Network and firewall requirements for Neat devices can be found here: https://support.neat.no/article/network-and-firewall-requirements-for-neat/

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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

Please make sure you include the serial number of your device, description of the problem, any troubleshooting you have undertaken and logs from your device.

For the full article, please see the How to Get Help from Neat Technical Support

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More information about gathering logs from your Neat device can be found in the following support article: How to Download logs

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If you need to replace a device, avoid simply powering down the defective device as this could cause future sign-in issues. To replace a device, firstly:

• Sign out of the device or remove it from Neat Pulse.
  • If the defective device is “dead”, then perform a factory reset by pressing and holding down the reset button for 10 seconds then remove it from Neat Pulse.
  • If these are Microsoft Teams devices, then we recommend clearing/deleting old sign-in instances before trying to sign back in with the new devices.
• Once you have signed out / removed the defective device from Pulse you can power it down.
• Replace the defective device following the steps in the appropriate How to set up article.

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Neat devices are sold with a 1-year warranty included. For additional support, please contact your reseller to find out more about our Pulse plans.
A brief overview of Pulse plans can be found here: https://neat.no/pulse/#plans

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View our complete warranty statements here:

• Neat warranty statement
• Neat Pulse warranty statement 

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For Neat’s technical support policy, please see here for details: Neat’s Technical Support Policy.

For Neat’s policy for technical support for Limited Warranty and Pulse, please see here for details: Neat Technical Support for Limited Warranty and Pulse.

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