Have a question? We have all the answers, including security concerns, pricing and payment questions, free trial inquiries, and browser compatibility

1. Is Neo reliable, secure, and confidential? Is my data safe? Where is my data hosted?

We take all reasonable precautions to keep your information safe and secure. Our state-of-the-art hosting server is hosted and managed by Amazon Web Services. You can read more about our security practices here.

2. Do I need to back up my data?

No. Because Neo is web-based, your data is backed up automatically

3. What happens if my internet connection goes out?

We recommend that you have at least one or two devices, such as tablets on a wireless data plan, to use as backup in case your internet connection is lost.

4. How do I pay for Neo?

You subscribe for the service and pay monthly by credit card based on the number of doctors and practice locations.

5. What happens if I add or take away a doctor and need to move subscription tiers?

Not to worry, your system will keep working, but we will notify you and help you to change pricing tiers.

6. I have part-time staff, how does that work?

Neo pricing is structured to capture part-time or relief veterinarians. We offer flexibility for your practice while keeping your costs low.

7. Can we share user accounts?

No. Our subscription model is built to be fair and flexible for the number of doctors in your practice. In addition, it makes it possible for you to track usage by doctor and helps us support Neo effectively.

8. What forms of payment do you accept?

We accept payment via credit cards only (Visa, Mastercard, Discover and American Express).

9. What browser should I use?

We recommend that you download and use the latest version of Google Chrome (it’s free).

10. Is Neo available in Canada?

No. We currently offer Neo to US practices only. Neo will be available in Canada at a future date, so check back here for updates.

Other questions?

If you have any other questions for us about IDEXX Neo, please contact us.