If you’re within the first two weeks after your go-live date, you have direct access to the Neoflo launch team for rapid support. Your onboarding contact will have shared their direct details — use them freely during this hypercare period.
Support Channels
Email Support
Reach the Neoflo team at hello@neoflo.ai for non-urgent questions, configuration requests, reporting queries, and general account inquiries. Include your company name and a clear description of your question to get the fastest response.
Book a Call
Schedule time with the Neoflo team directly. Ideal for new customers exploring Neoflo, existing customers considering expanding to new process areas, or anyone who’d rather talk through a question than type it out.
Account Manager
Your account manager is your primary point of contact for everything ongoing — operational questions, SLA reviews, performance discussions, and expansion planning. If you’re unsure who your account manager is, email hello@neoflo.ai and the team will connect you.Response Times
The following response time guidelines apply to all support requests. These are general targets — your account manager may have agreed specific response commitments with you as part of your SLA.| Request Type | Target Response Time |
|---|---|
| Urgent operational issue | Same business day |
| Standard query or question | Within 1 business day |
| Configuration change request | Within 1–2 business days |
What to Include When You Reach Out
Providing the right information upfront means the team can start investigating immediately rather than coming back to you with follow-up questions. When you contact support, include:- Your company name and account details — so we can pull up your configuration and history straight away.
- The process affected — specify whether the issue relates to Procure-to-Pay, Record-to-Report, Order-to-Cash, or Customer Support Operations.
- A description of the issue — explain what you expected to happen and what actually happened, with relevant transaction IDs or document references where available.
- Urgency level — let us know whether this is urgent (affecting live operations or blocking a deadline) or standard (a question or non-blocking issue).
How to Escalate an Urgent Issue
If you have an issue that’s affecting live operations or a time-sensitive deadline, follow these steps to get it in front of the right person as quickly as possible.Contact your account manager directly
Your account manager is your fastest route to a resolution. Reach out via phone or direct message using the contact details provided during onboarding. If you can’t reach them immediately, move to the next step in parallel.
Email hello@neoflo.ai with URGENT in the subject line
Send an email to hello@neoflo.ai with the word URGENT at the start of the subject line. This flags the message for immediate triage by the support team, independent of your account manager’s availability.
Provide transaction details and impact description
In your message, include the affected transaction IDs or document references, the process impacted, what’s gone wrong, and the business impact (for example: “payment run scheduled for 5pm today is blocked”). The more context you give, the faster the team can act.