How support works
At neo you talk to product experts, the people who built neo. There is no ticket queue and no handoff between a support desk and engineering. You describe the situation, and the person who answers can usually go straight to the fix.
Channels
- Contact form. The quickest way to reach us from the site.
- Email. Write to support@neopdm.com.
- Direct phone line. Every customer on a paid plan gets a phone number at onboarding, with the name of the person who answers.
- Dedicated Slack or Teams channel. For teams that prefer to work where they already are, set up within a week of go-live.
Response times
We reply within one business day, usually the same day. If you have a direct phone line, call us for anything that cannot wait for an email.
What we help with
- Configuration. Workspaces, projects, roles and permissions, nomenclature, part numbers and approval chains.
- Data migration. Imports from spreadsheets, legacy PDM or PLM systems, CAD files and quality records, structured to hold up as your catalog grows.
- neoDrive and CAD. Setting up neoDrive to sync files from your mechanical and electrical CAD systems into neo.
- Compliance workflows. Electronic signatures, audit trails, release dossiers and document templates for FDA 21 CFR Part 11, ISO 13485 and ISO 9001 style document control.
- Training. Onboarding for new users, sessions for administrators, and follow-ups as your team grows.
If you want neo to connect to ERP or quality systems, tell us about your setup and we will look at it with you.
Customer success
Every customer has a success manager who knows your setup and your goals. You get:
- Quarterly reviews of how your team uses neo and what is coming next.
- Early access to new features.
- A say in the roadmap: customer feedback shapes what we build.
Self-service
- How it works. How neo handles files, changes and releases, step by step.
- Features. An overview of what neo does.
- FAQ. Short answers on pricing, setup and implementation.
Not a customer yet? Talk to us about a demo or a pilot.