This month New Relic achieved a significant milestone by implementing full round-the-clock Technical Support for its Gold and Platinum customers, offering 24/7/365 service to these tiers. The company's Director of Technical Support, Laura Kibben, highlights the improvements made to enhance customer experience, including duplicating existing processes, hiring additional staff, creating comprehensive training programs, and documenting knowledge sharing. This move acknowledges New Relic's expansion into international markets and allows customers worldwide to receive consistent support regardless of their location or work schedule. The company has also reported positive feedback from customers, who praise the speed and professionalism of its service, and attributes this success to a more even workflow and a culture that prioritizes customer success.