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

# Support

> How to get help with Neo on every plan, and the paid support options available to Enterprise teams, including PDCare.

Every Neo plan includes standard support. Enterprise teams can add a paid support tier on top of it, and for teams rolling Neo out across the organization, we recommend **PDCare**.

## Getting help

Start with this documentation. Most questions about setup, tasks, integrations, and billing are answered here.

For anything else, email [support@projectdiscovery.io](mailto:support@projectdiscovery.io). Standard support is included on every plan, at no extra cost, and handled on a best-effort basis.

## Support tiers

Paid Support (Enterprise) and PDCare are **paid upgrades**, available on the [Enterprise plan](/concepts/plans#enterprise) only. Neither is included in any plan by default. Contact your account team to add one.

| | Standard | Paid Support (Enterprise) | PDCare |
| - | - | - | - |
| **Price** | Included | Paid upgrade | Paid upgrade |
| **Available on** | All plans | Enterprise | Enterprise |
| **Coverage** | Best effort | 9x5, local business hours | 9x5, plus 24x7 for critical incidents |
| **Channels** | Documentation and email | Email and support portal | Email, support portal, and a private Slack or Teams channel |
| **Technical contact** | | Technical Support Engineer | Named Customer Success Engineer |
| **Working sessions** | | | Monthly |
| **Rollout plan kept current** | | | ✓ |
| **Business review** | | Automated quarterly report | Live, quarterly |
| **Feature requests** | Tracked | Tracked against your account | Tracked against your account |

**Paid Support (Enterprise)** adds business-hours coverage, the support portal, and a Technical Support Engineer to work your issues with you.

**PDCare** is the premium tier. It adds a named engineer who knows your deployment, a private channel, regular working sessions, and around-the-clock cover for critical incidents.

## PDCare

<Tip>
  **Recommended for organization-wide rollouts.** If Neo is becoming part of how your security team works every day, PDCare gives you a named engineer who keeps that rollout moving.
</Tip>

PDCare pairs your team with a **named Customer Success Engineer (CSE)** who knows your deployment and is your direct line into ProjectDiscovery. It's priced as a share of your Enterprise subscription, so it scales with the deployment it covers. Your account team quotes it alongside your plan.

Your **named CSE** is assigned when PDCare starts and stays with your account. They learn your environment, your targets, and the workflows your team runs, so you don't re-explain your setup every time you open a conversation.

The **private channel** in Slack or Teams is where day-to-day work happens. It's asynchronous and uncapped, and when an issue needs product or engineering depth, your CSE brings the right ProjectDiscovery engineers into the channel with you.

**Monthly working sessions** with your CSE cover whatever is in front of you: tuning tasks, reviewing results, wiring Neo into new systems, or planning the next stage of rollout. Sessions don't roll over from one month to the next.

Your CSE keeps your **rollout plan** current and walks through it at each monthly session. The plan itself is written during onboarding, and PDCare keeps it moving afterwards.

Each quarter, a **live business review** covers your usage, findings, and what's coming on the roadmap.

### Critical incidents

PDCare covers **critical incidents 24x7**, including nights, weekends, and holidays. A critical incident is a complete loss of service, or a security-impacting defect with no workaround.

You make the call when you report it. If you tell us an incident is critical, we treat it as critical. Everything else is handled during your local business hours.

## Onboarding and training

Onboarding and training are purchased separately from support, and either can sit alongside any support tier.

| Option | What you get |
| - | - |
| **Quick Start** | Two hands-on days in your environment over 30 days, a kickoff and a close-out, and a written summary of what was built and what remains. |
| **Success Period** | Five hands-on days over 30 days, including connecting Neo to your SIEM, SOAR, and ticketing systems, working sessions as often as you need them, and a written rollout plan your CSE drives through to go-live. |
| **Training days** | Instructor-led sessions run against your own environment, targets, and workflows. Attendance is uncapped and the recordings are yours. |

Onboarding is for the few people standing Neo up. Training is for everyone who uses it afterwards. On-site delivery is scoped and quoted on its own.

## FAQs

<AccordionGroup>
  <Accordion title="What support do I get on Free or Pay As You Go?">
    Standard support: this documentation and email at [support@projectdiscovery.io](mailto:support@projectdiscovery.io), handled on a best-effort basis.
  </Accordion>

  <Accordion title="Can I add a paid support tier to Free or Pay As You Go?">
    No. Paid Support (Enterprise) and PDCare are available on Enterprise only. If you need either, talk to our team about [moving to Enterprise](https://projectdiscovery.io/request-demo).
  </Accordion>

  <Accordion title="Which paid tier should I choose?">
    Paid Support (Enterprise) suits teams that want business-hours help when something breaks. PDCare suits teams rolling Neo out more widely, who want a named engineer, regular working sessions, and 24x7 cover for critical incidents. Your account team can help you decide.
  </Accordion>

  <Accordion title="How is PDCare priced?">
    As a share of your Enterprise subscription, with a minimum annual fee. Your account team quotes it alongside your plan.
  </Accordion>

  <Accordion title="Does support include onboarding or training?">
    No. Every support tier is ongoing support. Onboarding (Quick Start or Success Period) and training days are purchased separately and work with any tier.
  </Accordion>

  <Accordion title="Who responds to a PDCare critical incident outside business hours?">
    Critical incidents are covered around the clock. Outside your CSE's working hours, an on-call ProjectDiscovery engineer picks it up, and your CSE takes it back when their day starts.
  </Accordion>

  <Accordion title="Do unused PDCare working sessions carry over?">
    No. Working sessions are monthly and don't roll over. The private channel is uncapped, so anything that comes up between sessions goes there.
  </Accordion>
</AccordionGroup>


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