Nobody's answering
and your app is still down.
There is a version of this where you keep waiting, and a version where you stop being dependent on someone replying. The second one starts by getting your data somewhere they do not control.
The order that matters
You can do all of this yourself. If it gets you unstuck without hiring anyone, that is a good outcome.
Escalate through billing, not support
Billing disputes get read faster than technical tickets, at nearly every company. If money is involved, that is the queue to be in.
Put it in writing, once, with specifics
Dates, amounts, ticket numbers, what you expected. One clear message beats twenty follow-ups, and it is the record you need if this goes further.
File where it is on the record
A BBB complaint or a public review often gets a response when a ticket does not. Be factual — exaggeration is what lets a company dismiss it.
Stop waiting to act
Export your data in parallel. Whatever support eventually says, you are better off holding a verified copy. This is the step that ends the dependency.
Support silence is usually capacity, not malice
It rarely helps to assume bad faith — most of these teams are underwater rather than hostile, and the person reading your ticket did not set the policy. That said, understanding why it is happening does not get your app back. Escalate politely, and act independently at the same time.
This is documented, not hypothetical
Negative Trustpilot reviews repeatedly describe support tickets going unanswered or being closed without a fix.
Trustpilot — view sourceComplaints on the BBB record describe charges after cancellation and refunds declined despite documentation.
BBB complaints — view sourceStay stuck, or bring it to the lab
What it costs
No hourly mystery bills. You approve a flat price from the free triage report before any work begins.
Data Export Only
- Database export, verified with row counts
- Files and object storage
- Env vars and secrets reconstructed
- Credited toward any rescue within 60 days
Rescue Lite
- Full code and asset extraction
- Static conversion — runs on any cPanel host
- Intake form rebuilt (email + database)
- SSL, DNS cutover, 14 days support
Rescue Pro
- Everything in Rescue Lite
- Database migration and verified restore
- Platform auth replaced with real auth
- VPS or cPanel deploy, 30 days support
Emergency same-day rescue available on any package, +$300. All prices USD.
We were the customer first
NeoLab runs four applications in production and has rescued 70+ more — starting with our own. That is why this company exists.
Get a written assessment in 24 hours
A real engineer reviews your situation and sends back what is at risk, what it takes, and an exact flat price — before any work begins. If we cannot help, we say so and tell you who can.
FAQ
Who actually answers at NeoLab?
An engineer, within 24 hours, in writing. Not a chatbot and not a form response. If we cannot help, we say so and point you to who can.
Can you deal with the platform on my behalf?
We can tell you exactly what to ask for and in what order, which is usually what unblocks it. We do not need access to your account to run a triage.
What does the free triage include?
What is at risk named specifically, what it takes in plain language, and an exact flat price before any work begins.