New Relic

Here is the typical implementation process for New Relic software and an estimate of its timeline:

1. Planning and Requirement Analysis: Assess monitoring needs, define goals, and identify key performance indicators (KPIs) for your application or infrastructure.

2. Account Setup and Access Configuration : Create a New Relic account and configure roles, permissions, and API keys for team members.

3. Installation of Agents : Deploy New Relic agents in your application, servers, containers, or cloud environments. This step varies based on the number of components.

4. Integration with Third-Party Tools : Connect New Relic with third-party tools (e.g., AWS, Azure, Jenkins, etc.) for unified monitoring and alerting.

5. Dashboard and Alert Configuration : Customize dashboards for visualizing metrics and set up alerts for proactive monitoring of critical systems.

6. Testing and Validation : Verify data collection accuracy, ensure alerts are firing as expected, and confirm that all integrations work seamlessly.

7. Training and Knowledge Transfer: Provide training sessions for the team to use New Relic effectively and maintain monitoring workflows.

8. Go-Live and Optimization: Transition to active monitoring, fine-tune settings, and leverage insights for continuous optimization.

The customization process for New Relic:

1. Custom Instrumentation:

   • Browser Agent: You can customizethe New Relic browseragent using anpm package. Thisallows you toimport the browseragent into yourclient-side application, select specificfeatures to deploy, and includethe agent inyour JavaScript buildprocess.

   • Custom Attributesand Events: NewRelic allowsyou to add customattributes andevents to yourdata. This canbe done acrossvarious New Relic solutions likeAPM, browsermonitoring, mobilemonitoring, andinfrastructuremonitoring. Customattributes arekey-value pairsthat providemetadata aboutthe events theyare attachedto, enablingmore in-depth andcustomized analysis.

2. APM Customization:

   • APM Agents: New Relic providesAPIs for differentprogramming languages(Java, .NET, Node.js, etc.) tocollect customattributes andevents. Thisallows you tocapture specificbusiness or operationalcontext, suchas user information, feature flags, or error details.

3. Infrastructure Monitoring:

   • Custom Integrations: Youcan create customintegrationsfor infrastructuremonitoring usingthe New Relic infrastructureagent and othertools. This includessetting up customattributes toannotate datafrom the infrastructureagent.

4. Mobile Monitoring:

   • Mobile Agents: New Relic mobileagents for Androidand iOS includeAPI calls torecord customattributes, allowingyou to capturespecific datapoints relevantto your mobileapplications.

Additional costs:

1. Data Ingestion: Free Tier: New Relic offers 100 GB of free data ingestion per month. Beyond this, the cost is $0.30 per GB for the original data plan and $0.50 per GB for the Data Plus option, which includes extended data retention and advanced data governance features.

2. User Fees:

   • Basic Users: Free, with unlimited basic users allowed.

   • Core Users: $49 per user per month.

   • Full Platform Users: $99 per user per month.

3. Setup and Maintenance:

   • Setup Fees: There are no explicit setup fees mentioned, but the time and resources required for initial setup and customization can be considered an indirect cost.

   • Maintenance: Ongoing maintenance costs are not explicitly detailed but would include the time and effort required to manage and update custom instrumentation and integrations.

4. Support Charges:

   • Standard Edition: Includes basic support.

   • Pro and Enterprise Editions: Offer advanced support options, including 24x7 support and a 1-hour support response SLA for the Enterprise edition.

5. Additional Features:

   • Data Plus Option: $0.50 per GB for advanced features like extended data retention and HIPAA/FedRAMP compliance.

   • Synthetics Checks: Additional synthetics checks beyond the included amount are available at $0.005 per check.

Training and supports for New Relic:

1. New Relic University(NRU):

   • Self-Paced Courses: Users canaccess a varietyof self-paced coursescovering differentaspects of NewRelic, from basicintroductionsto advanced topics.

   • Instructor-LedClasses: Forthose who preferguided learning, NRU offers webinarsand instructor-led classes.

   • Certifications: Userscan earn resume-worthy certificationsby completingspecific coursesand learningpaths.

2. Documentation:

   • Comprehensive Guides: New Relic providesdetailed documentationfor all its products, which is usefulfor both beginnersand experiencedusers lookingto learn aboutnew features.

   • Best Practices: The documentationincludes bestpractices formonitoring softwareperformance andother key tasks.

3. Online TechnicalCommunity:

   • Explorers Hub: This communityforum allowsusers to askquestions, shareexperiences, andget answers fromboth New Relic support engineersand other experiencedusers.

   • Onboarding Videosand Tech Talks: These resourceshelp new usersget up to speedquickly withpractical insightsand tips.

4. Global TechnicalSupport:

   • Support Portal: Paid subscriberscan submit supporttickets and getassistance fromNew Relic's24x7 support team.

   • Premium Support: For largerorganizations, New Relic offerspremium supportoptions, includinga Customer SuccessManager and aKey Account Manager.

5. Expert Services:

   • Consulting: NewRelic's ExpertServices teamcan assist withmigration, installation, customized training, auditing, andmore.

Security measures which New Relic adheres to:

1. Data Privacy and Security by Design:

   • Privacy by Design: New Relic follows privacy by design principles, ensuring that privacy considerations are integrated into the development process.

   • Data Obfuscation: Sensitive data is obfuscated or removed before being sent to New Relic, preventing accidental leakage.

2. Data Transmission and Storage:

   • Encryption: Data is encrypted both in transit and at rest using industry-standard encryption methods.

   • Multi-Cloud Storage: Data is stored in secure, SOC2 certified data centers in the US and EU, using Amazon Web Services and Azure.

3. Access Controls:

   • Role-Based Access: Access to data is controlled through a role-based account structure, ensuring that only authorized users can access or modify data.

   • Authentication: New Relic uses industry-standard authentication methods, including SAML single sign-on (SSO) and multi-factor authentication (MFA).

4. Security Policies and Procedures:

   • Information Protection Program: This program includes administrative, technical, and physical safeguards designed to protect customer data.

   • Regular Audits: New Relic conducts periodic risk assessments, internal audits, and independent third-party audits to ensure the effectiveness of its security measures.

5. Incident Response and Disaster Recovery:

   • Security Incident Response Plan: New Relic has a plan in place to respond to data breaches, including notifying customers and cooperating with investigations.

   • Disaster Recovery: Annual tests are conducted to ensure that customer data can be restored in the event of an incident.

6. Compliance:

   • Certifications: New Relic complies with various industry standards and regulations, including GDPR, CCPA, HIPAA, and FedRAMP.

   • Data Retention and Deletion: Customers can manage data retention settings and request the deletion of personal data in compliance with applicable laws.

Updates methods for New Relic:

1. Release Frequency:

   • Browser Agent: New Relic frequentlyupdates its browseragent, with multiplereleases notedwithin a singlemonth. For example, versions v1.258.0, v1.258.1, and v1.258.2 were allreleased in earlyMay 2024.

   • General Agents: New Relic recommendsupdating agentsregularly tobenefit fromthe latest features, bug fixes, andsecurity patches. They suggestkeeping agentsupdated to aversion at most90 days old.

2. Management ofUpdates:

   • Staged Rollouts: New browseragent releasesare rolled outto customersin small stagesover a periodof time. Thismeans the datethe release becomesaccessible toa specific accountmay not matchthe originalpublish date.

   • End-of-Life (EOL) Policy: NewRelic has a clearEOL policy forits software. For example, browser agentversions aresupported forone year fromtheir releasedate. Users areencouraged toupgrade regularlyto avoid usingunsupported versions.

   • Notification ofChanges: NewRelic provideslead time notificationsfor EOL changes, categorizedby the impacton customers. For criticalchanges (Tier1), a minimumof 180 days' noticeis given.

Data ownership and portability policy of New Relic:

1. Data Ownership:

   • Customer Ownership: Customers retain all ownership rights in the data they provide to New Relic. New Relic is granted a limited right to use, copy, store, transmit, display, modify, and create derivative works of the customer data to the extent necessary to provide and improve the service.

   • Data Controller and Processor Roles: Customers are the data controllers of their data, while New Relic acts as the data processor. This means customers are responsible for managing data subject requests and ensuring compliance with data protection laws.

2. Data Portability:

   • Exporting Data: Customers can export their data stored in New Relic at any time during the subscription term in supported formats. This ensures that customers can retain a copy of their data and use it outside of New Relic's platform if needed.

   • Data Retention: New Relic retains customer data in accordance with the data retention policy applicable to the service. Customers can manage data retention settings to control how long their data is stored.

3. Security and Compliance:

   • Security Measures: New Relic uses industry-standard measures to protect customer data, including encryption and regular security audits. They also comply with various data protection regulations, such as GDPR and CCPA.

   • Privacy by Design: New Relic follows privacy by design principles, ensuring that privacy considerations are integrated into their data handling practices from the outset.

Scalability of New Relic:

1. Pay-As-You-Go Model:

   • Data Ingestion: NewRelic operateson a pay-as-you-go model, allowing customersto scale theirdata ingestionup or down withoutlong-term commitments. Customers payfor the actualdata ingested eachmonth.

   • Free Tier: Customersreceive 100GB offree data ingestionper month. Beyondthis, they arecharged $0.30 perGB for the originaldata plan or$0.50 per GBfor the DataPlus option.

2. User Licenses:

   • Flexible UserLicensing: Customerscan add or removeuser licensesas needed. Basicusers are free, while Core usersare $49 per userper month, andFull Platformusers are $99 peruser per month.

3. Auto-Scaling:

   • Infrastructure Monitoring: New Relic supportsauto-scaling forinfrastructurecomponents, suchas Amazon EC2 instances. Thisallows organizationsto efficientlymanage resourcesby scaling upduring peak demandand scaling downduring low usageperiods.

The terms and condition of New Relic:

Contract Renewal

1. Auto-Renewal:

   • Automatic Renewal: Each Subscription Term will automatically renew for successive periods equal in duration to the previous Subscription Term, unless either party gives notice of non-renewal at least 30 days before the current Subscription Term ends.

   • Fee Increases: The fees for any renewal term will be the same as during the prior term unless New Relic notifies the customer of a fee increase. Any such fee increase will not exceed 10% over the rates for the same service in the prior term, unless the previous pricing was promotional, discounted, or one-time.

2. Notification of Changes:

   • Material Changes: If New Relic makes material changes to the terms, they will notify customers through the Service, Site, blogs, forums, or other means. These changes will be effective immediately for new or renewal Subscription Terms and 30 days thereafter for existing customers, unless required by law or necessary for new features.

Contract Cancellation:

1. Notice Period:

   • Non-Renewal Notice: Customers can cancel their subscription by providing notice at least 30 days before the renewal date.

2. Termination for Breach:

   • Material Breach: Either party may terminate the agreement if the other party fails to cure a material breach within 30 days after written notice. If New Relic terminates the agreement for the customer's material breach, the customer must promptly pay any outstanding fees. If the customer terminates for New Relic's material breach, New Relic will refund any pre-paid, unused fees for the terminated portion of the Subscription Term.

3. Effect of Termination:

   • Access and Data: Upon termination, the customer's access to the service will cease, and New Relic will delete the customer's data. Confidential information may be retained in standard backups but will remain subject to confidentiality restrictions.

   • Wind-Down Period: Following termination, New Relic may allow a wind-down period of up to 90 days to enable deployed end users to continue using the services.

4. Dispute Resolution:

   • Disputed Charges: Customers must notify New Relic of any disputed charges within 10 business days of the invoice date. The dispute notice must provide reasonable detail about the disputed charges.

5. Technical Services:

   • Optional Services: Customers may engage New Relic for additional technical services, such as training and enablement. These services are optional and do not form part of the core service.

New Relic adheres to the following compliance standards:

1. FedRAMP Moderate: New Relic has achieved Federal Risk and Authorization Management Program (FedRAMP) Authority to Operate (ATO) with the U.S. Office of Management and Budget (OMB). This allows New Relic to operate as a Cloud Service Provider (CSP) for systems operating at the FIPS 199 “Moderate” security impact level.

2. AICPA SOC2 Type 2: New Relic undergoes the SOC2 Type 2 audit annually, having passed without exception since 2013. This audit verifies the security, availability, and confidentiality of New Relic's data center, agents, and internal security policies and processes.

3. ISO/IEC 27001:2013: New Relic conforms to the ISO/IEC 27001:2013 standard, which covers the management of information and business activities that support tools and applications. This certification ensures that office sites, development centers, support centers, and data centers are securely managed.

4. Cloud Security Alliance (CSA) STAR: New Relic has undergone CSA STAR self-assessment, documenting and publishing its security controls in the CSA STAR registry. This demonstrates adherence to key principles of cloud security, including transparency, rigorous auditing, and harmonization of standards.

5. GDPR and EU Compliance: New Relic ensures that customers who process personal data can do so in accordance with the General Data Protection Regulation (GDPR) and applicable data protection laws. New Relic self-certifies with both the EU-US and Swiss-US Privacy Shield frameworks.

6. Department of Homeland Security (DHS): New Relic’s Digital Intelligence Platform is on the Department of Homeland Security's Continuous Diagnostic and Mitigation's (CDM) Approved Product List.

7. HITRUST CSF Certified: New Relic has achieved HITRUST Common Security Framework (CSF) certified status, which is a comprehensive security framework used in the healthcare industry to safeguard sensitive information.

8. TISAX: New Relic has completed the Trusted Information Security Assessment Exchange (TISAX) at assessment level 2 (AL 2). TISAX standardizes information security requirements in the automotive industry.