FAQ

Answers to the most frequently asked questions

  • What technical support do you provide?

    We offer 24/5 full support and support for critical issues over the weekend. We provide support primarily via forums and email, which we have found to be the most efficient means for both our customers and our support staff. We will move to 24/7 support by the end of 2016. Technical support is available to Small school and Enterprise plans only.

  • What browsers does NEO support?

    We support all modern browsers, including Chrome, Safari, Firefox, and IE 10. We also support IE 9, but we do not support IE 8 and below.

  • Can I web conference from within NEO?

    Yes, NEO can be used in conjunction with any third party web conferencing system. All web conferencing products allow you to schedule a conference call and then copy a link from the conferencing system into any HTML page. You can thus embed conferencing links into NEO calendars, news feeds, and course pages. In addition, we are adding deeper calendar-level integration with some systems (GotoMeeting has already been added) so that you can schedule web conferences directly from the NEO calendar and they will automatically appear inside calendar events.

  • Does the free plan expire?

    No, the free plan for schools and universities does not expire. When the 14-day trial period of the premium features ends, the premium features are turned off and the free plan continues without interruption.

  • What is the difference between the free plan and the premium plans?

    The free plan provides a superb basic set of LMS features. The premium plans add additional features for power users. Visit the plans page for a list of which features are in each plan.

  • What languages does your platform support?

    We currently support over 40 languages, and our integration translation system makes it easy for volunteers to add additional languages.

  • Can I use the Enterprise plan if I have less than 500 students?

    Yes, but you must purchase at least 500 students accounts even if you do not use them all.

  • How secure and reliable is your cloud-hosted platform?

    Our site has had 99.99% uptime, no data loss, and no security breaches since we launched in 2009.

  • What kind of security measures do you take?

    By default, all web pages are served using HTTPS. All personal passwords are encrypted. Our e-commerce integration is PCI compliant, and financial data never even touches our servers. We perform automated vulnerability scans on our systems and source code. All access to files, such as images and videos, are via URLs that are individually encrypted for each user to prevent unauthorized sharing of resources.

  • Is there a setup fee?

    No, we do not charge any kind of setup fee. Both sites are pay-as-you-go. You can upgrade or downgrade at any time, and the change takes effect on the next billing cycle.

  • Who is eligible to use NEO?

    Only schools for children and accredited universities that award degrees are eligible to use NEO. Businesses, private tutors, non-profit organizations, and vocational training companies are eligible to use MATRIX, our sister site.

  • What is the feature difference between NEO and MATRIX?

    The functionality of each site differs only slightly. For example, NEO provides parent accounts to allow parents to monitor the progress of their children, whereas MATRIX allows users to be associated with specific organizations and provides manager accounts to allow managers to monitor the progress of students in their organization. Both sites provide unlimited storage, but MATRIX supports larger individual file size limits.

  • What is the difference in plans between NEO and MATRIX?

    NEO is a freemium site for schools and universities, with a free plan and premium plans for power users. The pricing for NEO premium plans is based on the total number of student accounts. MATRIX provides low-cost premium plans for businesses whose pricing is based on the number of active students per month, and does not offer a free plan.

  • Do you have storage and bandwidth limits?

    No, we provide unlimited storage and unlimited bandwidth.

  • What is your backup strategy?

    Our automated backup system creates an on-site and off-site copy of our database every day. In addition, we maintain secure off-site copies of every document that is uploaded to our site.

  • Do you offer a version that we can host ourselves?

    We are primarily a cloud-hosted service, which allows us to offer the site at a low cost as well as easily add new features and fix issues when they are detected. We do not provide a downloadable version for individual schools, but we offer source code licensing for large companies or well-funded startups who wish to deploy our platform on a large scale.

  • Where are your servers located?

    Our servers are located in the Amazon data centers in Virginia, USA.

  • What software and hardware does NEO use?

    NEO is built using the latest software and hardware technology. The code is written using Ruby on Rails and a small number of third party libraries. It is hosted using Phusion Passenger Enterprise on Apache2. The system runs on the Amazon cloud, and is designed for security and reliability. For example, there are no single points of failure in the architecture, which spans multiple availability zones. The hardware infrastructure includes the Route 53, ELB, EC2, S3, RDS, SES, ElastiCache, and CloudSearch services from Amazon.

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