Using the Neptune Software Support Platform
The Neptune Software Support Platform is the primary channel for engaging with our Support team and accessing helpful knowledge resources. It is designed to provide a focused and efficient support experience by connecting you directly with our technical experts and offering insights gathered from real customer interactions.
The Support Platform is your central hub for:
- Ticketing system
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Submit and track support tickets related to technical issues or product questions
- Solutions
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Access solutions from our knowledge base that capture proven resolutions and guidance, derived from previous support cases
Our goal is to ensure that every interaction adds value, not just to your organization, but to the broader Neptune customer community through shared knowledge.
Ticketing system
Our ticketing system allows you to:
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Log issues or questions directly with the Support team
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Provide detailed context, screenshots, and files
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Track your ticket status and receive timely updates via email or the Platform
Each request is handled by a Neptune expert, and resolutions often contribute to new knowledge base entries, so your experience helps shape the support ecosystem for others.
Solutions
Solution articles in the knowledge base are carefully curated from actual conversations and solutions provided by the Neptune Support team. They reflect real-world scenarios and are continuously updated to reflect new findings, platform changes, and recurring customer needs.
You can:
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Search by keyword or topic
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Explore common troubleshooting paths
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Find step-by-step solutions for frequently encountered issues
Access and availability
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The Support Platform is available 24/7 for submitting tickets and browsing Knowledge Base Articles.
The response will be according to the Support Level Agreement Basic Support (8/5) or Extended Support (24/7). -
Our global Support team is distributed across multiple regions and collaborates closely to assist all customers, regardless of time zone.
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To enable rapid and efficient support, we prefer to use a common language: English.
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Our Support team responds to tickets during standard business hours, based on your region and support agreement.
Access
Visit the landing page of the Neptune Support Platform.