FAQ

General questions about Neon One products and services

I signed my Neon One contract and am eager to get started. What are my next steps?

Your implementation consultant will be your main point of contact throughout your initial implementation and will email you to get started within 3-5 days of signing your contract. That email will outline the phases of your implementation and call out immediate action items. Implementation will vary based on the package you purchased and your organization’s needs and might include data migration, system builds or consulting, system configuration, staff training, and other essential tasks to go live. 

*For Neon CRM clients that opted out of guided implementation services, you will still receive an email within 3-5 business days granting you access to your system, and outlining the next steps. Login to the Support Center for resources, including a self-guided implementation plan and access to the Neon One Academy.

How long will it take to go live?

While there is no one-size-fits-all timeline that applies to every organization, below are estimated timelines for each product. Timelines will vary based on the exact services you opted into and the complexity of your needs. You can keep the process moving quickly by promptly providing the deliverables and information requested of you in a timely manner. Your implementation consultant will work with you to create a timeline that is specific to your organization’s needs. 

Neon CRM: Expect 4-12 weeks. The data conversion method you choose is typically the main factor.
Arts People: Expect 4-6 weeks.
Neon Fundraise: Expect 1-4 months, depending on the type of license you choose. 
Neon CCM: 3-6 months, depending on the complexity of your custom system.
Neon Giving Days: 2-6 months, depending on system configuration and the date of your Giving event.
Neon Websites: Expect 4-12 weeks, depending on the type of website package you choose.

What training and support options are available with my subscription?

After you have completed your initial onboarding and are using your Neon One system, you have a variety of options for ongoing training and support. 
Support Center: Great for self-starters and answers to quick questions, the Support Center contains step-by-step instructions and how-to articles.
Neon One Academy: Geared toward hands-on learners and new staff training, our training & certification platform has interactive courses that are more in-depth and guided than support articles. 
All Neon CRM clients are eligible to enroll. Neon One Academy offers curated learning paths customized for specific staff roles, such as fundraising, communication, membership, and finance. Learning paths guide you through each Neon CRM module relevant to your role, to focus on what’s important. Standalone courses are also available on specific topics such as acknowledgments, reporting, data entry, and more. 
Neon CCM clients at this time are able to enroll in two different courses; Welcome to Neon CCM Case Management & Neon CCM Reporting Tools.
Technical Support: Ticket-based support on technical issues and one-off questions is available through the Support Center for all clients. Additional support channels are available based on your Neon One subscription. 
Extended Training & Consulting (Neon CRM): Intended for a deeper dive on strategic topics, clients can schedule one-on-one personalized training sessions conducted via screen-share.

How do I integrate Neon with my website?

Depending on which Neon One product and modules you are using, you probably have public forms and pages for constituents to submit (for example, a donation form or event registration form). Connecting these forms and pages to your website is very simple. All you need to do is create hyperlinks on your website that point at your Neon One forms and pages. 

For help finding your Neon One URLs, ask your project manager or implementation consultant. If you have already completed your initial implementation and still need help, contact Neon One Technical Support.

Neon One Product Onboarding

This process will vary depending on the products you have purchased. 

Generally speaking, you will receive an email within 5 business days from a member of our team who will provide you with login credentials directly to your product and/or ask to you set up an introduction call if we need to configure or build your system for you.

Neon CRM

Neon CRM

Option 1: No implementation purchased
1. Contract signed
2. First invoice sent to the billing contact
3. Login credentials sent to primary system users and access is given to training materials
Timing – 1 week

Option 2: Implementation purchased
1. Contract signed
2. First invoice sent to the billing contact
3. Outreach email from implementation team member to schedule an introductory call
4. Data migration (if applicable)
5. System configuration sessions
6. Support handover/ongoing training
Timing – 8-12 weeks depending on your system complexity

Neon Fundraise

Neon Fundraise
1. Contract signed
2. First invoice sent to the billing contact
3. Outreach email from implementation team member to schedule an introductory call
4. System configuration sessions
5. Go live
Timing: 1-2 months for standard systems, 2-4 months for more complex builds. We partner with you to establish timelines that align with your fundraising needs.

Neon CCM (Client Case Management)

Neon CCM
1. Contract signed
2. First invoice sent to the billing contact
3. Outreach from solutions consultant for scoping and systems requirements
4. Introduction of project manager and build kickoff
5. First cut review of the system build
6. Project build iterations
7. Final review
8. Go live
Timing: 3-6 months depending on the system complexity.

Neon Giving Days

Neon Giving Days
1. Contract signed
2. If applicable, a billing invoice for services or annual fee
3. Outreach from dedicated project manager
4. Kickoff
5. Systems configuration and training of primary users
6. Go live around desired Giving event or target date

Arts People (Event Ticketing)


1. Contract signed
2. Billing invoice for implementation of services
3. Outreach email from implementation team member
4. System configuration (done largely via email)
5. Go live
Timing: 4-6 weeks depending on the system complexity.

Neon Raise and Neon Pay

In addition to the products listed above we also have 2 self-onboarding products where you simply complete the online steps yourself to onboard and utilize the system. 

Those products are Neon Raise and Neon Pay (which you would use as your payment processor alongside one of our other systems)

Billing Questions

Billing and invoicing related questions.

How does Neon One do invoicing? What is the timeline?

Billing begins upon signing the contract unless taking advantage of a promotion and/or is specified otherwise by your organization’s sales contract. Invoices are sent via email to the billing contact listed in your contract. Contact billing@neonone.com for specific questions, or to gain access to the billing portal.

How long do I have to pay my bill?

If your organization enrolls in autopay or wishes to pay electronically, payment is expected on the invoice due date and is due upon receipt, typically one day after the invoice issue date. If your organization prefers to pay via check please let us know, we will adjust the billing terms to Net 30 meaning the invoice due date is adjusted to 30 days after the invoice issue date.

Will I have to pay any sales tax for Neon One services?

Sales tax is determined by the laws and regulations of your state. We have a process in your onboarding that allows you the ability to upload your exempt status certificate or generate one automatically. You will be sent information about how to complete this during your billing setup. If you have any questions please email us at compliance@neonone.com.

Can I speak directly with someone in billing via the phone?

Emailing billing@neonone.com is the most efficient way to communicate with us. If you prefer to reach out via phone, you can call 888-860-6366 ext 2. Please be advised that there may be a long hold-time based on the volume of calls we receive at any given time.

What is the timeline I should expect for a response from the billing team?

Within 2-3 business days for standard requests.

Can I get a copy of my contract or recent invoice?

Yes! Email us at billing@neonone.com to request a copy of your latest invoice or the original contract. Please be advised that billing can provide these documents but any changes to your contract or the products your organization is using would need to be processed by our strategic account management team at clientsuccess@neonone.com.

Who at my organization receives invoices?

Whoever is specified as the billing contact during the sales process. If there are any questions regarding this, please reach out to us at billing@neonone.com.

How do I update my billing information?

Billing Contact – Please reach out to us via email at  billing@neonone.com with the new contact’s name and email address. 

Payment Information – You may use the link on any open invoice to make a payment and save the payment method on file. If there are no open invoices please reach out to us at billing@neonone.com and we will provide a secure link to change the payment information on file.

I received a notification that my bill is past due? What are the steps I should take?

In the notification email there will be a link to allow you to make payment online. If there are any questions or concerns feel free to respond to the email notice directly or email us at billing@neonone.com. If a check has already been issued please send us an email letting us know the check number, amount, and what address the check was sent to.

There was an error when I was trying to make a payment. What should I do?

Please reach out to us at billing@neonone.com with the error message and invoice number so we may assist.

I think there is a mistake with my invoice what should I do?

Please email billing@neonone.com or call us at 888-860-6366 ext 2 with the invoice number and any additional information that would help us to assist you.

My organization has had staff turnover. How can I get a copy of our contract and services?

Email us at billing@neonone.com to request a copy of your original contract. If the staff in charge of receiving invoices has changed please let us know the new name and email of the new staff member so we can update this for our records.

What if my organization is having financial problems? Who can I contact?

Email us at billing@neonone.com to talk about different solutions for your organization. If you are looking to make changes to your contract please contact our strategic account management team at clientsuccess@neonone.com.

Connecting with Neon One

Neon has multiple operations teams focused on supporting clients in various ways. After signing your contract, your sales representative will direct you to the right team for immediate next steps. Depending on the nature of your question we have outlined the primary channels below:

General Billing Questions

Our Billing team is available to respond to questions you may have about your invoice, updating your billing contact, or providing other information about the financial standing of your account. 

All invoices are sent automatically by our billing software but our staff is available to assist with any questions. 

If you have received correspondence about an overdue invoice please know we are here to work with you. We do not suspend services lightly and send a minimum of 3 notifications over a 60 day period before any actions are taken. 

Response times can vary but on average you should expect to hear back within 2-3 days as we investigate your account and ensure we can provide you with the right information. 

CONTACT INFO
Email: billing@neonone.com
Phone:888-860-6366 ext 2

Technical Support

If you have general questions about your system, product features, need to be pointed in the direction of a training resource or guide this team is here to help. The best way to reach this team is through the submission of a ticket. 

Please use the link below to view support options by product and be routed appropriately:
https://support.neonone.com/s/

Onboarding/Implementation Team

If you are a new client with Neon One, you will be in contact during your onboarding or system build with a member of our team that is focused on being your dedicated resource for onboarding or system builds. Your consultant or project manager reaches out to you directly with their contact information. If you are not sure who your consultant is or have not received communication please contact our support team and we will make sure to get you in touch with that team member.

Account Management

Depending on the size and complexity of your account you may have a dedicated account manager who serves as a partner in your growth. They can help you with any questions you may have about your account as well as provide you with regular check-ins, updates on projects, handle escalations, and most importantly help you ensure you are getting the most out of your system.