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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. PSA, RMM, Microsoft 365, and documentation APIs are Standard when every enabled permission is Read Only, and Advanced when any permission is Read / Write. 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 the tiers above. 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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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 → Auto top-up.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 → Auto top-up 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.
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 → Auto top-up → 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. We email subscribed users at 90% usage so you have time to either turn on auto top-up or upgrade, and email you again if you cross 100%.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 once we’re confident in the forecast (after the first week of the month).
  • 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. 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.
Yes — contact your account manager or sales. Plan switches (Pilot ↔ Starter ↔ Growth ↔ Custom) go through us so we can prorate the billing cleanly.
Change your plan from Billing → Plan & billing → Change plan. There is no Stripe portal on a Pax8 account, and no top-up packs to set up — credits above your plan appear on your next Pax8 invoice.Pax8 invoices you, and a plan change bills the plan you finish the month on, for the whole month:
  • Upgrade mid-month — you pay one month of the new plan. The old plan and any overage it had built up are removed from the invoice.
  • Downgrade mid-month — you pay one month of the lower plan, plus any credits the month used above that plan’s allowance, at its overage rate.
  • Overage — your whole month’s credits are measured against the plan you finish on.
Two things follow from that:
  • Upgrade when your overage is already costing more than the higher plan. Upgrading with only a few days left in the month still bills a full month of the higher plan.
  • Before you downgrade, check the credits you have already used this month. A downgrade can raise this month’s invoice, because those credits are then measured against the lower allowance.
Ask us to make the change on the 1st instead if you want it to apply from next month.Your first month is different: after a free trial, the plan bills only from the day you chose it.
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 → Plan & billing → Open Stripe portal, under your billing information. Receipts and any payment-confirmation emails follow the same address.