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Termination-only
Publishes an SLA whose only remedy for a missed commitment is contract termination, not a service credit.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.8%
Uptime
—
Max credit
—
Claim window
Termination
Remedy
Pro
Min plan
How to claim
Submission
File a support ticket on the New Relic support site to request the Service Availability attainment for the previous month · support.newrelic.com
Review timeline
Not specified
Credit applied
N/A - remedy is termination without penalty, not service credits
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Planned maintenance periods
Emergency maintenance necessary to prevent imminent harm to the Service
Force majeure events
Third-Party Services, Customer application, equipment, software or other technology
Use of the Service in violation of the Agreement or not in accordance with the Documentation
Suspension, limitation, and/or termination of access in accordance with the Agreement
Support tiers complementary, not the SLA
Standard
—
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 7
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
New Relic Alerts
Alerting and incident management
Alerting
99.8%
covered
New Relic APM
Application performance monitoring
APM
99.8%
covered
New Relic Browser
Real user monitoring
RUM
99.8%
covered
New Relic Infrastructure
Infrastructure monitoring
Monitoring
99.8%
covered
New Relic Logs
Log management
Logging
99.8%
covered
New Relic Mobile
Mobile app monitoring
Mobile
99.8%
covered
New Relic Synthetics
Synthetic monitoring
Monitoring
99.8%
covered
Notes — New Relic is a Monitoring & Observability provider. See the official SLA at https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/. New Relic’s Service Level Availability Commitment is a 99.8% monthly availability target. The remedy is termination without penalty (no service credits) if availability drops below 98.5% for two consecutive months or below 96.5% in any single month. Only Pro or Enterprise editions with Full Users / Full Platform Users on usage-based pricing (or product-based plans that reference the commitment) are covered.
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