New Relic

Privacy Policy Overview

1. Data Collection and Use

New Relic may collect personal data both online and offline, directly from you, automatically, and from third parties.

Types of data include:

• Contact and account data: name, job title, company, address, phone number, email, username, password, GitHub ID.
• Financial data: billing details, credit-card and bank-account information.
• Event and visitor data: event registration details, office visit information, photographs, videos, and recordings.
• Device and usage data: IP and MAC addresses, device IDs, browser type, approximate location, pages viewed, links clicked, and email engagement.
• Third-party data: business-contact information, intent or behavioral data, software-environment details, and account information from resellers, data providers, cloud providers, GitHub, and other partners.

New Relic uses this information to:

• Provide, maintain, secure, analyze, and improve its websites, services, and platforms.
• Create and administer accounts, process orders, payments, and support requests.
• Communicate with users, including service messages, SMS, surveys, research, and marketing.
• Manage events, open-source projects, code check-ins, and pull requests.
• Comply with legal obligations and protect New Relic’s rights and systems.
• Conduct advertising and personalize marketing.

Risk: The policy permits collection from data aggregators and other third parties that may not have a direct relationship with you. It also allows broad use for marketing, analytics, business operations, and product improvement.

2. User Rights and Choices

All individuals may generally:

• Opt out of marketing emails and promotional SMS.
• Update or correct account information.
• Request deletion of account information, testimonials, blog content, game data, or forum data.
• Withdraw consent where processing relies on consent.

Service-related communications—such as transactional, security, onboarding, support, and legal notices—cannot generally be stopped by opting out of marketing. Marketing opt-outs may take up to three days, and New Relic may retain your email address to enforce suppression requests.

EEA/UK users additionally may have rights to:

• Access personal data.
• Object to processing based on legitimate interests.
• Restrict processing.
• Request data portability.
• Withdraw consent.
• Complain to a data-protection authority.

Deletion may be refused or delayed where retention is required by law, accounting obligations, litigation, or legal holds. California residents are directed to a separate California Privacy Notice, and Australian residents may complain to the OAIC.

New Relic honors Global Privacy Control signals but does not commit to honoring browser “Do Not Track” signals.

3. Third-Party Sharing

New Relic states that it does not generally sell personal data, but it may disclose it to:

• Cloud providers and other service providers.
• Event sponsors and hosts, if you elect to share information at an event.
• Resellers, referral partners, distributors, and other business partners, who may contact you for their own business purposes.
• New Relic subsidiaries and affiliates.
• Law enforcement, regulators, courts, and government authorities.
• Actual or potential buyers in a merger, acquisition, or business sale.
• Other parties where you consent or applicable law permits it.

Third-party websites, social-media tools, advertising networks, and the AI chatbot may independently collect information under their own privacy policies. Targeted advertising may use cookies and web beacons. Opting out of targeted advertising does not eliminate advertising altogether.

4. AI/ML Training

The policy does not state that personal data is used to train New Relic’s AI or machine-learning models. However:

• A third-party AI chatbot uses cookies and IP addresses and may monitor, record, or share chat sessions.
• New Relic may use a third-party AI transcription service for calls or research sessions with consent.
• Users may withdraw transcription consent and ask the meeting host to stop transcription.

Because the policy does not address model training, retention, or whether chatbot inputs are used for AI improvement, users should avoid entering confidential or sensitive information unless separate terms provide assurances.

5. Key User Obligations and Restrictions

• Keep usernames and passwords secure.
• Do not provide another person’s personal data unless you have authority and permission to do so.
• Use an alias rather than your real name in public forums or online games.
• Understand that event photos, recordings, forum posts, and chatbot sessions may become visible to third parties.
• Users under 18 should not use the sites; New Relic says it does not intentionally collect children’s data.

6. Liability and Disputes

The policy provides security measures but expressly acknowledges that breaches and security mistakes may still occur. It does not contain a detailed liability cap, warranty disclaimer, governing-law clause, or general dispute-resolution process; those terms may appear in the Terms of Service.

For unresolved EU-U.S., UK, or Swiss Data Privacy Framework complaints, New Relic refers matters to JAMS at no cost, with possible binding arbitration under the DPF framework. Users should first complain directly to New Relic.

7. Policy Changes

New Relic may change the notice. For substantial changes in how personal data is used, it says it will take appropriate steps to inform users, proportionate to the change. Users should check the “last updated” date. The policy does not promise a specific notice method, advance notice period, or individual email notification.

New Relic Terms of Service — User-Focused Overview

*This summary is based on the Terms of Service last updated November 8, 2022. It is not a substitute for the separate New Relic General Data Privacy Notice, which contains additional privacy details.*

1. Data Collection and Usage

Data New Relic may receive

• Account and login information: Usernames, email addresses, passwords, and other information needed to create and manage accounts.
• Customer Data: Broadly includes data, information, or content sent through New Relic software, customer websites and systems, or connected third-party services, and data queried through the account.
• Systems Operations Data: Utilization statistics and technical information about use, configuration, deployment, page loads, and service performance.
• Support and technical-services information: If New Relic provides support, training, or technical services, it may access relevant customer materials and systems.

Customers choose what data to send and where it is configured or integrated. Customer Data is hosted in the data region selected during account setup, subject to the Documentation.

How it is used

New Relic may use Customer Data under a broad, non-exclusive, worldwide license to:

• Provide, operate, manage, improve, and support the Service;
• Store, transmit, display, modify, and create derivative works—for example, dashboards, charts, and graphs;
• Exchange data with third-party services at the customer’s direction.

New Relic may use Systems Operations Data to operate, improve, instrument, benchmark, and support its services. It states that it will not disclose information derived from this data in a way that identifies the customer or an individual person.

Important restriction: Customers must not submit “Prohibited Data,” including sensitive health data, payment-card or bank information, account credentials, government identification numbers, certain legally protected data, precise geolocation, or similar regulated information. The Service also cannot be used for high-risk activities such as life support, emergency services, nuclear facilities, autonomous vehicles, or air-traffic control.

2. User Rights

• Ownership: Customers retain intellectual-property rights in their Customer Data. New Relic retains ownership of the Service, documentation, dashboards, templates, and related technology.
• Export: Customers may export Customer Data during the Subscription Term in supported formats.
• Deletion: After termination or expiration, New Relic will delete Customer Data upon request, although copies may remain in standard backups and remain subject to confidentiality obligations.
• Data controls: Customers can configure what data is sent, queried, integrated, and transmitted. Customers bear the risks of disabling privacy or security settings, such as encryption in transit.
• Privacy-law rights: The Terms do not expressly describe rights such as access, correction, restriction, portability, or objection. Those rights, if applicable, are addressed primarily in the separate General Data Privacy Notice and applicable law.

3. Third-Party Sharing

New Relic may share or provide access to data with:

• Hosting, data-center, support-ticketing, and other service providers;
• Employees, contractors, subcontractors, agents, and representatives with a legitimate need to know;
• Third-party services that the customer enables, with data exchanged on the customer’s behalf and instructions;
• Authorities where legally required.

New Relic is not responsible for the security, availability, functionality, or data practices of third-party services. Customers should review those providers’ terms and privacy policies separately.

4. AI/ML Training

The Terms do not expressly state that Customer Data is used to train artificial-intelligence or machine-learning models, nor do they expressly prohibit such use. The license permits use to “manage, improve, and provide” the Service, and New Relic may use aggregated or technical operations data for improvement and benchmarking.

Because the Terms are ambiguous on model training, customers concerned about confidential data should seek written clarification or review any applicable privacy notice, product-specific terms, or data-processing agreement.

5. Key Customer Obligations

Customers must:

• Use the Service only for internal business purposes and according to the Documentation, Order, Usage Plan, and Agreement;
• Protect login credentials and report compromises promptly;
• Ensure they have all rights, consents, and legal permissions to submit Customer Data;
• Maintain accurate data and configurations and promptly install released software updates;
• Pay fees, overages, taxes, and late charges; invoices must generally be disputed within 15 days;
• Comply with export controls, anti-corruption laws, and sanctions requirements.

Prohibited conduct includes reverse engineering, copying or modifying the Service, competitive use, unauthorized sublicensing or third-party access, publishing benchmarks, penetration or load testing, and using the Service to provide services to third parties.

6. Liability and Disputes

• Disclaimers: The Service is generally provided “as is.” New Relic does not guarantee uninterrupted, error-free service, data accuracy, or preservation of Customer Data.
• Liability cap: Each party’s aggregate liability is generally limited to fees paid or payable for the Service during the preceding 12 months.
• Excluded damages: Neither party is generally liable for lost data, lost profits, business interruption, security-measure failures, or indirect, incidental, punitive, or consequential damages.
• Exceptions: The cap does not apply to certain claims, including payment obligations, specified confidentiality or restriction breaches, legally non-limitable liability, and certain indemnification amounts.
• Indemnity: New Relic provides limited defense for qualifying intellectual-property claims. Customers must indemnify New Relic for claims arising from Customer Data, Customer Materials, legal violations, or breach.
• Forum and law: California law applies, with disputes handled in state or federal courts in San Francisco, California.

7. Changes and Renewal

New Relic may update the Agreement. Material changes may be announced through the Service, Site, blogs, forums, or formal notice, but customers are responsible for maintaining current contact information.

For existing subscriptions, changes generally take effect 30 days after notice, subject to exceptions for legal requirements and new products or features. Customers may object during that period and continue under the prior terms until the next renewal, but continued use after renewal constitutes acceptance. Subscriptions automatically renew unless notice of non-renewal is given at least 30 days before the term ends.