Observability
New Relic SLA credit guide
What New Relic's own document actually says about uptime: a 99.8% target it aims at rather than a level it commits to, what that does and does not mean when a month goes badly, and where a real availability commitment for New Relic would live.
What SLA credit are you owed when New Relic is down?
New Relic does not commit to an availability percentage, and pays no SLA service credit either. Its own document states a 99.8% monthly uptime target — a level it says it aims at, not one it guarantees — so there is no promised figure to fall below, nothing is breached when a period falls short of it, and there is nothing to file. The figure is New Relic's own — it is transcribed from New Relic's own document and this page does not suppress it — but New Relic frames it as a level it aims at rather than one it guarantees, so there is no committed percentage to hold New Relic to. If New Relic has promised you a binding availability level, it lives in your own Order Form or negotiated agreement rather than on any public page. Where agreements in this class offer any remedy at all it is a termination or refund right after repeated consecutive misses rather than a per-incident credit, and some offer none even then, so read the exclusions below. Ontracko still monitors New Relic for free — the dated outage record is what a renewal conversation runs on — but does not draft credit claims for it, so we won't tell you otherwise. One more thing about the deadline, because New Relic not stating one is not the same as there being none: file promptly anyway. A contract can carry a limitation period nobody printed, evidence ages badly, and the status-page record a claim is built on is easiest to defend while it is fresh. If Ontracko shows a date against a New Relic claim, that date is our own monitoring reminder rather than anything New Relic set — we will never let it expire a claim, and you should never quote it to New Relic as their window.
Uptime target — not a commitment
99.8%
Filing window
Nothing to file
Services with SLA data
1
Credit tiers by service
No filable service credit exists for New Relic (Pro/Enterprise, usage-based) under the standard agreement — not a tier table gap, a genuine zero. NO filable service credit. New Relic's published commitment (99.8% monthly, commercially reasonable efforts) offers NO monetary credit at all — the sole stated remedy is a TERMINATION RIGHT: availability below 98.5% for two CONSECUTIVE calendar months, or below 96.5% in any single month, lets the customer terminate the relevant Service with no penalty. Same shape as Datadog and Segment: monitor for renewal/termination leverage, never draft a credit claim. Applies only to usage-based Pro/Enterprise editions with Full Users or Full Platform Users; everything else gets 'commercially reasonable efforts' and no commitment. A support ticket can be filed to obtain the prior month's official availability attainment figure — useful to corroborate our measurement.
Is there a New Relic SLA credit to file?
No — there is nothing to file. New Relic’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. NO filable service credit. New Relic's published commitment (99.8% monthly, commercially reasonable efforts) offers NO monetary credit at all — the sole stated remedy is a TERMINATION RIGHT: availability below 98.5% for two CONSECUTIVE calendar months, or below 96.5% in any single month, lets the customer terminate the relevant Service with no penalty. Same shape as Datadog and Segment: monitor for renewal/termination leverage, never draft a credit claim. Applies only to usage-based Pro/Enterprise editions with Full Users or Full Platform Users; everything else gets 'commercially reasonable efforts' and no commitment. A support ticket can be filed to obtain the prior month's official availability attainment figure — useful to corroborate our measurement. Ontracko still tracks New Relic’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Evidence you’ll need
- •Account identifier
- •Affected month(s)
- •Incident timestamps
Common exclusions
- •Standard edition
- •Accounts without Full Users / Full Platform Users
- •Product-based pricing plans that do not reference this commitment
Frequently asked
What is New Relic's SLA uptime commitment?
New Relic does not publish a commitment — it publishes a TARGET, and the difference is the whole answer. New Relic (Pro/Enterprise, usage-based) states a 99.8% monthly uptime target: a level New Relic says it aims at, not one it guarantees, so nothing is contractually breached by a period that falls short of it. The figure is New Relic's own — it is transcribed from New Relic's own document and this page does not suppress it — but New Relic frames it as a level it aims at rather than one it guarantees, so there is no committed percentage to hold New Relic to. If New Relic has promised you a binding availability level, it lives in your own Order Form or negotiated agreement rather than on any public page.
Does New Relic pay an SLA service credit?
No — and there is no commitment behind it either, though for a different reason from a vendor that publishes nothing at all. New Relic's own document states a 99.8% monthly uptime target rather than committing to a level, and provides no service credit, so nothing is contractually breached when a period falls short, and there is nothing to file. If New Relic has promised you a binding availability level, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where it would be. NO filable service credit. New Relic's published commitment (99.8% monthly, commercially reasonable efforts) offers NO monetary credit at all — the sole stated remedy is a TERMINATION RIGHT: availability below 98.5% for two CONSECUTIVE calendar months, or below 96.5% in any single month, lets the customer terminate the relevant Service with no penalty. Same shape as Datadog and Segment: monitor for renewal/termination leverage, never draft a credit claim. Applies only to usage-based Pro/Enterprise editions with Full Users or Full Platform Users; everything else gets 'commercially reasonable efforts' and no commitment. A support ticket can be filed to obtain the prior month's official availability attainment figure — useful to corroborate our measurement.
Does Ontracko file New Relic SLA credit claims for me?
No — New Relic's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors New Relic for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect New Relic and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.