Service level availability commitments and Support
Updated : July 23, 2021
Service level availability commitment
If you subscribe to New Relic Full Stack Observability Pro or Enterprise Products, the service level availability commitments for Community Cloud for Pixie that are available to you are those set forth below.
For all other Community Cloud for Pixie users, New Relic will use commercially reasonable efforts to make Community Cloud for Pixie available in line with industry standards. Capitalized terms not defined below shall take on the meaning set forth in your Terms.
Community Cloud for Pixie Service Level Availability
For New Relic Full Stack Observability Pro or Enterprise Products, the Community Cloud for Pixie Service will be considered available so long as Customer is able to log in to its interface and view Customer Data ("Service Availability"). The applicable Service Availability will be calculated as a percentage of: (1) the total number of minutes in a month after (2) subtracting any periods of unavailability during such month from the total number of minutes in a month. New Relic will use commercially reasonable efforts to maintain Service Availability of at least 99.8% during any calendar month.
The service level within New Relic's control is the Service Availability, not, for example, the transmission of data over the public Internet. Service Availability calculations will exclude unavailability arising from any: (a) planned maintenance periods; (b) emergency maintenance that is necessary to prevent imminent harm to the Community Cloud for Pixie Service; (c) force majeure events; (d) Separate Platforms, Customer application, equipment, software or other technology, including Customer’s use of a release version of Vizier and the Pixie CLI that are older than the last major release, or Customer or its User's use of the Community Cloud for Pixie Service, in violation of the Terms or not in accordance with the Documentation; or (e) suspension, limitation, and/or termination of Customer’s access or use of the Service in accordance with this Agreement.
In the event New Relic fails to maintain the Service Availability of at least 99.8% during any calendar month, Customer may terminate the Community Cloud for Pixie. This describes Customer’s sole and exclusive remedy for failures of Service Availability.
Service Level Availability for previous months is available at https://status.pixielabs.ai/.
Scope of Support
If you subscribe to New Relic Full Stack Observability Pro or Enterprise products, New Relic will provide technical support for Community Cloud for Pixie in accordance with your agreement.
Unless explicitly agreed to by New Relic in writing, for all other Community Cloud for Pixie users, New Relic will use commercially reasonable efforts to respond to questions submitted through the New Relic Explorers Hub.