neat.no

How to get help from Neat Technical Support

Last updated July 25, 2025

Contents

Introduction to Neat Technical Support

Our devices are shipped using fast and secure worldwide shipping and we are dedicated to providing a comprehensive Technical Support program to help our customers, partners and distributors obtain the right support for their devices.

Neat Technical Support is a dedicated team of experienced engineers who handle all post-sales technical issues for Neat.

Neat Technical Support guide for Limited warranty and Pulse

The full details of Neat technical support team can be found in the Neat Technical Support for Limited Warranty and Pulse guide.

24×5 global team

Neat technical support is available 24 hours a day, 5 days a week (Sunday, 9pm EST to Friday 5pm EST, excluding public holidays). For some countries, local language support will only be available in their specific localities and only during working days between 10am-4pm.

Support programs and eligibility criteria

Neat technical support provides both free and premium services for our customers.

The current Free offerings are:

  • Limited Warranty:
    • free and available to all during the 1st year of purchase*.
    • Offer includes level-1, best-effort technical support
    • All Neat devices also have 1-year warranty included (2 years in Australia)
  • Pulse Starter subscription:
    • Same as Limited warranty support
    • Additionally includes access to Pulse Management Platform starter/free level access

Important note: If our records indicate that the device purchase has exceeded its 1-year warranty period, we will request the customer to contact their Neat sales representative or partner to purchase Pulse premium support offerings before we can provide assistance.

The current Premium offerings are:

  • Pulse Plus:
    • Premium technical support
    • Duration 1/3/5 years (depending on purchase agreements with Neat)
    • Advanced features on Pulse Management Platform
  • Pulse Pro:
    • Premium technical support
    • Duration 1/3/5 years (depending on purchase agreements with Neat)
    • Advanced features on Pulse Management Platform
    • Extended Warranty for the device during the support

For more information, please see: Neat Pulse plans

How to raise a support ticket with Neat Technical Support

You can raise a ticket with Neat Technical Support team by following methods:

  • Neat Pulse: Using Neat Pulse: Click on your device -> Select the More icon -> ‘Open support ticket’ (this field will auto-fill some urgent information about your device)
  • Email: support@neat.no
  • Post-sales technical support contact form: https://neat.no/contact/?f=post-sales-technical-support

What information should you provide

  • Serial number of your Neat device(s) encountering the issue (to check Pulse subscription status of the device)
  • Pulse Plus/Pro subscription status (if known)
  • A clear and detailed description of the problem
  • Software versions running on Neat and any relevant applications (e.g. Zoom or Microsoft Teams)
  • Troubleshooting done so far: e.g. how to reproduce the issue and if any work-arounds are available
  • How many devices are affected and how often does the problem happen
  • Image or video showing the problem
  • Logs from Neat devices when the problem has occurred, noting down the time of the issue