Support
A person reads it.
Mail goes to the small team that writes the product. There is no first-line tier whose job is to deflect you into a help article, because there is nobody to be first-line. There is also no overnight desk, and the rest of this page is about what that costs you.
support@neos.networkWhat you get
- A reply from someone who can change the product.
- No bot tier, no deflection flow, no ticket you have to escalate.
- The same handling whatever you pay, including nothing.
- A bug that breaks bookings jumps the queue.
What you do not
- A published response-time SLA. We have not measured one.
- Anyone awake at 3am. There is no rotation.
- Phone support, or a named account manager.
- Redundancy — a bus factor of one is a real risk.
Why there is no number on this page.
Every instinct in marketing says to write “we reply within four hours” here. We have not measured our reply times, so any number would be one we liked the sound of — and a stated SLA that gets missed is worse than no SLA, because it converts a small disappointment into a broken promise. A small team is also far likelier to miss one than a staffed desk is.
So: messages are read every working day, most get a reply the same day, and anything breaking live bookings comes first. If that is too vague to buy on, weigh it against us honestly — that is what it is there for.
Covenant §1 — The conversation is answered.
When you speak to Neos, something that can change the product hears you. Every feature we ship credits the conversation it came from. There is no tier of customer whose voice we do not take.
Where that credit gets written down →The questions worth asking any vendor.
The people who build the product. There is no first-line tier whose job is to deflect you into a help article before a human sees the message, because there is nobody to be first-line — the team is small enough that the person who reads your bug report is usually the person who would fix it.
We are not going to publish a number we have not measured. A stated SLA we miss is worse than no SLA, and it is the exact category of promise this page exists to be sceptical about. What we can tell you honestly is the shape: messages are read every working day, most get a reply the same day, and something that is breaking bookings jumps ahead of everything else. If that is too vague for a purchasing decision, that is a fair reason to weigh it against us.
Nothing happens until someone wakes up. There is no overnight rotation and no follow-the-sun desk. If your operation genuinely needs a human at any hour, we are the wrong supplier and a larger vendor with a staffed desk is the right one — that is a real thing to buy and we do not sell it.
Yes, and it is the honest counterweight to everything else on this page. A staffed desk survives illness, holidays and someone leaving; a bus factor of one does not. What we trade for that is that nothing sits between you and someone who can change the product. Both halves are true, and which matters more depends on what you are buying it for.
No. There is no support tier, no priority queue you can buy, and no difference in how a message is handled based on what you pay. That is partly principle and partly scale: a queue small enough for one person to read does not need to be sorted by revenue.
Say so publicly. The covenant is public and versioned, and §8 commits us to admitting it out loud when we break a clause — which is the enforcement mechanism, because we do not have a regulator and you should not have to rely on our goodwill.
Most answers are already written: help centre · status · who we are