Last updated October 2026
Service Level Agreement
Initial build
Your initial version is delivered within 2 weeks. The countdown begins when you approve the plan, not at signup, and pauses whenever work is with you for review or approval. Days are calendar days, weekends included.
How time is measured
- While we are building, time counts.
- While work is with you for review or approval, time does not count.
- You can always see who holds each item and how much time remains.
Feature requests & delivery windows
Feature requests are unlimited; how many we build at the same time depends on your plan. Each request is sized and given a delivery window:
- We review and size each request within a day.
- Small changes ship in 1 to 2 days, medium ones in 3 to 4 days, large ones in 5 to 7 days.
- A request starts, and its delivery window begins, when one of your build slots is free; until then it waits in your queue.
How many we build at once
The number of features we build at the same time depends on your plan: Core builds 1, Growth 2, Scale 3, and Enterprise has capacity set by your contract. Each slot runs on its own. A build waiting on your review keeps its slot until you approve it or send notes, so the next request starts once you do.
Review & deployment
Every change first goes to a private preview link for you to try. Nothing reaches your live app until you approve it.
Support
Support is available by email at support@neonapps.co. Enterprise plans also include a Slack channel and a weekly meeting.