Support
Neon's Community, Standard, Priority, and Enterprise support plans are outlined below.
| Support channels | Community | Standard | Priority | Enterprise |
|---|---|---|---|---|
| Neon Discord Server | ✓ | ✓ | ✓ | ✓ |
| Support tickets | - | ✓ | ✓ | ✓ |
| Prioritized supported tickets | - | - | ✓ | ✓ |
| Video chat | - | - | ✓ | ✓ |
| Dedicated Customer Success Team | - | - | ✓ | |
| SLAs | - | - | ✓ |
Community support
Community support is provided through the Neon Discord Server, where you can ask questions or see what others are doing with Neon. You will find Neon users and members of the Neon team actively engaged in our Discord Server.
Standard support
Standard support includes access to the Neon Support team via support tickets.
You can open support tickets in the Neon Console. Look for the Support link in the sidebar. It opens the Create Support Ticket modal, where you can describe your issue. To access the modal directly, click here.
You can expect an initial response time of 2 business days, from 6am to 6pm Pacific Standard Time (UTC -8), Monday through Friday, excluding public holidays in the United States. For custom support solutions, please contact Sales.
Priority support
With priority support, your support tickets are given priority by the Neon Support team and you can request a video chat. Requests for video chat should be submitted via a support ticket.
Enterprise support
With Enterprise Support, you have everything offered with the Priority plan plus dedicated Customer Success Team support, and SLAs.
note
If you are a Launch, Scale, or Enterprise user and are unable to access the support ticket form in the Neon Console, you can use the following email address as a fallback: support@neon.tech
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