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Neo Agent uses credits to bill for automation work. Each plan includes a monthly bucket of credits. When automations run, they spend credits from that bucket.

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Plans

Pilot

$500 / mo2,500 credits — around 750 tickets automated. No dedicated Microsoft Teams support channel.

Starter

$1,300 / mo10,000 credits — around 3,000 tickets automated.

Growth

$2,340 / mo20,000 credits — around 6,000 tickets automated.

Custom

Talk to salesUnlimited automation, enterprise PSA support, custom integrations.
All plans include reactive and proactive agents, every PSA integration, and full onboarding support. Plans from Starter up also include a dedicated Microsoft Teams support channel with the Neo team — Pilot uses email support instead.

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How credits are spent

Workflows (smart actions such as triage or dispatch) bill 1 credit per ticket they work. That is the simple rule for most automations. Agents bill in two different ways. The same tool list can look cheap on a ticket-triggered agent and expensive on a scheduled or chat agent: Tiers: Basic = 1, Standard = 2, Advanced = 3. On a triggered agent, PSA, RMM, Microsoft 365, documentation and vendor APIs are Standard when every enabled permission is Read Only, and Advanced when any permission is Read / Write. On a scheduled or chat agent each of their calls prices by what it did. PowerShell and External API Request are always Advanced. The full list — every customer-facing tool, what’s Free, and what “Free” in Built-in Capabilities actually means — is on Tool credit costs. A tool you can’t switch off never sets a triggered agent’s per-run price. On a scheduled or chat agent, that same tool still bills when it is called. You can see exact usage anytime under Billing, or break it down per workflow, agent, tool, and chat on the Performance & Cost page.

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Ticket Dispatch

Dispatch bills per ticket it works on, so re-running it over a backlog doesn’t charge you repeatedly for tickets it leaves alone:
  • A technician is assigned — 1 credit.
  • The ticket already had an owner and Skip if already assigned is on — free. Dispatch checks ownership before it does any work, so a scheduled re-dispatch over an already-handled backlog costs nothing.
  • Dispatch couldn’t complete for a ticket — for example it kept hitting calendar-slot conflicts and ran out of retries without placing it — free. The run output lists the ticket and the reason.
  • Someone claimed the ticket while Neo was deciding — 1 credit. Dispatch had already done the work by then; it discards the result rather than overwriting the human’s assignment.
With Human in the loop on, you pay per outcome, not per approval round: the run that proposes an assignment or asks a question — the full decision work happens there — bills its normal 1 credit. Everything after is free: runs that pass a ticket still waiting on an answer, applying an approval, and the re-decision that follows a note or a picked option. A dispatched ticket costs 1 credit whether a human was in the loop or not.

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Scheduled agents and chat agents

A scheduled agent with no ticket bills the same way as an internal chat agent: per tool call, at each call’s price. Test mode blocks writes; it does not stop those calls billing. The per-tool table is on Tool credit costs. Chat agents are also billed by who they serve:
  • Internal chat agents — your technicians chatting with Neo in the dashboard or Teams — spend credits per tool call. A turn with no billable tool costs nothing.
  • The branded end-user Teams bot — the white-label bot your clients’ employees use — is not billed in credits. It’s priced per client company, from $9/month, and a client nobody used it in that month is free. See Chat sessions & billing.

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What your credits cost

Wherever the dashboard shows credits, it also shows what they cost you in your billing currency: 1,234 credits ≈ $160. You see it on the agents list, Performance & Cost, Executions and each run, the Billing page, and chat History. Hover over the figure for the price per credit and where it comes from. The price per credit is what you pay, divided by the credits it buys:
  • Plan and top-up packs: your monthly plan charge plus the top-up packs you hold, after any discount, over the credits they include. A Growth plan at $2,340 for 20,000 credits is $0.117 a credit.
  • Free credits do not lower the price. Bonus, referral, reserve and trial credits cost nothing, so they count on neither side. Every credit you use is priced at the paid rate, including one that came from a free balance, so the figure is an estimate and never an invoice line.
  • Custom plans use the price per credit in your agreement. Pax8 partners see Pax8’s list price for their tier, in US dollars. A plan whose price no billing system holds shows credits only until the Neo team enters the agreed rate.
  • Trials show credits only, because nothing is paid yet.
The price is the one in force today, so a past month is priced at today’s rate. It refreshes once a day, and at once after you change your plan or packs. Exports carry it too: the executions CSV and Export credits per ticket have an Estimated Cost column.

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Credits per ticket

To see what each ticket cost over a period, for example to work out your cost per client company, click Export credits per ticket on Activity → Agent & Workflow Executions for a CSV file. Or ask the Neo Support Agent: “Show credits per ticket for the last 30 days.” It reads GET /public-api/billing/usage-by-ticket, which you can also call yourself with an API key.
  • One row per ticket: its ID, its number, its client company (ID and name in your PSA), the runs that billed credits, and the credits with what they cost you, highest first.
  • The company is the ticket’s company in your PSA when Neo last synced the ticket, so a ticket moved to another company shows the new one.
  • An agent that runs on something other than tickets, such as time entries, bills per item: its rows show that item and its type, with no company.
  • A credit counts in the period it was billed in, as on your invoice.
  • Scheduled agents with no ticket, bulk runs and Chat Agents share one row with no ticket.
  • The total covers the whole period for the agents you can see, also when the answer lists only the highest tickets.
  • A period can be up to 93 days. Ask for a longer range one quarter at a time.

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Unusual agent usage

Neo watches each agent’s credit spend through the day and emails you when one of them uses far more than it normally does. The email names the agent, what it has spent so far today, and how that compares with its own average day, and links straight to the runs behind it. An agent you have since deleted is still named and still reported, without that link. A notice raised by the default detection also gives the share of your monthly credits that today’s spend has used. A notice raised by a daily credit budget you set does not, because you chose the number it passed; it says so instead of calling the day unusual. The usual cause is a change to that agent. An agent that cannot finish its work will often repeat it, and a repeat every ten minutes adds up long before your monthly warning arrives. By default you are told when a single agent uses more than 8 times its average day (the average of its last 7 days with credits in the last 30 days) and at least 5% of your monthly credits in one UTC day. An agent with fewer than 3 days with credits in the last 30 days gets no default alert yet. Neo checks every 10 minutes, so the email arrives the same day, within about 10 minutes of the agent crossing that line. A crossing in the last minutes before 00:00 UTC is not reported for that day, because the next check starts a new day; an agent that keeps spending is reported on the new day. Each agent tells you at most once per UTC day. Agents that cross in the same check share one email; an agent that crosses later that day gets an email of its own. This default check covers every agent that has no daily credit alert of its own.
The notice goes to your account owners and admins. Manage it under Settings → Alerts → Default alert for agents without a rule. Under Email the alert to you can add more addresses in the email field under the Account owners and admins toggle, such as a shared mailbox or a Teams channel, and turn that toggle off to send the notice to those addresses only. You can also set a daily credit budget per agent, which replaces the default and tells you when any agent goes past that many credits in a UTC day, or switch the notice off. The notice needs Account owners and admins turned on, or at least one address in the email field. The default alert never turns an agent off. When no email gets through, Neo puts the notice in your Neo inbox instead.
These emails are a warning, never a charge. The credits were already spent when the email arrives, which is why it is worth opening the agent it names.

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A daily credit alert for one agent

Some agents use far more credits than others by design, so one threshold cannot suit them all. A daily credit alert gives one agent a cap of its own, and emails you on the same day that the agent goes over it, while there is still time to stop the spend. Rules live in Settings → Alerts, under Per-agent credit alerts. Select Add alert, choose the agent, and set the rule. Select an agent’s name in the list to edit its rule. From the same list you can switch a rule on or off with its On switch, or remove it, and each of those changes saves at once. A rule you switch off is paused: it keeps its settings, and the default check covers the agent until you switch it back on. Chat agents do not have this setting. You can also set the alert where you build the agent: switch on Daily Credit Alert on the Overview tab of the agent builder, or on the Review & Launch step of the workflow builder. It is off for a new agent or workflow. When you switch it on, it starts at 300% above the average, emails your account owners and admins, and leaves the agent running. Neo saves it when you save the agent; for a new agent, once the agent is created. How the cap is set. You choose how far above the agent’s average day it may go, as a percentage. Neo takes the agent’s last 7 days with credits within the last 30 days, and averages them. Days with no credits are skipped, so a week the agent was off does not lower its average. The cap is the average plus your percentage: 30% above an average of 100 credits is a cap of 130. The cap is never below 50 credits a day, so a quiet agent does not alert on a day too small to matter: 300% above an average of 10 credits would be 40, and the cap is 50. You cannot change this minimum. An agent needs at least 3 days with credits in the last 30 days for an average. Until it has them, the rule has no cap and does not alert, and the list shows Not enough history yet. With 3 to 6 such days, the average covers the days there are. Before you save, the form shows what the rule would do for this agent, and on how many of the last 30 days it would have alerted. Each of those days is judged against the cap the rule would have given on that day. For example: Average: 62 credits a day (last 7 days with credits). Alerts above 81. It would have alerted on 2 of the last 30 days. When it would have alerted, Show chart draws those 30 days against the cap. Neo works the cap out again every night, and each time you save the rule. When it alerts. The day is the UTC day, from 00:00 to 24:00 UTC, whatever your time zone. Every 10 minutes, Neo compares the agent’s credits since 00:00 UTC with its cap. As with the default check, a crossing in the last minutes before 00:00 UTC is caught on the new day only if the agent keeps spending. When the agent goes over, Neo emails your account owners and admins while Account owners and admins is turned on, and also every address in the email field under that toggle. A new rule starts with Account owners and admins turned on. Add more addresses one at a time in the email field; a shared mailbox or a Teams channel address works. A rule needs Account owners and admins turned on, or at least one address in the email field. When no email gets through, Neo puts the notice in your Neo inbox instead. Turning the agent off. Switch on Turn the agent off at the cap to also disable the agent when it goes over. The email says that Neo turned it off. If Neo cannot turn it off, the email says so, and asks you to turn it off yourself.
While the agent is off, it does not process new tickets. Turning it back on does not process the tickets it missed.
When you turn the agent back on, its count for the rest of the UTC day starts again from the moment Neo turned it off: only the credits it uses after that count toward today’s cap. If it goes over the cap a second time, Neo emails you again and turns it off again. At 00:00 UTC a new day starts, with a newly computed cap. Without this setting, a rule emails at most once per UTC day. How it works with the default check. An agent with an enabled rule is checked against its rule only: the default check and the account-wide daily credit budget per agent skip it. An agent with no rule, or with its rule switched off, stays on the default check. Delete the rule or switch it off to go back to the default. You can also read and set these rules through the public API, or ask the Neo Support Agent to set one for you.

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When you hit your monthly limit

By default, automations pause until your credits reset on the 1st of the next month. You won’t be charged extra and no automation runs are lost — they resume the moment your credits reset. When this happens, the dashboard shows a banner explaining the pause, with a link to top up. You’ll usually see it coming: when your current usage pace would use up your monthly credits, the dashboard warns you before you hit the limit — and as you get close it shows the date you’re on track to run out (e.g. “Credits run out around Jul 14”). See Will I be notified before I run out? below. If you’d rather keep automations running, turn on auto top-up.

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Auto top-up

Auto top-up is off by default. Turn it on in your dashboard under Billing → When you reach your limit → Top up automatically.Turning it back off stops us adding new packs. It does not remove the packs you already have — those keep billing monthly until you remove or reduce them.
When auto top-up is on and you exhaust your monthly credits, we keep your automations running by adding credits — and, if you’re on Pilot or Starter, we move you to the next plan up only at the point where that’s genuinely cheaper for you:
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If you're on Pilot or Starter

We add your selected top-up pack — 1,000 credits for $250/month or 5,000 credits for $750/month — to your subscription. Run out again and we add another.We keep topping you up until your plan plus the packs you’ve added would cost about the same as the next plan up (Pilot → Starter, Starter → Growth). At that point the bigger plan is the better deal — a larger base credit allotment for roughly the same monthly spend — so we move you up instead and remove the top-up packs in the same change, so you never pay for both.When does the switch happen? Each top-up adds its own monthly price, so the pack you pick decides when you cross over:For example, on Starter with the 1,000-credit pack your first four run-outs each add a pack (taking you to $2,300/mo for 14,000 credits); the fifth would push your Starter + packs past Growth’s $2,340, so we move you to Growth — 20,000 credits — instead. We never switch you on your first top-up, only once the maths works in your favour.
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If you're on Growth or higher

We add your selected top-up pack (1,000 credits for $250/month or 5,000 for $750/month) to your subscription. The first charge is prorated for the remainder of your current billing period; from the next cycle the pack bills at full price with your plan, until you remove it.Hit the limit again? We add another pack. There’s no upper limit — your subscription grows with your usage.

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Removing or reducing your top-up packs

Top-up packs are reversible, and you change them yourself. Go to Billing → When you reach your limit and choose Manage top-up packs. You need the Admin or Owner role. Set how many of each pack you want to keep — drop one, drop several, or remove them all. As you change the numbers, the dashboard shows what you will pay each month, the extra credits you keep, and the credit limit you are left with.
Changes take effect straight away, so your credit limit drops at once. If you have already used more credits this month than your new limit allows, your workflows and agents pause until your credits reset on the 1st. The dashboard warns you about this before you confirm.
Two more things happen when you reduce your packs:
  • We credit you back for the unused part of the current billing period. The credit comes off your next invoice. It is not a refund to your card.
  • If you remove every pack, auto top-up switches off, so we do not buy them again the next time you reach your limit. Keep at least one pack and your auto top-up setting is left alone.
This screen only ever reduces your packs. To add more, turn on auto top-up and we add a pack when you reach your limit — or move up a plan, which is cheaper once your packs cost about as much as the next plan.
You stay in full control. Neo Agent never charges you beyond what your plan and active top-up packs add up to.

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When does the top-up actually happen?

Credit usage is checked once an hour. So if you blow through your monthly credits at, say, 14:23, the top-up applies sometime between 14:30 and 15:30. In that small window, automations might briefly pause. They resume as soon as the top-up lands.

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FAQ

Recurring. Top-up packs are subscription items — they add to your monthly Stripe invoice until you remove them. This means you don’t have to keep re-enabling auto top-up every month.
Nothing changes at first. Neo keeps running throughout, and Stripe retries automatically nine times over about two weeks.We email you on each failed attempt, to the billing address on your invoice and to every owner and admin on the account. That needs two things: a payment link on the invoice, and at least one of those addresses. Keep one current — it is how we reach you about billing.If all nine fail, the subscription ends and we pause the account — see My subscription ended below. Paying any of the emailed links before then clears the invoice and nothing is interrupted.
Some banks require an extra confirmation step (3D Secure) before we can collect the charge. Your credits are added immediately either way — we email you a secure Stripe payment link so you can confirm whenever suits. If the payment can’t be collected, our team will reach out before anything changes on your account.
Add the pack via auto top-up, then remove it yourself in Billing → When you reach your limit → Manage top-up packs when you no longer need it. Turning the auto top-up toggle off is not enough on its own — that only stops us adding more packs, and the packs you already have keep billing every month until you remove them.
Yes — by email and in the dashboard. Who we email widens as the month gets tighter, so the warning always reaches the people it needs:No opt-in setting holds these emails back, because reaching your credit limit pauses ticket processing. Chat-only members are never emailed.In the dashboard, a banner escalates as you get closer, so you’re covered even if you miss the emails:
  • On pace to run out — if your usage this month is trending over your monthly credits, a heads-up appears from the 3rd of the month. The forecast adds your usage so far to your usual usage for each remaining day, based on your last four weeks, so quiet weekends don’t make it swing.
  • Running out soon — within about 5 days of when we project you’ll hit your limit, the banner shows the expected date (e.g. “Credits run out around Jul 14”).
  • Paused — if you use everything, a clear notice with a link to top up.
If you have auto top-up on, these read as “auto top-ups will begin” rather than pausing. When auto top-up adds enough credits to keep your automations running, you get an email about the new pack or plan instead of the Limit reached email. There’s also a neutral heads-up in the last few days before your monthly credits reset.
No. Your monthly credit allowance resets on the 1st of each month — unused credits don’t carry over. (This is separate from your billing date, which is when your subscription renews.) We size plans generously so most MSPs don’t hit the limit — if you’re consistently running low, Growth or Custom is usually a better fit than stacking top-up packs.
Neo pauses the account. Ticket processing stops, and we switch off the callbacks your PSA was sending us, so nothing runs and the plan stops billing.Add-ons are separate subscriptions and do not stop with the plan. If you have the Phone Agent add-on, it keeps billing until it is cancelled. A paused account cannot reach the Billing page, so email support@neoagent.io and we will cancel it for you.Your data is kept for a while, then deleted. Nothing is deleted the day the account pauses. After that:
  • 60 days after the pause, we delete your content: synced tickets and documentation, run history, chat, approvals, notifications, files, call transcripts and recordings, and the PSA and device data we copied.
  • 90 days after the pause, we delete your setup: agents, workflows, dashboards, skills, memories, technicians, channels, dashboard users, API keys, integration settings, your end-client company list and its links, and the credentials you connected. Your account record keeps your plan, billing history and a few setup details, such as which PSA you used, with no credentials and no contact details.
Restart before those dates to keep everything. Your billing records stay, so past invoices and credit usage are still right.To restart, sign in at dashboard.neoagent.io and pick a plan. Signing in still works while the account is paused — you land on the plan picker instead of the dashboard — until your setup is deleted at 90 days. After that, email support@neoagent.io to restart. Choosing a plan switches everything back on with your configuration in place, and re-enables the PSA callbacks for you. If you restart after 60 days, Neo syncs your recent tickets and your documentation again on its own; run history and chat do not come back.Paying an old invoice from an email does not restart the account on its own — it settles that invoice, and the subscription behind it has already ended. Start a plan from the dashboard.If you have the Phone Agent add-on, your phone numbers stop taking calls when the account pauses. We hold the same numbers for 14 days: restart inside that window and they come back by themselves, with nothing to set up. After 14 days the carrier takes them back and they cannot be recovered — so if you are close to that, email support@neoagent.io rather than waiting.
Yes. To move up one plan (Pilot → Starter, or Starter → Growth), open Billing and, under When you reach your limit, click Upgrade to Starter or Upgrade to Growth. Before you confirm, you see the new plan’s monthly price and Stripe’s preview of today’s charge; Stripe sets the final amount when you confirm. Any top-up packs you hold end with the upgrade, because the bigger plan’s allowance replaces them. Only owners and admins can upgrade.If you are on legacy pricing (an older price we no longer sell), Billing shows it next to your plan, for example “10,000 credits a month for $999, legacy pricing”. You can upgrade the same way, and the upgrade ends your legacy price. Auto top-up never moves you off legacy pricing; only you can, from Billing. If your subscription has more than one plan item, bills yearly, or has a usage-based or tiered price, contact us to change it.To move down a plan, or to a Custom plan, contact your account manager or sales.
Buying through Pax8 sets your order up, but it does not create your Neo account. We email an activation link to the admin address Pax8 collected at checkout, and opening it starts setup.See Buying Neo through Pax8 for the whole flow, including what to do if the email never arrives.
A plan change bills the plan you finish the month on, for the whole month — so an upgrade removes the old plan and its overage, and a downgrade can raise this month’s invoice.The rules, and what to check before you downgrade, are in Buying Neo through Pax8.
You can pay by card in any supported currency (USD, EUR, GBP). At checkout you’ll also see bank Direct Debit options where available: SEPA Direct Debit for EUR and ACH for USD appear automatically. For GBP Bacs Direct Debit, tick Pay by Direct Debit on the pricing page before you subscribe — this sets your billing up for Bacs. Whichever method you choose, credits, top-ups, and renewals all work the same way afterwards.
Yes. One billing entity (with a single payment method or Direct Debit mandate) can pay for multiple Neo accounts — for example a group that runs several PSAs, or an MSP consolidation. Each account keeps its own plan, credit allowance, and invoice line, all billed to the shared payer. Ask your account manager to set this up; the accounts must all bill in the same currency.
Whichever one you enter at checkout — so if invoices should reach your accounts team, use their address rather than your own. It doesn’t have to match the email you sign in with, and the person paying doesn’t have to be the person who set up the Neo account.You can change it any time afterwards from Billing → Billing details → Manage billing details, which opens Stripe. The same page also updates your payment method, downloads invoices, and edits your company name, address and tax ID. Receipts and any payment-confirmation emails follow the same address.