New Relic SLA
99.8% uptime guarantee (Pro, Enterprise plan only)
Official SLA Commitment
Applies to
Pro, Enterprise plans only
Scope
Monthly service availability — ability to log in and view customer data
Measurement
Percentage of total minutes in a month minus periods of unavailability, divided by total minutes in the month
Exclusions
Planned maintenance, emergency maintenance, force majeure, third-party failures, customer-caused issues, suspension per agreement terms
Not covered
Free edition, Standard edition, accounts without Full Platform Users
Promised vs Measured
SLA Promise
99.8%
≤ 1h 26m downtime/month
Measured (30d)
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Collecting data…
Verdict
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24h Uptime
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7d Uptime
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30d Uptime
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Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Free | No uptime SLA | $0 (1 full user, 100 GB data) | — |
| Standard | No uptime SLA | $10/first user/mo + $99/additional user | — |
| Pro | 99.8% | $349/full user/mo (annual) | |
| Enterprise | 99.8% | Custom pricing |
Source: new relic.com/pricing
SLA Credit Policy
No financial credits offered. Remedy is termination right without penalty if availability drops below 98.5% for two consecutive months or below 96.5% in any single month. Termination effective at end of current billing period.
| Monthly Uptime | Credit |
|---|---|
| < 98.5% for 2 consecutive months | See policy details |
| < 96.5% in any single month | See policy details |
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines) | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
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Last 7 days
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Last 30 days
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Incident Summary (90 days)
Total Incidents
9
Active Now
0
Resolved
9
Avg. Resolution
1h 33m
New Relic SLA: What You Need to Know
New Relic guarantees 99.8% uptime measured as monthly service availability — ability to log in and view customer data. This commitment applies exclusively to Pro, Enterprise plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, New Relic currently shows a 30-day measured uptime of —. Uptime data is still being collected for a complete assessment.
What's Covered (and What Isn't)
New Relic's SLA specifically covers monthly service availability — ability to log in and view customer data. It explicitly excludes: Free edition, Standard edition, accounts without Full Platform Users. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
Once sufficient monitoring data is collected, this section will show projected annual downtime. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks New Relic's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 60 seconds. Uptime is calculated as the percentage of time all components report operational status.
