Support
Engineers answer. Here is where.
GitHub issues are the intended first line, answered by an engineer within 48 hours; until the org transfer completes, an evaluation request reaches the same engineers. Neteon runs first-line support in U.S. hours, and escalations go to YUAN engineering in Taipei.
Channels
Pick the channel
Four channels, one rule: an engineer reads it. Channel states below are the honest current states.
GitHub Issues
Org transfer in progressThe first line for bugs and integration questions. Get a first response from an engineer within 48 hours.
GitHub Discussions
Org transfer in progressAsk design and pipeline questions in the open. Get answers that stay searchable for the next team.
Documentation
In preparationGet module guides, integration notes, and compatibility tables from the team that writes the SDK.
Evaluation requests
Get a substantive answer to your use case from an engineer within 48 hours. Evaluation hardware ships from U.S. stock.
Escalation path
Who answers, and in what order
Neteon operates the first line from the U.S., answering in U.S. hours and backed by 20+ years as a North American industrial-infrastructure distributor. Response targets are agreed per engagement.
When a question needs the SDK team itself, it escalates to YUAN engineering in Taipei. The path is short and it ends at the people who wrote the code.
You file a GitHub issue
First response from an engineer within 48 hours. The org transfer is still in progress, so until it completes an evaluation request starts the same path.
Neteon — first line
U.S. hours, with response targets agreed per engagement. 20+ years distributing industrial infrastructure in North America.
YUAN Taipei — engineering escalation
The team that builds the SDK and the hardware.
Response targets
Committed targets, stated plainly.
Committed targets are stated plainly. Everything else renders as its honest current state.
| Channel | First response | Who answers | Status |
|---|---|---|---|
| GitHub Issues | 48 h | Engineers — Neteon first line | Org transfer in progress |
| GitHub Discussions | No committed target | Engineers | Org transfer in progress |
| Evaluation requests | 48 h | Neteon first line, YUAN Taipei on escalation | Open — via the evaluation form |
| Documentation | — | Written by the SDK team | In preparation |
| Office hours | — | Engineers | Schedule — pending publication |
The support surfaces
The support surfaces
GitHub Discussions & Issues
Ask in the open. Issues and discussions are answered by engineers and stay searchable for the next team.
Instant AI support
An assistant trained on the NexVDO documentation set, for answers at typing speed.
Office hours
Recurring engineer office hours are part of the support model. The schedule is not published yet.
Quick answers
NexVDO is included free with YUAN hardware, so there is no license line in the adoption decision. It ships through a supported evaluation path instead of a public download.
Request an evaluation. An engineer sends a substantive answer within 48 hours, and evaluation hardware ships from U.S. stock.
One SDK surface across NVIDIA Jetson and Intel x86 targets. Per-platform compatibility tables are pending publication.
Neteon fronts first-line support in U.S. hours, with escalation into YUAN’s Taipei engineering team. Response targets are set in the agreement covering an engagement; the published target for an evaluation request is 48 hours.
Need a human?
Evaluation requests get a substantive answer from an engineer within 48 hours. Business and hardware questions route to Neteon, YUAN’s U.S. front door.
Evaluate on real hardware
Request an evaluation and get a substantive answer from an engineer within 48 hours. Evaluation hardware ships from U.S. stock.
- Engineer reply in 48h
- Ships from U.S. stock
- Free with YUAN hardware