Support

Write to us

support@neonapps.co reaches a person, not a queue.

We are a small team in the pilot phase, which cuts both ways: there is no support portal and no ticket number, and there is also no first line to get past.

What to send

For anything that went wrong in a conversation, one thing matters more than the rest:

• The request id. On turn.start as request_id, on the response as X-Request-Id, and in every record your onLog sink receives. It resolves to a single turn on our side, and to one you can open yourself: paste it into the search on Conversations in the console.
• Your app slug, and whether the key was test or live.
• What you expected, and what happened instead.

For something that never got as far as a turn, send the failing code and your SDK version.

What we can see

Every conversation is recorded per app: what was asked, what was rendered, which actions were proposed, the parameters they carried and what your handler returned. You can read all of it yourself on the Conversations page, and so can we while we hold your data as your processor. Emails and phone numbers appear as typed placeholders rather than values.

Asking for more capacity

Limits are per app and shown on the app's Settings page. Email us to raise them, and tell us roughly what you expect: it is a change we make by hand today rather than a plan you upgrade in a form.

Reporting a security issue

Write to support@neonapps.co with "security" in the subject. Tell us what you found and how to reproduce it, and give us a chance to fix it before publishing. We will confirm we have it, and keep you posted until it is closed.

Status and incidents

There is no status page yet. If an incident affects your app we will email you, and we will say what happened rather than that we are experiencing elevated error rates.

What we do not offer yet

An uptime commitment, a SOC 2 report, and phone support. When any of those changes, this page changes with it.