
Customer Service:
9 out of 10. They have a great support team.
Technical Support:9 out of 10.
View full review »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.
View full review »We've had good experiences with technical support.
View full review »We've only had good experiences.
View full review »Buyer's Guide
New Relic
April 2024
Learn what your peers think about New Relic. Get advice and tips from experienced pros sharing their opinions. Updated: April 2024.
769,599 professionals have used our research since 2012.