> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoflo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Neoflo Support: Get Help With Your Account and Ops

> Find the right way to reach the Neoflo team — for urgent operational support, issue reporting, or questions about your account and configuration.

The Neoflo team is here whenever you need us — whether you're dealing with an urgent issue affecting live operations, have a question about your process configuration, or want to discuss expanding the scope of what we're running for you. This page explains the best way to reach us and what to include so we can help you quickly.

<Note>
  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.
</Note>

## Support Channels

<CardGroup cols={2}>
  <Card title="Email Support" icon="envelope" href="mailto:hello@neoflo.ai">
    Reach the Neoflo team at **[hello@neoflo.ai](mailto: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.
  </Card>

  <Card title="Book a Call" icon="calendar" href="https://meetings-na2.hubspot.com/aakriti-nirvan/welcome-to-neoflo">
    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.
  </Card>
</CardGroup>

### 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](mailto: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.

<Steps>
  <Step title="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.
  </Step>

  <Step title="Email hello@neoflo.ai with URGENT in the subject line">
    Send an email to [hello@neoflo.ai](mailto: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.
  </Step>

  <Step title="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.
  </Step>
</Steps>