Scheduled Maintenance for New Relic Support on December 5

New Relic’s Global Technical Support team strives to provide impeccable support for our customers, and we’re working on upgrading the systems and tools we use to deliver support. We’re getting ready to release a preliminary set of changes to our support experience that will be the foundation for future improvements.

On Sunday, December 5, we will launch a new support portal at support.newrelic.com. This new portal will leverage single sign-on through New Relic One and provide customers access to their entitled support channels and knowledge resources.

Scheduled Maintenance Window

There will be a five-hour maintenance window on Sunday, December 5 beginning at 9:00am PST (5:00pm UTC), during which phone, chat, and case-based support will be unavailable. Our Explorers Hub community will remain accessible while our other services are down, and our support team will continue to provide support to forum posts. Once the launch is complete, you will have access to all of your entitled support channels again via our in-product support experience as well as our new support portal.

Removing Ticket History

As a result of this release, customers who are entitled to ticketed support will experience a change in their ticket history. Your active support tickets will still be available, and our Global Technical Support team will continue providing support for these tickets. Additionally, any support tickets filed after December 5 will be accessible within the portal. However, your complete history of closed tickets will not be viewable in the portal. If you wish to retain a record of your closed tickets, there are two options we recommend:

Searching Ticket History via Email

You can also view your ticket history via your email. For every support ticket you created (or on which you were copied) and every update made by Global Technical Support, an email was sent. You can search for emails from support@newrelic.zendesk.com to find records of your ticket history.

Downloading Ticket History

If you would like to save records of any part of your ticket history before it is removed, we recommend following these steps:

  1. Go to support.newrelic.com and log in
  2. Click My Inbox and the Archived tab to access your closed cases
  3. Open a ticket you would like to save
  4. Export the page as a PDF

Repeat Steps 3 and 4 for any closed ticket you would like to save.

We look forward to continuing to provide you with world-class support in our new experience on December 5.

New Relic Global Technical Support