🛟 Support
At NeoProtect, our goal is to give you the best possible experience by ensuring you have access to all the resources and assistance you need. We work diligently each day to enhance both our support system and infrastructure, aiming to deliver a fast, reliable, and comprehensive service.
Contacting Support
Help desk
Experience fast responses with our dedicated help desk to assist you with any questions you may have.
Prefer it the traditional way? Contact us at any time and we will get back to you as soon as possible.
Slack
Experience the best and fastest response times with an excellent dedicated Slack channel just for you.
Discord
Get support from our community.
To continuously enhance our customer support and assist you promptly with any questions or issues — including security incidents or other challenges — we offer various support plans. These plans include optimized response and resolution times designed to keep your infrastructure protected.
Our Service Level Agreements (SLAs) define the response times that begin once a request has been received.
Severity Explanation (P1 to P4)
P1 (Critical)
Issues causing a complete network outage or critical infrastructure being unreachable. Requires immediate action.
P2 (High)
Significant impact on operations but not fully disruptive. Examples: Partial service degradation or unavailable functionality.
P3 (Medium)
Non-urgent issues with lower impact, such as web bugs or latency issues.
P4 (Low)
Low impact, non-urgent issues such as general inquiries or minor bugs.
Comparison of Support Plans
| Plan | Cost | SLA | Schedule | On-Call Support | Support Channels | Account Manager |
|---|---|---|---|---|---|---|
| Standard | Free | ❌ | Limited | ❌ | Docs & Discord | ❌ |
| Premium | 30€ MRC¹ | 12h | Mon-Sat | ❌ | Help Desk (Ticket) | ❌ |
| Business | 150€ MRC¹ | 6h | Mon-Sun | ✅ (Emergency²) | Help Desk (Priority) | ❌ |
| Enterprise | 500€ MRC¹ | 1h | Mon-Sun | ✅ (24x7) | Slack | ✅ |
| Enterprise+ | Upon request | 30min | Mon-Sun | ✅ (24x7x365) | Slack | ✅ |
Support Plans
🧑🏻🍳 Let us cook...
Please note that these support plans are still under development and have not been implemented fully. This page offers a preliminary overview and may be subject to change at any time.
Standard (Free)
Provided on a best-effort basis
- Cost: Free
- Availability: Limited support (Mon-Fri)
- Response Times (SLA): No guaranteed response time (best effort)
- Support Channels: Documentation & Discord Community Forum
- On-call Support: No
- Account Manager: No
Premium
- Cost: 30€ MRC¹ (Neo Plan or above)
- Availability: Monday - Saturday
- Response Times (SLA):
- P1: 12 hours
- P2: 24 hours
- P3: 48 hours
- P4: 72 hours
- Support Channels: Help desk (Ticket)
- On-call Support: No
- Account Manager: No
Business
- Cost: 150€ MRC¹
- Availability: Monday - Sunday
- Response Times (SLA):
- P1: 6 hours
- P2: 12 hours
- P3: 24 hours
- P4: 48 hours
- Support Channels: Help desk (Priority Ticket)
- On-call Support: Yes (in emergencies²)
- Account Manager: No
Enterprise
- Cost: 500€ MRC¹
- Availability: Monday - Sunday
- Response Times (SLA):
- P1: 1 hour
- P2: 6 hours
- P3: 12 hours
- P4: 24 hours
- Support Channels: Slack
- On-call Support: Yes (24x7x365)
- Account Manager: Yes
Enterprise+
- Cost: Upon request
- Availability: Monday - Sunday
- Response Times (SLA):
- P1: 30 minutes
- P2: 2 hour
- P3: 2-4 hours
- P4: 12 hours
- Support Channels: Slack
- On-call Support: Yes (24x7x365)
- Account Manager: Yes, dedicated
¹ MRC
This refers to the monthly costs for the NeoProtect subscription, before VAT, which cover all service, network operation and support services.
² Emergency
An emergency refers to situations where your infrastructure or network is fully down or unreachable, causing major disruptions. Examples include:
- Complete network outages
- Critical services or servers unavailable
In those cases, On-Call Support is available for Business, Enterprise, and Enterprise+ plans.