How to: Ask a Question and Get it Answered

Hey @matteosisti—I have been considering your post in this thread for the last couple days. As always, your candor is greatly appreciated because it helps me have a clear message to take to the people in charge of these changes. We all knew that this would be a difficult shift for our users, and I can feel your frustration. As you well know, it is extremely hard to make everyone happy, all the time.

As for your support needs, I want to make sure you know there is no time difference between when you get your community response vs. when you get a response in a ticket. The experience is different in many ways, but the timing is the same.

It looks to me like you are getting those email notifications now, but please let me know if you need anything else.

Again, thanks for reaching out about your thoughts and concerns for these Support changes. I will do my best to answer any further questions you have.

Talk soon!

I downloaded the Infrastructure agent and run the installer in the server, then I change the .yml file adding the licence, then when I try to start the service I get this error:

The New Relic Infrastructure Agent Service service could not be started

It is important to say that I am running it in a Windows Server 2019 Standard Evaluation 1809 version environment and the server

Thank you

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Having read through the above I agree this is ridiculous.
The cost of New Relic should come with at least some basic level of a support ticket system as any time I’ve needed NR support in the past it’s been with regards to something I would not want made public.
Poor from New Relic.

Hi @adam69 - Everyone does still have a “basic level of support ticket” access , as you put it.

Regardless of the amount your account pays, you still have access depending on the type of issue we will be troubleshooting with you. Those that most often require sensitive information will go straight through from to our ticketing system.

I would like to clarify why you prefer private/public support. Use cases and information you can provide can help us to fully understand how our changes impact users, and also helps us to iterate further in the future.

I do have a couple of points on sensitive data;
Any posts made in the Explorers Hub that have sensitive information (email addresses / API keys / etc…) are immediately redacted as soon as my team sees them. @Linds @ebeach @hross & I review and moderate this community daily. We typically see sensitive information very quickly after it is posted.

If ever we need to request this kind of sensitive information in order to troubleshoot, we will recommend that this info is passed over in a direct message with the person who asks for that information. Alternatively, if we need to get logs or potentially any sensitive information, all of our Support Team have the ability to open a new support ticket directly from your posts. So we will be happy to take questions to a private space should that become a necessity.

Any links to your New Relic accounts are only accessible by you, users on your accounts, and New Relic Admins. There is nothing discernible in an account URL, so those are fine to share here.

This is not to say that what we consider private information, you consider private too - this is why I would love some clarification on what you prefer to post here vs in a ticket.

Cant agree more with the ‘community’ here. Were B2B, not interested in creating a ‘community’… just want support via email

I appreciate your input @timw1 - As has been noted here - there is no time difference in the response time from the Support team here or in private tickets.
And where necessary to hide private data, we will be always able to open tickets for you from your community posts.

We understand change like this can be frustrating - but please know that we expect your experience with New Relic support to be the same as before, only having changed location. And if you have trouble getting support in the community, you’ll always be welcome to @ mention me, or my team here, we’ll be able to try help out as best we can, or find the right internal resources to help you in your questions.

It’s embarrassing that NewRelic has no support for paying customers. This is reason alone to get off their service, which I will be doing as fast as possible now.

Our site just stopped reporting metrics out of the blue (though the site is still up and Librato is correctly). Excited for the ‘community’ to help out here!

Another customer here - APM data for all our apps is nowhere to be found since half an hour ago, system status shows everything is up. NR needs to inform customers what’s going on here and fix it.

Hey @bjones and @it126 -

I’m sorry to hear that you are not seeing data right now. We are currently experiencing a problem that may be impacting you too. I want to reassure you that we are working on this as our top priority.

We’ll let you know when our services are back to normal operation. In the meantime, please visit for updates. We are reflecting an issue there. It would be good to know if you are checking another source for status updates. We did introduce a new status page a few weeks ago and sent emails to everyone subscribed to the old version: Introducing New Relic's New Status Page.

Please let me know if you have any questions or need help around the new status page.

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We are paying customers and I have posted the question here Insight -> DataExplorer -> Search Page Broken with React Error few days ago.

It has been 2 days and there is no response from any one, our app is suffering because of this issue in newrelic platform.

I agree with other posters, that just ability to take away Ticket creation for paying customers is not good business.

Please give this your utmost attention. cc @hross @RyanVeitch

@imran5 - I just replied to your post :slight_smile:

Hi @imran5 - I wanted to follow up once again just to clarify some information on New Relic support tiers.

The community is the default support channel for your tier, and here in the community there is a 2 business day SLA. Even if we were to open a ticket from your community case, the 2 business day SLA would still apply in that private ticket.

You can see information on our support tiers here

I’m happy to talk further with you on this topic, if you’d like to DM me.

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I open a topic/case and i dont have an answer from anybody. A guy help me redirect my case to the proper theme, but still nothing.

This is like a incident for me, because we have to make reports to our client.

I dont think this forum/support/cases are working.


Thanks for getting your question posted in the right place @jpretell - there is a 2 business day SLA for customers in the community, so you will definitely get a response within that timeframe. For more information on our support tiers and response times, you can see this doc: