Your first hour of a New Relic outage
Most vendors publish an SLA number. This is what actually happens, minute by minute, when you page a senior AceMQ engineer.
You page us
Phone, email, or Slack — any channel reaches the on-call senior engineer directly. No web form, no tier-1 queue.
Named engineer live
A senior engineer who already knows your environment joins a live bridge. Zero cold-start, no re-explaining your topology.
Root cause isolated
Direct broker access, log and metric review, and a working hypothesis with a rollback plan before we touch anything.
Written RCA
Documented root cause, the fix applied, and the prevention steps — delivered after every P1, not just when asked.
SLA tiers, contractually guaranteed
Every tier reaches a senior New Relic engineer. There is no tier-1 triage layer to get through.
Production down, messages not flowing, cluster or broker failure
Severe degradation, rising error rates, approaching capacity limits
Performance issues, configuration problems, non-critical failures
Questions, guidance, best practices, non-urgent improvements
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.
New Relic problems we've already solved
Representative engagements showing how these incidents get diagnosed and closed under an AceMQ support contract.
Everything in your New Relic support contract
No add-on pricing for incidents. No per-ticket charges. One contract covers the whole surface.
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.
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.
New Relic support questions
Talk to a Support Expert
Send us a message and we'll follow up within one business day — or book a free 30-min consultation directly.
305-204-2607info@acemq.comMiami, FL 33130
Prefer to talk now? Call us directly or use the consultation tab to find a time that works.