New Relic Offers Full 24/7 Technical Support

New Relic has enhanced its customer service by transitioning to a 24/7/365 Technical Support model for its Gold and Platinum customers, while Silver customers receive support during their business hours globally. This change addresses the demand for support outside of U.S. business hours, aiding New Relic's expansion into international markets and ensuring consistent service across time zones. The initiative involved increasing staff, improving training and documentation processes, and establishing a support team in Dublin, Ireland. Customers have responded positively, appreciating the swift and professional resolution of their technical issues. The new staffing model not only smooths out workload fluctuations but also fosters a less stressful work environment, which has been instrumental in attracting talent who are passionate about customer success.