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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 except ServiceNow (Custom only), 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

The simple rule: one automation = one credit. A ticket triage, a dispatch decision, an automated ticket update — each costs one credit. Some heavier work uses more:
  • Standard agentic tools (PSA writes, RMM script execution): 2 credits each
  • Advanced agentic tools (PowerShell, write-access integrations): 3 credits each
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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Chat agents

Chat agents are billed by who they serve:
  • Internal chat agents — your technicians chatting with Neo in the dashboard or Teams — spend credits per tool call the agent makes, at the same Standard/Advanced tiers above. A turn with no tool calls 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 active user. 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.
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/monthor5,000creditsfor250/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:
Your planYour top-up packYou move up on your…
Pilot (500/mo→Starter500/mo → Starter 1,300/mo)1,000 credits — $250/mo4th run-out
Pilot (500/mo→Starter500/mo → Starter 1,300/mo)5,000 credits — $750/mo2nd run-out
Starter (1,300/mo→Growth1,300/mo → Growth 2,340/mo)1,000 credits — $250/mo5th run-out
Starter (1,300/mo→Growth1,300/mo → Growth 2,340/mo)5,000 credits — $750/mo2nd run-out
For example, on Starter with the 1,000-credit pack your first four run-outs each add a pack (taking you to 2,300/mofor14,000credits);thefifthwouldpushyourStarter+packspastGrowth′s2,300/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/monthor5,000for250/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 a top-up pack

Top-up packs are reversible — just email your account manager (or support@neoagent.io) and we’ll remove the pack from your subscription. The change applies on your next billing date, so you keep the credits you’ve paid for in the current period.
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 email your account manager (or support@neoagent.io) when you no longer need it. Removal takes effect on your next billing date, so you keep the credits you’ve already paid for in the current period.
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.