Sure! And we absolutely do take our support seriously.
I think it’s worth clarifying support here into 2 groups. Supported by New Relic Technical Support / Supported by Open Source Project maintainers.
Supported by the New Relic Support Team…
We have always supported all products/features provided by New Relic out of the box.
Anything over that has always been best effort support. There are plenty of cases where users have taken some of the agents (those that have always lived in public github), and customised them to suit their needs.
These are some of those cases. The agent we provide is well tested pre-launch, any changes to the agent are untested, and can’t be guaranteed to work in the ways we document. These kinds of things have always had best effort support.
The difference with NR Created Nerdpacks is that there are a lot of them, and more and more being built all the time. It’s hard to make sure the support team is fully trained on supporting each and every one of them.
The support team are absolutely capable of troubleshooting many nerdpack issues… though that may be more generic issues with nerdpacks.
Supported by project maintainers:
But as mentioned, we do still take support seriously, and with that, the Nerdpack project maintainers are all watching their github repos. They are the folks who built the individual nerdpacks & understand how they work more than anyone else. So, they’d be the best people to talk to (in the Github Issues tab) for more specific support.