{
  "slug": "new-relic",
  "name": "New Relic",
  "vendor": "New Relic",
  "website": "https://newrelic.com",
  "category": "monitoring-and-observability",
  "category_name": "Monitoring & Observability",
  "tags": [],
  "sla_url": "https://newrelic.com/termsandconditions/sla",
  "last_verified": "2025-12-20",
  "status_page": null,
  "scope": "global",
  "default_credit_policy": {
    "calculation": "none",
    "remedy": "termination_only",
    "max_credit_percent": 0,
    "automatic": false,
    "credit_tiers": []
  },
  "claim_process": {
    "deadline_days": null,
    "deadline_basis": null,
    "business_days": false,
    "method": "N/A - No SLA credits available",
    "url": "https://support.newrelic.com",
    "required_evidence": [
      "Account ID",
      "Affected services",
      "Incident timestamps",
      "Impact description"
    ],
    "review_days": 30,
    "credit_application": "Applied to next invoice"
  },
  "exclusions": [
    "Scheduled maintenance",
    "Force majeure events",
    "Customer misconfigurations",
    "Free tier services",
    "Beta features"
  ],
  "support_tiers": [
    {
      "name": "Standard",
      "slug": "standard",
      "price": "Included",
      "sla_eligible": true,
      "response_time": "< 24 hours"
    },
    {
      "name": "Enterprise",
      "slug": "enterprise",
      "price": "Custom",
      "sla_eligible": true,
      "response_time": "< 1 hour"
    }
  ],
  "services": [
    {
      "id": "newrelic-alerts",
      "name": "New Relic Alerts",
      "category": "alerting",
      "description": "Alerting and incident management",
      "sla_url": "https://newrelic.com/termsandconditions/sla",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "newrelic-apm",
      "name": "New Relic APM",
      "category": "apm",
      "description": "Application performance monitoring",
      "sla_url": "https://newrelic.com/termsandconditions/sla",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "newrelic-browser",
      "name": "New Relic Browser",
      "category": "rum",
      "description": "Real user monitoring",
      "sla_url": "https://newrelic.com/termsandconditions/sla",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "newrelic-infrastructure",
      "name": "New Relic Infrastructure",
      "category": "monitoring",
      "description": "Infrastructure monitoring",
      "sla_url": "https://newrelic.com/termsandconditions/sla",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "newrelic-logs",
      "name": "New Relic Logs",
      "category": "logging",
      "description": "Log management",
      "sla_url": "https://newrelic.com/termsandconditions/sla",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "newrelic-mobile",
      "name": "New Relic Mobile",
      "category": "mobile",
      "description": "Mobile app monitoring",
      "sla_url": "https://newrelic.com/termsandconditions/sla",
      "uptime": 99.95,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "newrelic-synthetics",
      "name": "New Relic Synthetics",
      "category": "monitoring",
      "description": "Synthetic monitoring",
      "sla_url": "https://newrelic.com/termsandconditions/sla",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    }
  ],
  "notes": "New Relic is a Monitoring & Observability provider. See the official SLA at [https://newrelic.com/termsandconditions/sla](https://newrelic.com/termsandconditions/sla).\n\n<!-- Add human-readable notes about New Relic's SLA nuances here. -->"
}