Last updated June 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.
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 estimated and given a delivery window:
- Review and estimate within one day.
- Delivery windows scale with the size of the request.
- A feature occupies a line (and its delivery window starts) when a line is free; otherwise it is queued.
How many we build at once
The number of feature lines that run in parallel depends on your plan: Core runs 1, Growth runs 2, Scale runs 3, and Enterprise runs custom capacity set by your contract. Lines are independent, so a stalled review never blocks the rest of your roadmap.
Review & deployment
Every change is delivered to staging for your review. Nothing reaches production without your explicit approval.
Support
Support is available by email, with priority handling on higher tiers. Enterprise plans can include a dedicated channel and a regular cadence. Contact support@neonapps.co.