// support
Support that is honest about scope.
We aim to be responsive and clear. Here is what each plan includes, what it does not, and how to reach us.
Support by plan
Free
Best-effort support via email and the contact form.
Pro
Email support, with a response aimed within 2 business days.
MSP / Team
Email support answered before Free and Pro requests. No guaranteed response time.
Solo-operated. One developer in Japan builds and supports NeoShield alongside full-time employment. Replies are sent on Japanese business days. If the operator is unavailable, scans, monitoring and payments keep running, and replies resume on return. There is no SLA.
What support includes
- Account, billing, and access questions.
- Help using the tools and understanding their output.
- Bug reports and product feedback.
- Guidance on responsible, defensive use.
What support does not include
NeoShield support does not replace emergency incident response, legal advice, a certified audit, or managed SOC services. For a live incident, engage your incident-response provider or a qualified professional.
Security emergency guidance
- If you are in an active incident, prioritise containment: isolate affected systems, rotate credentials, and preserve logs.
- Engage your incident-response provider or a qualified professional — NeoShield is a toolkit, not an emergency response service.
- To report a vulnerability in NeoShield itself, see responsible disclosure.
Contact & response times
Email security@neoshieldsecurity.com or use the contact form. Free: best effort. Pro: aimed within 2 business days. MSP / Team: answered first. Response targets are goals, not guarantees, and there is no SLA.
Support FAQ
How do I contact support?
Email security@neoshieldsecurity.com — the same address handles support, security reports, billing, and privacy requests.
What are the response times?
Free: best effort. Pro: aimed within 2 business days. MSP / Team: answered before Free and Pro requests. None of these is a guarantee or an SLA.
Who answers support?
NeoShield is solo-operated: the developer who builds it answers every message, alongside full-time employment. There is no live chat, phone line or on-call rota.