Product Support

We're here to help

Support for Neuron Factory customers, evaluation partners, and their teams — from product questions to bug reports and outages.

Contact product support

For product questions, account and access help, bug reports, or anything else related to the Neuron Factory platform, email our team. Requests go directly to the people who build the product.
product@neuronfactory.ai

Our business hours are Monday–Friday, U.S. Pacific Time. We respond to every request as soon as we can and keep you updated until your issue is resolved.

Report a bug or outage

If something isn't working as expected, email product@neuronfactory.ai. To help us resolve it quickly, please include:
  • Your organization name and the affected user account(s)
  • A description of what you expected and what happened instead
  • Steps to reproduce the issue, with screenshots or recordings if available
  • When the issue started and whether it is ongoing
For a suspected outage or an issue blocking your team's work, add [Urgent] to the subject line so we can prioritize it.

Documentation & resources

Product documentation, user guides, and onboarding materials are provided to customers directly within the platform and during guided onboarding. Each customer team is supported by the Neuron Factory team throughout evaluation and rollout.
Release notes covering material product changes are shared with customers as part of our regular release process. If you can't find what you're looking for, email product@neuronfactory.ai and we'll point you to the right resource.

Frequently asked questions

How do I get access to Neuron Factory?

We currently work with a select group of customers and design partners. Request a demo and our team will follow up to discuss your use case.

Where do I find product documentation and user guides?

Documentation and user guides are available to customers within the platform and are provided during onboarding. Email product@neuronfactory.ai if you need help locating a specific resource.

How will I know when the product changes?

Material changes to the platform are communicated to customers through release notes as part of our regular release process, and your Neuron Factory contact will walk your team through significant updates.

How do I report a security issue or vulnerability?

Please report security issues to security@neuronfactory.ai rather than product support. See our Security page for details on our security practices and disclosure process.

Where can I review your security and compliance posture?

Our Trust Center provides an up-to-date view of our security and compliance program, including the status of our SOC 2 Type I attestation. Compliance documentation is available on request under NDA.

Related
Security at Neuron Factory
Our security practices and how to report a vulnerability
Trust Center
Live view of our compliance program
Get a Demo
See the platform with our team