01
Ingest Cost Governance
Where your bill actually goes, by data type and source — then drop filters, sampling rates, log forwarding rules, and metric cardinality changes that cut ingest without losing the signal you rely on during an incident.
New Relic Support
24/7 New Relic Support with a 15-Minute Emergency SLA
Last reviewed by Scott Sternloff
AceMQ supports the parts of New Relic that are actually yours — agent instrumentation, trace propagation across service boundaries, NRQL and dashboard design, alert quality, and ingest cost governance. New Relic runs the platform; we make sure your telemetry is correct, useful, and not quietly doubling your bill.
Support quotes answered within 1 hour, by a senior engineer.
- min emergency SLA
- 15
- across Americas, EMEA, APAC
- 24/7
- enterprise customers
- 160+
- countries served
- 26+
Planning a build, upgrade or migration instead? See AceMQ New Relic consulting and services.
Customers
Partners
Incident Triage
New Relic problems we fix every week
These are real symptoms from real New Relic production environments — and the first thing our engineers check when one comes in.
| Symptom you're seeing | What we check first | Typical resolution |
|---|---|---|
| Ingest bill jumped 40% this month with no traffic increase | Ingest broken down by data type and source in the data management view. In practice it is one of three things: 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 on a large fleet. | 1–3 hours |
| A service stopped reporting to APM right after a deploy | Whether the agent is loading at all — agent log at startup, license key presence in the new environment, and agent version against the runtime version. New base images and rebuilt containers routinely lose the env var or ship an agent that does not support the upgraded runtime. | Under 1 hour |
| Distributed trace stops at a service boundary | Trace context propagation across the hop — which header format each side emits and accepts (W3C traceparent vs. New Relic's own), whether the queue or gateway in between forwards it, and whether one side is running an agent old enough to predate W3C support. | 2–4 hours |
| NRQL queries and dashboards time out or return partial data | Cardinality of the attributes being faceted on. A custom attribute carrying a user ID, request ID, or full URL explodes the unique value count and makes every FACET over it expensive. We find the offending attribute before touching the query. | 1–2 hours |
| Alerts flapping — dozens of open-and-close notifications an hour | Threshold, evaluation window, and aggregation delay on the condition. Flapping is usually a threshold set at the normal peak plus a one-minute window with no evaluation offset, so late-arriving data reopens an incident that just closed. | 1–2 hours |
| APM transaction list is thousands of near-identical entries | How transactions are being named. Path parameters — IDs, tenant slugs, dates — leaking into the transaction name creates a new entry per request. We fix it at the framework instrumentation level so the metric grouping collapses back to routes. | 2–4 hours |
| An alert did not fire during a real outage | Whether the signal went absent rather than bad. When a service dies, the metric stops arriving entirely and a threshold condition has nothing to evaluate — this needs a loss-of-signal setting, not a lower threshold. | Under 1 hour |
| Logs are in New Relic but nothing is parsed or searchable | Log parsing rules and attribute extraction against the actual log format. Unstructured multi-line application logs arrive as a single message blob until a parsing rule or structured-logging change is in place. | Same day |
Resolution times reflect typical New Relic engagements under an active AceMQ support contract. Every P1 closes with a written root-cause analysis.
What's Included
Everything in your New Relic support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
- 02
Emergency Incident Response
Observability blind during an outage, agents not reporting, or alerts that did not fire. A senior engineer joins a live bridge within 15 minutes — including helping you debug the underlying incident, not just the tooling.
- 03
Instrumentation & Trace Coverage
Agent deployment across your runtimes, custom instrumentation for the code paths that matter, and end-to-end trace context propagation across queues, gateways, and service boundaries where traces usually break.
- 04
Alert Quality & On-Call Hygiene
Rebuilding noisy alert policies into conditions your on-call trusts: correct thresholds and windows, loss-of-signal detection, sensible grouping, and routing that pages the team who can actually act.
- 05
NRQL & Dashboard Engineering
Dashboards built around your service-level objectives rather than agent defaults, plus NRQL query tuning and cardinality control so the queries return before your incident call ends.
- 06
Migration & OpenTelemetry Strategy
Moving onto New Relic from another vendor, or onto OpenTelemetry instrumentation so your telemetry is portable. We plan and execute both, including honest advice on what you lose either way.
Why AceMQ
What you get that you don't get elsewhere
We Treat Ingest Cost as an Engineering Problem
Observability bills grow because instrumentation decisions get made once and never revisited. We audit ingest against what your teams actually query during incidents, and cut the rest — with the reduction documented so it survives the next deploy.
Named Engineers, Zero Cold Start
The same senior engineers stay on your account. They know your service map, your agent versions, and your alert policies — so a P1 call starts with diagnosis, not twenty minutes of you explaining your architecture.
We Debug the Layers the Vendor Won't
New Relic support owns the platform. Your instrumentation, your application code, your queries, your log pipelines, and the incident the telemetry is pointing at are all outside that boundary — and all inside ours.
No Tier-1 Triage Layer
You reach a senior engineer directly by phone, email, or Slack. No help desk collecting information to pass along, and no escalation approval standing between you and someone who can actually fix it.
Genuine Follow-the-Sun Coverage
Engineers across 26+ countries and every time zone. Your 3am incident is someone's mid-afternoon — no overnight skeleton crew, no waiting for a region to wake up.
Full-Stack, Not Just the Agent
The interesting questions are rarely about New Relic. We diagnose across the JVM or runtime, the database, the message broker, and Kubernetes — because that is where the thing your dashboard is flagging actually lives.
We support New Relic wherever it's deployed
Cloud, Kubernetes, bare metal, hybrid, and air-gapped — including environments where you can't give us outbound network access.
- AWS (EC2, ECS, EKS, Lambda)
- Microsoft Azure (AKS, App Service)
- Google Cloud (GKE, Cloud Run)
- Kubernetes & OpenShift
- Java, .NET, Node.js, Python, Go, Ruby, PHP agents
- OpenTelemetry collectors & OTLP ingest
- Infrastructure & Kubernetes agents
- Fluent Bit & log forwarder pipelines
- Browser & mobile monitoring
- Synthetic monitors & private minions
- Bare metal & on-premise workloads
- Hybrid cloud
Escalation Path
Your first hour of a New Relic outage
Every tier reaches a senior New Relic engineer. There is no tier-1 triage layer to get through.
- 15 minfirst responseEmergencyProduction down, messages not flowing, queue manager failure
- 1 hourfirst responseCriticalSevere degradation, high error rates, approaching capacity
- 4 hoursfirst responseHighPerformance issues, configuration problems, non-critical failures
- 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
T+Elapsed15:00
15-minute P1 response, 24/7.
A response time, not a resolution time.
- T+00:00Paged
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.
- T+15:00Live
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.
- T+30:00If needed
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.
- AfterEvery P1
Written root-cause analysis
Root cause, the fix applied and the prevention steps, delivered after every P1.
Pricing
What does AceMQ New Relic support cost?
AceMQ New Relic support contracts typically run $24,000–72,000 a year, depending on SLA level, scope (number of clusters or nodes, and environments) and deployment (self-managed, cloud-managed or Kubernetes).
| What moves the price | How it changes the contract |
|---|---|
| SLA level | Business-hours cover costs less than 24/7 cover with a 15-minute emergency response. |
| Scope | More clusters or nodes, and more environments, make a larger contract. |
| Deployment | Self-managed, cloud-managed and Kubernetes estates need different amounts of hands-on work. |
Covering several technologies under one contract, for example RabbitMQ, Kafka and Redis, earns an aggressive discount.
Support In Practice
New Relic problems we've already solved
New Relic support work from AceMQ. Each card links to the full write-up: the services and agents involved, what AceMQ diagnosed or changed, and the result.
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 Relic
Java
Kubernetes
LinuxNew 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 Relic
OpenTelemetryJava.NETKubernetesNew Relic Instrumentation Coverage Assessment
Global Payments Processor
Assessment of which services, dependencies, and code paths are genuinely covered by APM instrumentation versus assumed to be.
New RelicJavaNode.jsKubernetesOpenTelemetryNew Relic Telemetry Volume and Cost Governance
B2B SaaS Platform Provider
Consulting engagement to govern ingested telemetry volume and user allocation so observability spend reflects operational value.
New RelicOpenTelemetryKubernetes
Terraform
Support options
Four tiers of New Relic support.
AceMQ offers New Relic support in four tiers, each handing more of the day-to-day work to AceMQ: 24/7 support and incident management for agents and alerts your team runs, proactive monitoring that catches coverage gaps and ingest growth first, managed New Relic operations inside your own account, and fully managed New Relic run on your behalf from AceMQ-managed accounts and infrastructure, with the collectors and pipelines. New Relic itself stays New Relic's SaaS.
- Tier 1
New Relic 24/7 Support & Incident Management
You run it, we back you up
- 15-minute P1 response, 24/7, for agents, traces and alert conditions
- Agent startup logs, license keys and runtime versions checked first
- Named senior engineers, no tier-1 triage layer
Best for: Platform teams that run their own New Relic estate and need senior cover when telemetry goes dark.
- Tier 2
New Relic 24/7 Support with Proactive Monitoring
You run it, we watch it with you
- Scheduled agent version and coverage checks across services and clusters
- Trace context propagation reviews at queues, gateways and service hops
- Alert condition reviews: windows, aggregation delay and loss of signal
Best for: Teams that want the silent agent or the doubled ingest found in a review, not in an outage.
- Tier 3
Managed New Relic on Your Infrastructure
We run it in your cloud or data centre
- Agent and OpenTelemetry collector rollout and upgrades across runtimes and clusters
- Alert policies, conditions and workflows kept consistent as services change
- Dashboards and SLOs maintained as services are added, renamed or retired
Best for: Regulated estates that need New Relic operated inside their own accounts and change process.
- Tier 4
Fully Managed New Relic on AceMQ Infrastructure
We host it and run it, as a service
- Collector and log pipeline tier hosted and operated by AceMQ
- Parsing, drop rules and sampling applied before data reaches the metered platform
- OTLP export configured so telemetry stays portable between platforms
Best for: Teams that want the collection tier run for them while their engineers keep building alerts and dashboards.
| Who does what | Tier 1 24/7 support | Tier 2 Proactive monitoring | Tier 3 Managed, your infrastructure | Tier 4 Fully managed by AceMQ |
|---|---|---|---|---|
| Who runs New Relic day to day? | Your team | Your team, with AceMQ reviews | AceMQ | AceMQ |
| Where does it run? | Your infrastructure | Your infrastructure | Your cloud account or data centre | AceMQ infrastructure |
| 24/7 incident response | 15-minute P1 response | 15-minute P1 response | 15-minute P1 response | 15-minute P1 response |
| Health checks and CVE alerts | On request | Scheduled | Included | Included |
| Patching and upgrades | Your team, AceMQ advises | Planned with AceMQ | Done by AceMQ | Done by AceMQ |
| Monitoring and on-call | Your team | Your team | AceMQ | AceMQ |
| Data, keys and accounts | Yours | Yours | Yours | Your data, hosted by AceMQ |
Every Tier can start as an ad hoc engagement or an annual partnership, and you can move up or down a Tier as your team changes.
One partner for New Relic
Everything else AceMQ does for New Relic.
Support is one part of what AceMQ does for New Relic. The same engineers deliver consulting, health checks, migrations and end-of-life cover, and support the systems that usually run next to it.
- ConsultingNew Relic consulting and services
- LifecycleEnd-of-life software support
- Enterprise supportOpen source support across your whole stack
- GuideNew Relic guide
Support for the rest of your stack
Messaging & Streaming
- RabbitMQ supportMessaging & Streaming
- Apache Kafka supportMessaging & Streaming
- IBM MQ supportMessaging & Streaming
- ActiveMQ supportMessaging & Streaming
- Azure Service Bus supportMessaging & Streaming
- Amazon SQS supportMessaging & Streaming
- Google Cloud Pub/Sub supportMessaging & Streaming
- Redpanda supportMessaging & Streaming
- Apache Pulsar supportMessaging & Streaming
- Message Queuing supportMessaging & Streaming
Databases & Caching
Search & Analytics
Lakehouse & Compute
Observability & Monitoring
Data Integration
Cloud & Containers
API Management
See support for all 51 technologiesShow fewer
Related services
What does AceMQ New Relic support include?
Our New Relic support covers 24/7 emergency incident response with a 15-minute SLA, ingest cost governance, agent and instrumentation engineering, distributed trace coverage, alert policy rebuilds, and NRQL and dashboard work. Every ticket is handled by a named senior engineer assigned to your account — there is no tier-1 triage layer and no per-incident charge.
How is this different from New Relic's own support?
New Relic supports the New Relic platform. We support your use of it. Instrumentation gaps, trace context breaking across your service boundaries, application code that produces bad telemetry, expensive NRQL, noisy alert policies, and ingest cost driven by your own emission patterns are all on your side of the line — and that is where we work. We do not resell or replace your New Relic subscription.
Can you actually reduce our New Relic bill?
Usually, yes, and the savings come from a small number of sources: log forwarding shipping debug output nobody queries, custom metrics emitted per-request instead of aggregated, high-cardinality attributes, infrastructure agents on hosts nobody monitors, and duplicate telemetry from an agent and an OpenTelemetry collector both reporting. We quantify each before changing anything, so you see what a reduction costs you in visibility.
Why did our service stop reporting to APM after a deploy?
Three causes cover most cases. The license key or app name environment variable did not carry over to the new environment or base image. The agent version predates the runtime version it is now loading into and silently fails to attach. Or the agent is present but the process is starting in a way that bypasses it — a changed entrypoint, a new process manager, or a bundler that stripped the instrumentation. The agent's own startup log usually answers this in minutes.
Our distributed traces break between services. Can you fix that?
Yes, and it is one of the most common things we are called for. Broken traces almost always come down to trace context not surviving a hop: mismatched header formats between W3C traceparent and New Relic's proprietary headers, a message broker or API gateway that does not forward the headers, an agent version that predates W3C support, or a manually instrumented service that never propagates context at all. We trace the hop, fix the propagation, and verify end to end.
Do you work with OpenTelemetry instead of the New Relic agents?
Yes. We instrument with OpenTelemetry and ship to New Relic via OTLP where portability matters to you, and we run the mixed estates that result — some services on agents, some on OTel collectors. We will also tell you where the vendor agent still gives you materially better data for the effort, because in some runtimes it does.
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
Observability You Trust, at a Bill You Can Explain
Reactive cover, proactive reviews, or AceMQ running New Relic for you on your infrastructure or ours. A senior engineer scopes it with you, and quote requests are answered within 1 hour.
A senior New Relic engineer, not a sales queueQuote requests answered within 1 hourAd hoc engagements or an annual partnership
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.
305-204-2607info@acemq.com66 W. Flagler St. 9th Floor
Miami, FL 33130
Miami, FL 33130
Prefer to talk now? Call us directly or use the consultation tab to find a time that works.