// support
Support that's honest about scope.
We aim to be responsive and clear. Here's what each plan includes, what it doesn't, 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.
Team
Priority email support for your workspace.
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. Team: priority. Response targets are goals, not guarantees.
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. Team: priority email support.