We know that you rely on our Global Technical Support team to make the most of New Relic. We also know that you prefer to find answers yourself, and get right back to the work you’re doing. So, we’re changing the way you work with our Support team, and we want to make sure that you know what to expect.
Beginning on July 16, 2019, product support for our Silver Tier will be available exclusively here, in the Explorers Hub.
While we’re changing where you get support, you can rest assured that our global team of Support Engineers will work with you to get your questions answered in the community. Here are some key points to keep in mind:
- Every question about a supported product receives assistance.
- If your issue requires the sharing of private or sensitive information, we will move your case to a private case.
- If you experience a critical issue that is impacting your business, click on the “Help my App is Crashing” button when creating your topic. We’ll prioritize your issue.
- If you have a question about your account, such an account ownership change or password reset, you can open a ticket directly from the Support Center.
- You can find more information about support options on our website.
By working with our customers in the community, the answers we find together are available for every customer so we can all learn, faster.
We look forward to working with you in the Explorers Hub!