Support

Neon's Community, Standard, Priority, and Enterprise support plans are outlined below. Support plans are mapped to Neon's pricing plans. See Upgrading your support plan.

Community support

Neon's Free Tier includes 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

Neon's Launch plan includes 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

Neon's Scale plan includes 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

Neon's Enterprise plan includes Enterprise support.

With Enterprise support, you have everything offered with the Priority plan plus dedicated Customer Success Team support, and SLAs.

Upgrading your support plan

Neon's support plans are mapped to our pricing plans, as outlined in the following table. Upgrading your support plan requires upgrading your pricing plan.