New Relic Consulting & Support

New Relic Consulting & Services for Enterprises

AceMQ engineers instrument production systems for a living — message brokers, databases, Kubernetes, and the services around them. We roll out New Relic agents across real fleets and keep the ingest bill from outrunning the value.

A senior engineer, not an SDR. No sales sequence attached.

Senior SMEs
11+
Emergency SLA
<15min
Customers
160+
Countries Served
26+

Without re-instrumenting every service or switching observability vendors mid-contractFor production incident cover, see AceMQ New Relic 24/7 support.

Customers

  • Microsoft
  • Henry Schein
  • Enbridge
  • Gojek

Partners

  • Broadcom
  • Redis
  • VMware Tanzu
  • OSSeva

The Problem

Why teams call us about New Relic

Eight New Relic problems that teams bring to AceMQ, from ingest above the committed tier to traces that stop at a service boundary. They cover old agents, attributes that slow NRQL, alert conditions muted after too many deploys, one account for everything, and a split between agents and OpenTelemetry. If one describes your week, the review starts there.

  1. 01

    Data ingest overshot the committed tier and the overage is now a line item on the renewal

  2. 02

    Agents were installed years ago at versions that no longer report what the dashboards expect

  3. 03

    Distributed tracing stops at a service boundary because one runtime was never instrumented

  4. 04

    Custom attributes were added freely and NRQL queries are now slow and expensive to run

  5. 05

    Alert conditions use static thresholds that fire on every deploy and have quietly been muted

  6. 06

    Logs and APM data share one account with no partitioning, so retention is all or nothing

  7. 07

    Nobody can say which teams generate the ingest, so cost reduction stalls before it starts

  8. 08

    Half the estate reports through New Relic agents and half through OpenTelemetry, with no agreed direction

A good fit if New Relic is how your engineers see production and you want senior engineers on your side of the line, the agents, traces, alert conditions and ingest, whether you stay on New Relic or plan to move.

Not a fit for small teams with non-critical workloads. AceMQ is not a budget consultancy: we work with enterprises running business-critical and compliance-heavy New Relic.

Running New Relic in production? Get a quote from a senior engineer, answered within one hour.

Contact Us

How it breaks, and the fix

Why does every New Relic deploy open a wave of incidents?

Static thresholds with short windows trip on every deploy: latency rises for a minute, and the condition opens an issue. When many conditions do this together and every issue goes to the same destination, the on-call engineer is paged for each one. The conditions then get muted, and a real outage hides among them.

One deploy, every condition fires

Three condition types, one condition set, one workflow

Illustrative

  1. Conditions evaluate quietly and each issue reaches the team that owns the service. The on-call engineer is paged only for real incidents.

  2. Latency rises for a minute during a deploy. Static thresholds with one-minute windows open issues across APM, infrastructure and logs, and every issue goes to the same destination.

  3. Thresholds use baselines and longer windows with an aggregation delay, loss of signal covers dead services, and policies per team feed workflows that route each issue to its owner.

Alert conditions that fire on every deploy and get muted are one of the most common reasons teams call AceMQ about New Relic. The fix is design: thresholds and windows set against the metric's real noise, an aggregation delay so late data does not reopen a closed issue, loss of signal for services that die rather than degrade, incident preference chosen per policy, and workflows filtered by team so one failure reaches one owner.

Our Services

New Relic Consulting & Services

AceMQ runs five New Relic service lines: instrumentation and rollout, ingest cost governance, migration to or from New Relic, managed operations, and a fixed-price health check. A senior engineer leads each one, and any of them can roll into 24/7 support with a 15-minute emergency SLA.

  • 01

    New Relic Instrumentation & Rollout

    Agent rollout across a service fleet is where most New Relic programs stall. We plan the sequence, standardize naming and tagging, and get coverage to the point where the data is actually trustworthy.

    • APM agent deployment across Java, .NET, Node.js, Python, Go, and containerized workloads
    • Distributed tracing end to end, including trace context propagation across async and queue hops
    • Consistent entity naming, tagging, and workload grouping so dashboards stay coherent at scale
    • Infrastructure, Kubernetes, and OpenTelemetry pipeline integration alongside the APM agents
  • 02

    Ingest Cost Governance & Optimization

    New Relic bills on data ingest, and the bill is the number one reason teams call us. We cut volume where it carries no signal and keep the telemetry that actually gets used during incidents.

    • Ingest audit by source, account, and entity to find the handful of sources driving most of the bill
    • Log drop rules, sampling, and attribute pruning applied where they cost you nothing diagnostically
    • Data retention and Data Plus tier decisions modeled against your real query and audit patterns
    • Guardrails and ingest alerting so a noisy deploy does not quietly double next month's invoice
  • 03

    Migration To or From New Relic

    Observability platform migrations fail on dashboard and alert parity, not on agent installation. We rebuild the alerting logic first so you are never flying blind during the overlap window.

    • Datadog, Dynatrace, or AppDynamics to New Relic migration with alert and dashboard parity mapping
    • New Relic to Grafana, Prometheus, or Datadog migration when cost or tooling strategy changes
    • OpenTelemetry-first instrumentation so your telemetry is not locked to any single vendor next time
    • Parallel-run period with side-by-side validation before the old platform is decommissioned
  • 04

    Managed New Relic Operations

    Ongoing ownership of the observability platform itself — agents, alerts, dashboards, and cost — with a named engineer who knows your topology before the page fires.

    • Alert policy and NRQL condition design tuned to cut false pages, with baseline and anomaly conditions
    • Custom instrumentation for the gaps auto-instrumentation misses: batch jobs, legacy apps, broker internals
    • Dashboard and SLO maintenance as services are added, renamed, or retired
    • Agent version upgrades and named-engineer emergency response with a 15-minute SLA
  • 05

    New Relic Health Check & Assessment

    A structured review of coverage, alert quality, and spend — the three things that decide whether New Relic helps you during an outage or just bills you.

    • Instrumentation coverage gap analysis across services, hosts, and Kubernetes workloads
    • Alert quality audit: noisy conditions, missing coverage, thresholds nobody has revisited in a year
    • Ingest and spend breakdown with a ranked list of reductions and what each one costs you in visibility
    • Written report with prioritized remediation steps ranked by production risk and dollar impact
  • 15 MIN SLA

    24/7 New Relic Support

    Named senior engineers on your account — 15-minute emergency response, no ticket routing, no junior triage.

    • 15-minute emergency response SLA
    • Named engineer, zero cold-start
    • Proactive CVE & health monitoring
    • Quarterly deployment reviews
    Compare the four New Relic support tiers

Want AceMQ to take this off your team's plate? Tell us about your New Relic estate.

Contact Us

24/7 Support

New Relic Support When It Matters Most

AceMQ New Relic support gives you named senior engineers and a 15-minute first response when services stop reporting or alerts fail to fire, 24/7. Lower severities get 1-hour, 4-hour and next-day responses. AceMQ works on your side of the line: agents, traces, NRQL and alert conditions.

  1. 15 minfirst responseEmergencyProduction down, messages not flowing, queue manager failure
  2. 1 hourfirst responseCriticalSevere degradation, high error rates, approaching capacity
  3. 4 hoursfirst responseHighPerformance issues, configuration problems, non-critical failures
  4. Next Dayfirst responseStandardQuestions, guidance, best practices, non-urgent improvements

P1 escalation path

A replay of one P1, from the first page to the written root-cause analysis

SLA 15:00
T+Elapsed15:00
Engineer on your bridge

15-minute P1 response, 24/7.
A response time, not a resolution time.

  1. T+00:00

    P1 opened, on-call engineer paged

    Phone, email or Slack reaches the on-call senior engineer directly, whether the incident is in RabbitMQ, Kafka, Redis, PostgreSQL or Kubernetes. No web form, no tier-1 queue.

    Paged
  2. T+15:00

    Senior engineer on your bridge

    A senior engineer who already knows your environment joins a live bridge, so nobody has to re-explain your topology.

    Live
  3. T+30:00

    Specialists across the stack join

    When an incident crosses components, the engineers who know each one join. For RabbitMQ, the path runs to the core team.

    If needed
  4. After

    Written root-cause analysis

    Root cause, the fix applied and the prevention steps, delivered after every P1.

    Every P1

How Our Support Actually Works

Beyond SLAs — the model behind senior-only, zero-cold-start expert access.

  • Named Engineers on Your Account

    Every ticket is handled by a senior SME assigned to your account — not a pool of anonymous agents. Zero cold-start. No re-explaining your environment.

  • Live Escalation on Any Ticket

    Any ticket can be escalated to a live session with your named engineer via calendar booking. No gatekeeping, no approval required — direct access, always.

  • Proactive Risk Mitigation

    Quarterly health checks on your deployment plus shared intelligence from 50+ support customers — we surface risks before they reach production.

  • Critical Bug & CVE Intelligence

    Proactive alerts on critical bugs and CVEs affecting your exact version, with version compliance monitoring so you're never caught off guard.

Compare New Relic support plans

How It Works

What actually happens next

A New Relic engagement runs in four stages: an instrumentation assessment of 1 to 2 weeks, written findings within a week, changes made with your engineers, then a handover with runbooks. Each stage ends in writing, so your team sees which agents, drop rules and alert conditions change before anything does.

1–2 weeks

Instrumentation assessment

We inventory agent coverage and versions, check trace completeness across service boundaries, review custom attribute usage, log partitions and alert conditions, and identify where ingest volume actually comes from.

Within a week

Written findings and plan

Prioritised findings covering coverage gaps, alert quality and ingest cost, with the reasoning attached so every proposed reduction names the visibility you give up.

Scoped per engagement

Implementation alongside your team

We upgrade agents, close trace gaps and rework alert conditions with your engineers rather than around them, service by service, keeping the old configuration until the new one is proven.

Ongoing

Handover and optional cover

Runbooks for agent upgrade, ingest review and alert tuning written against your account structure, plus 24/7 support with a 15-minute emergency SLA if you want it.

  • Written findings before any change
  • Every agent, drop rule and condition change staged and reversible
  • Your engineers in the room
  • You keep the runbooks
  • Ad hoc engagements or an annual partnership

A senior engineer, not an SDR. No sales sequence attached.

Customer Success

Real New Relic Results

New Relic work from AceMQ, from agent overhead and distributed tracing gaps to instrumentation coverage and telemetry cost. Each card links to the full write-up: the environment, what AceMQ assessed or changed, and the result.

1 / 4 case studies

  • Remediation

    New Relic Agent Overhead Remediation

    Digital Commerce Platform

    Remediation of application latency and memory growth traced to APM agent configuration on the customer's own JVM and container estate.

    New RelicJavaKubernetesLinux
    Read case study : New Relic Agent Overhead Remediation
  • Support

    New Relic Distributed Tracing Support

    Insurance Services Provider

    Ongoing support for distributed tracing across a mixed New Relic and OpenTelemetry estate where traces broke at instrumentation boundaries.

    New RelicOpenTelemetryJava.NETKubernetes
    Read case study : New Relic Distributed Tracing Support
All use cases

Solutions

Every way AceMQ works with New Relic.

AceMQ covers New Relic end to end: instrumentation and cost consulting, 24/7 support and incident management, proactive monitoring, managed New Relic in your account or run from AceMQ-managed accounts, older agent cleanup, and a fixed-price health check.

Projects

Build, fix or move New Relic

Fixed-scope work led by a senior engineer: architecture and new builds, a health check of what you run today, or a migration with a reversible cutover.

Support and managed services

Keep New Relic running

Four tiers of ongoing cover once you are live. Each tier hands more of the day-to-day work to AceMQ, from a 15-minute emergency SLA to AceMQ hosting and running New Relic for you.

Compare the four New Relic support tiers

Side by side

Who runs what when New Relic is your observability platform?

New Relic is a SaaS platform: New Relic runs ingestion, storage and the interface, and everything that reports to it is yours. AceMQ is not a New Relic reseller and does not host New Relic. It works on your side of the line: agents, trace propagation, NRQL, alert conditions and ingest. Each row answers one question.

New Relic compared with your team and AceMQ on who runs the platform, the agents, ingest cost, missing traces and alerts, on-call and moving onto or off New Relic
QuestionNew RelicYour teamAceMQ
Who runs the platform?New Relic runs ingestion, storage, the interface and the APIs.Nothing on the platform itself. You hold the accounts, users and settings.Nothing: AceMQ does not host New Relic, and works on the estate that reports to it.
Who owns the agents and collectors?New Relic publishes the agent releases and documents which runtimes they support.You deploy and upgrade them across services, hosts and clusters, unless AceMQ runs them.AceMQ runs rollout, version upgrades and OpenTelemetry pipelines, in your account or from AceMQ-managed accounts and infrastructure.
Who controls how much data is ingested?New Relic meters the data you send and provides drop rules and data management tools.You decide which logs, attributes and events are emitted, and which are dropped.AceMQ audits ingest by source and entity, applies drop rules and sampling where they cost nothing diagnostically, and adds ingest alerting.
Who fixes a broken trace or an alert that did not fire?New Relic fixes faults inside its product, through a support case.You usually own the cause: trace context propagation, agent versions and condition design.AceMQ traces the hop or the condition, fixes it with your engineers and verifies it end to end.
Who is on call for agents and pipelines?New Relic's own on-call covers the platform.Your on-call covers agents, collectors and alert policies.AceMQ's named engineers answer within 15 minutes, 24/7, for the agents and pipelines AceMQ runs or supports.
What does moving onto or off New Relic involve?New Relic accepts OpenTelemetry data over OTLP.You rebuild dashboards and alert conditions and plan retention while two systems run.AceMQ maps every alert condition and key dashboard first, runs both platforms side by side and decommissions after parity is proven.

AceMQ is not a New Relic reseller, so the platform recommendation follows your requirements and your ingest. To see what the self-hosted route involves, read the Grafana support options guide.

Not sure which option fits? A senior New Relic engineer will scope it with you.

Contact Us

One partner, not five

We Support Your Entire Tech Stack

New Relic rarely fails in isolation. AceMQ covers the full surrounding infrastructure — so one team owns the whole path instead of pointing at each other.

Messaging & Streaming

Databases & Caching

Search & Analytics

Lakehouse & Compute

Observability & Monitoring

Data Integration

Cloud & Containers

API Management

VMware Tanzu

See all 51 technologies we supportShow fewer

Guides, articles and comparisons

Go deeper on New Relic.

Guides and services from AceMQ engineers for the observability stack around New Relic, including the self-hosted Grafana route, the Kubernetes and cloud platforms the agents run on, and the messaging and data systems they watch.

Related services

Ready to talk New Relic? Get a quote or send us a message.

Contact Us

FAQs

New Relic Questions Answered

Eight answers on New Relic from AceMQ: agent versions, who answers when services stop reporting, how an engagement starts, working with your team, ingest bill growth, broken traces, running collectors and agents versus OpenTelemetry.

Still have questions about New Relic? Email an Expert

Which New Relic versions need patching, and what happens at end of life?

New Relic the platform is SaaS and updates itself, so there is no platform version to patch. What you patch are the language agents, the infrastructure and Kubernetes agents and any OpenTelemetry collector that report to it. An agent that predates the runtime it loads into can fail to attach without an error. AceMQ audits agent versions and runs staged upgrades.

Who answers when New Relic stops reporting or an alert fails to fire, and how fast?

A named AceMQ senior engineer answers within 15 minutes, 24/7, when services stop reporting, observability is blind during an outage or an alert did not fire. Lower severities get a first response within 1 hour, 4 hours or the next business day. AceMQ also helps debug the incident the telemetry points at, not only the tooling.

How does a New Relic engagement with AceMQ start?

A New Relic engagement starts with a free consultation with a senior engineer, booked in our reply within 1 hour. An instrumentation assessment of 1 to 2 weeks follows, covering agent coverage and versions, trace completeness across service boundaries, custom attributes, log partitions, alert conditions and ingest by source. Written findings arrive within a week, before any drop rule is created.

Can an AceMQ engineer work alongside our in-house team?

Yes. AceMQ assigns a named senior engineer from its team of 11+ who works with your engineers rather than around them, upgrading agents, closing trace gaps and reworking alert conditions service by service. The old configuration stays until the new one is proven, and you keep the runbooks for agent upgrades, ingest review and alert tuning.

Why did our New Relic ingest jump with no traffic increase?

One of three sources usually explains it: a custom metric emitted per request instead of per interval, a service that shipped with debug-level log forwarding on, or infrastructure agents newly enabled across a large fleet. AceMQ breaks ingest down by data type and source, quantifies each cause before changing anything, and adds ingest alerting so one noisy deploy cannot double the invoice unnoticed.

Why does our distributed trace stop at a service boundary?

A trace stops where trace context does not survive a hop. The usual causes are mismatched header formats between W3C traceparent and New Relic's own headers, a message broker or API gateway that does not forward them, an agent old enough to predate W3C support, or a service instrumented by hand that never propagates context. AceMQ traces the hop, fixes the propagation and verifies it end to end.

Does AceMQ run New Relic for us, or manage our agents?

New Relic runs the SaaS itself. AceMQ runs your side of it. In your own account, AceMQ operates agent rollout, alert policies, NRQL and dashboards, and on-call. From AceMQ-managed accounts and infrastructure, AceMQ can run New Relic for you on your behalf, including the OpenTelemetry collector and log pipeline tier, and owns day-2 operations end to end.

Should we use New Relic agents or OpenTelemetry?

Use OpenTelemetry where portability matters and the vendor agent where it gives clearly better data for less effort. OpenTelemetry instrumentation exported to New Relic over OTLP keeps your telemetry portable if you change platforms. In some runtimes the New Relic agent still gives deeper detail. AceMQ also runs the mixed estates that result, and says plainly where each wins.

Can we work with AceMQ on New Relic without a long contract?

Yes. AceMQ works on New Relic in two ways: ad hoc engagements for a defined piece of work, such as a health check, an upgrade or an incident, or an annual partner engagement that covers 24/7 support, proactive reviews and named engineers. Many teams start ad hoc and move to an annual partnership once the first engagement is done.

How much does AceMQ New Relic support or consulting cost?

Every AceMQ proposal is tailored to your requirements: your New Relic environment, the SLA you need, the hours of cover and the scope of work. Most contracts run $24,000–72,000 a year, depending on the SLA, the scope and how New Relic is deployed, with aggressive discounts when several technologies share one contract. Request a quote and AceMQ replies within 1 hour.

Let's talk

Ready to Get Real Value From New Relic?

Whether you need an instrumentation rollout, an ingest cost reset, a migration partner, or ongoing managed operations — AceMQ staffs every engagement with a named senior engineer. Quote requests answered within 1 hour.

A senior New Relic engineer, not a sales queueAbout your agents and alert conditions, not a pitch deckQuote requests answered within 1 hour

Production incident right now?Email a New Relic Architect

Get in Touch

Talk to a New Relic Expert

Send us a message and we'll follow up within 1 hour — or book a free 30-min consultation directly.

305-204-2607
info@acemq.com
66 W. Flagler St. 9th Floor
Miami, FL 33130

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