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Neat’s Technical Support Policy

Last updated on July 30, 2025

Neat Technical Support team are responsible for post-sales technical assistance for Neat devices. This article provides an overview of the process that the team follows.

For the full comprehensive guide, please see: Neat Technical Support for Limited Warranty and Pulse.

To learn how to access Neat Technical Support, please see the article: How to get help from Neat Technical Support.

Contents

Support for Software Releases

Neat will provide support for Neat devices running current released software version and the previous released software version.

  • By current released software*, we mean software available through both ‘stable’ and ‘preview’ channels. However, the ‘preview’ channel software should be used for testing purposes only; it is not for for wider production use.
  • By previous released software*, we mean the last ‘stable’ software release before the current ‘stable’ was promoted.

If you have opted out of ‘Automatic updates’, you will become responsible for manually upgrading your Neat devices software using either Neat Pulse management platform or your videoconferencing platform’s device manager (Zoom Room administrator portal or Microsoft Teams Admin Center). Please ensure you are running a supported software release and a supported combination of applications (Zoom or Microsoft Teams) for that release (as listed in Neat’s firmware release notes).

Important: To ensure you can always get support from Neat’s technical team, please keep your devices on supported software releases. If you encounter an issue with older software (outside our support policy), or with incompatible combinations, when you reach out to Neat technical support, they will ask you to upgrade first to a supported software release first.

For any questions or concerns, please reach out to the Neat Technical Support Team.

Support for Hardware Devices

Neat Technical Support will ONLY provide technical assistance on devices under warranty as long as the following conditions are met:

  • The customer is a Limited Warranty customer and the unit is within 1 year of purchase from Neat and our records show it is under warranty. This is usually a basic free and best-effort support from the Level 1 team.
  • The customer is a Pulse Pro or Plus (paid) customer and the unit is in support under such agreement and our records show the unit to be Pro or Plus. This is usually a premium service and the Technical Support team will engage as long as our records show it is under warranty.

For a comprehensive understanding of this process, please see the guide Neat Technical Support for Limited Warranty and Pulse.

Support for Third Party Software releases

3rd party application software is dependent upon the vendor’s software support policy, and Neat will not be responsible for maintaining support for 3rd party software after the EOS (End of Sale) date, including performing 3rd party software issue investigations. 

End of Life (EOL)/End of Sale (EOS) Policy

Neat’s End-of-Life (EOL) and End-of-Sale (EOS) Policy can be found here.

Important: For individual device-specific EOL/EOS notifications, Neat will publish and communicate special notices, specifying dates of end of support for those devices.