FAQ

Answers to the most frequently asked questions

Questions about NEO and CYPHER LEARNING
  • What is NEO?

    NEO is a learning management system (LMS) that helps schools manage and create all classroom activities, such as creating and delivering educational content, assessing students, tracking their results, and promoting communication and collaboration between students and teachers/faculty.

  • What is CYPHER LEARNING?

    CYPHER LEARNING is a company that specializes in providing learning platforms for schools, universities, and organizations around the world. CYPHER has three products: NEO an LMS for Schools and Universities, MATRIX an LMS for Businesses, and INDIE an LMS for Entrepreneurs. CYPHER LEARNING is currently the only company that offers learning management systems in all major e-learning sectors: academic, corporate, and individuals.

  • Where does your company have offices?

    CYPHER LEARNING headquarters are in San Francisco, CA. The company also has offices in the following locations: Pittsburgh, Dallas, Mexico, Brasil, Spain, Russia, Romania, South Africa, Australia, Malaysia, Indonesia, The Philippines, and India.

Questions about using NEO
  • Who is eligible to use NEO?

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

  • What kind of schools and academic institutions use NEO?

    Our clients include individual teachers, schools, universities, and districts. NEO caters to schools from both K-12 and Higher Ed that have various profiles. We have traditional schools, schools and universities focused on health and medicine, religious schools, kindergartens, technology schools, and more.

    Read success stories from our clients worldwide.

  • 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 learners 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 plan for power users. The pricing for the NEO premium plan 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 learners per month, and does not offer a free plan.

  • How is NEO different to other LMS vendors such as Schoology, Blackboard or Canvas?

    NEO provides the best learning experience. Our platform is very intuitive, easy to use, and visually appealing, which makes learning and teaching more engaging and enjoyable for all users.

    NEO was designed to ensure a smooth implementation and it’s easily adopted by students, teachers, and parents. We offer support for 40+ languages, mobile apps for all devices, and accessibility features so all users can enjoy the platform.

    We provide a complete solution for creating and managing all teaching and learning activities, with indispensable features for any academic institution such as content authoring, a powerful gradebook, 14 assessment types, gamification, learning paths, collaboration tools, analytics and reporting, and more.

    We’re also focused on bringing innovation into education through our platform, by adding cutting-edge functionalities that other systems do not support such as automation, adaptive learning, AI powered recommendations engine, and more.

    For detailed comparisons on how NEO is different to Canvas, Schoology, Blackboard and other LMS vendors please check our Comparisons section.

  • What makes NEO the best learning platform for K-12 and Higher Ed?

    NEO is a learning management system (LMS) with an intuitive design and powerful features that provides a large set of indispensable functionalities that schools and universities need to support efficient teaching and learning online. NEO is highly customizable and easy to adjust to suit any grade level. Many of the NEO features can be enabled or disabled to suit young children through to college students. Check these pages on more details on how NEO works for K-12 and Higher Ed institutions.

Questions about our pricing plans
  • Why should we purchase NEO when we can use a free version such as Google Classroom or Edmodo?

    NEO is a powerful learning platform that provides all the functionalities schools need to create and manage learning activities.

    Google Classroom and Edmodo are also learning platforms, but they lack many features that are essential for academic institutions. NEO is a more modern, powerful, and intuitive LMS, for both K-12 and Higher Education institutions.

    NEO offers more features in a single platform designed to help schools manage all classroom activities in an easy and efficient way.

    NEO also provides a comprehensive Free Plan for schools, that includes more features compared to Google Classroom and Edmodo. Have a look at our detailed comparisons between NEO and other vendors.

  • 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 set of essential LMS features. The premium plans add additional features for power users. Visit the Features page for a list of features included in each plan.

  • Can I use the Premium 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.

Questions about support and security
  • 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. Technical support is available to Premium plans only.

  • Where is your support team located?

    We have support teams located in the US, Latin America, and Europe. Through our various support teams we make sure to cover all time zones when our customers may need help.

  • Do you provide support in other languages?

    Our system automatically translates messages that are posted on the support forum, allowing our support team and clients to easily interact in multiple languages.

  • What browsers does NEO support?

    We support the current and the previous release of Chrome, Firefox and Safari. Each time a new browser version is released, we begin supporting that version and stop supporting the third most recent version. We also support Internet Explorer 11+ (for Windows 8 and previous versions), and Microsoft Edge (for Windows 10+).

  • Does NEO work on mobile devices?

    Yes, you can download our mobile app for iOS, our mobile app for Android, and our mobile app for Windows to enjoy using NEO anytime, anywhere. We support all browsers on the latest two versions of Android, iOS and Windows 10. Our system has a responsive design so it will adapt to the size of your device's browser.

  • Can I web conference from within NEO?

    Yes, NEO can be used in conjunction with any third party web conferencing system. We provide integration with MS Teams, Zoom, WebEx, GoToMeeting, and GoToTraining.

  • 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.

  • 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. Our Amazon cloud infrastructure is hosted in a virtual private cloud. All personal passwords are encrypted. Our e-commerce integration is PCI compliant, and financial data never even touches our servers. 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. Our database is encrypted at rest. We perform automated vulnerability scans on our systems and source code. We perform regular penetration testing.

  • Are you GDPR compliant?

    Yes our company is GDPR compliant. Here is a detailed overview of our GDPR compliance.

Questions about implementation
  • Is there a setup fee?

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

  • How long does it take to implement NEO?

    NEO is very easy to implement in just a few simple steps. Here are the first steps when getting started with NEO.

  • Can I integrate NEO with my SIS system?

    Our SIS integration allows you to synchronize data such as accounts, classes, and sessions from your SIS to NEO without any manual intervention. Our SIS integration partner is Clever and we can also assist with a custom SIS integration if needed.

  • Can you help us migrate our content and students from another system?

    Our team of EdTech specialists can assist you in migrating your existing content to our platform, including the creation of custom migration tools when appropriate.

  • Do you provide training for teachers and administrators?

    Our EdTech team can deliver online training or live training at your location in a classroom environment. All our instructors are experts with our platform, and the training includes plenty of hands-on experience for all user types.

Questions about integrations and hosting
  • With what systems does NEO integrate?

    NEO integrated with many third-party apps and tools for education, you can find here a complete list.

  • 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 Sydney, Australia. We also provide an EU version of NEO LMS which is available at www.neolms.eu and a US version which is available at www.neolms.com.

  • 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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