Will our customers know support is outsourced?

Only if you want them to. We operate under your brand, tooling, and tone of voice, and our engineers are trained and certified on your product before taking live tickets.

How do you protect our product IP?

Dedicated pods, contractual confidentiality, access scoped to what support genuinely requires, and audited environments. Support staff work in your systems rather than copying product assets out.

How quickly can an engagement start?

Discovery usually begins within one to two weeks of scope agreement, and a delivery team is typically mobilised within three to four weeks depending on the skills involved.

Can you work alongside our in-house team?

Yes — most of our engagements are blended. We work in your repositories, ceremonies, and tooling, and we plan for knowledge transfer from the start so capability stays with you.

How are engagements priced?

Fixed price for well-bounded projects, monthly capacity for dedicated pods, and outcome-linked SLAs for managed services. We are explicit about assumptions and what would change the number.

NeonAITech services — AI and data engineering, product engineering, cloud and DevOps, managed operations, security and quality

White-Label Product Support for ISVs

Your brand, our engineers, your customers well looked after.

Book Free Consultation All Services

4–6 weeks

To a fully trained support pod

80%

Of tickets closed before engineering

CSAT

Measured and reported per period

Overview

What White-Label Product Support for ISVs means at NeonAITech

Software vendors and OEM partners need expert support that scales with customers without diverting the product team. We run tiered support under your brand — trained on your product, working in your tooling, escalating cleanly to your engineers only when it is genuinely a product defect.

Tools & Platforms

Zendesk
Intercom
Jira
Salesforce
Confluence
Twilio

We are not tied to a single vendor — the stack follows the problem, your existing estate, and your team’s skills.

What We Deliver

Branded Tier 1–3 Support

Engineers trained on your product responding in your name, in your ticketing system, to your customers.

Implementation & Onboarding Support

Deployment assistance, configuration, and integration help for your customers during onboarding.

Defect Triage & Feedback Loop

Reproducible bug reports, prioritised defect triage, and structured field feedback into your product roadmap.

Capabilities

Inside the Engagement

Product training and certification of support staff

Multi-tenant and per-customer SLA models

Multilingual and multi-region coverage

Partner and reseller enablement

Customer-satisfaction measurement

How We Work

A delivery rhythm you can see into

Every White-Label Product Support for ISVs engagement runs the same four phases, with AI used wherever it removes effort rather than adds novelty.

01
Discover
We map the current state, agree the outcome, and size the work — so scope is a shared decision, not a surprise.
02
Design
Architecture, delivery plan, and success measures are set before build, with costed options where trade-offs exist.
03
Build
Short increments with working output you can review, steer, and stop — never a black box until go-live.
04
Operate
We measure against the agreed outcomes, hand over documentation, and stay on for support where you want it.

Engagement Models

Buy it the way that fits

Fixed-Scope Project

A defined outcome, timeline, and price. Best when requirements are clear and the deliverable is well bounded.

Dedicated Pod

A cross-functional team working to your backlog and priorities, scaling up or down with a month’s notice.

Managed Service

Ongoing ownership against agreed SLAs, with a share of capacity reserved for continuous improvement.