Neutly support

Open a support request

Use our contact form for product questions, billing help, integration issues (including Zoom), or to report a defect. Include your practice name, the signed-in email on the account, and steps to reproduce when something is broken.

• Contact form: neutly.com/contact (choose “Mediator” or “Other” and describe the issue in the message field).
• For urgent matter-blocking issues during a live session, mark the subject line “Urgent, session today” in your message.

Support email

You can email us directly if you already have an account or are completing a third-party app review.

• Product and integration support: support@neutly.com
• Sales and walkthroughs: hello@neutly.com

Knowledge base and guides

Step-by-step guides for common setup tasks live on our marketing site. Integration-specific documentation is linked from each provider section below.

• All guides: neutly.com/guides
• Zoom integration (connect, use, disconnect): neutly.com/guides/connect-zoom-for-mediation-sessions
• Integrations overview: neutly.com/integrations
• Security and hosting: neutly.com/security
• Privacy: neutly.com/privacy

Phone and live chat

We do not operate a public phone support line or 24/7 live chat. Complex setup is handled through email and scheduled video walkthroughs (book via the contact page).

Support hours

Human support is monitored during Australian business hours, Monday to Friday, excluding Australian public holidays in New South Wales.

• Primary timezone: Australian Eastern Time (AEST / AEDT).
• Messages received outside business hours are queued for the next business day.

First response commitment

We aim to send an initial human response to support@neutly.com and contact-form submissions within one business day for standard severity issues.

• Severity 1 (production down or session blocked today): target first response within four business hours when received during support hours.
• We may ask for screenshots, approximate timestamps (practice timezone), and whether the issue affects all staff or one user.