# Support from the people who built neo, without a ticket queue

Reach product experts by form, email, phone or a shared Slack or Teams channel. We reply within one business day, usually the same day.

## 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](https://neopdm.com/en/contact).** 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](https://neopdm.com/en/how-it-works).** How neo handles files, changes and releases, step by step.
- **[Features](https://neopdm.com/en/features).** An overview of what neo does.
- **[FAQ](https://neopdm.com/en/qa).** Short answers on pricing, setup and implementation.

Not a customer yet? [Talk to us](https://neopdm.com/en/contact) about a demo or a pilot.