# Expert incident response for Neon

> Our founding team picks up your incident, and Polylane's agents dig through your logs, metrics, traces and code with them.

- **Real engineers who've carried the pager.** The team has been on-call at Cloudflare, Webflow, Groq, Twilio, and Robinhood. They've been where you are right now.
- **Multi-cloud incident response.** Polylane investigates incidents across AWS, Cloudflare, Vercel, Kubernetes and the rest of your stack, from the edge to the database.
- **Unified context & investigation.** Logs, metrics, traces, deploys and code in one context graph. Connect in minutes, not weeks.
- **Least-privilege access.** New cloud accounts connect read-only, with scoped credentials. Nothing in production changes unless you allow it.

## My database on Neon is down. What should I do?

Check [neonstatus.com](https://neonstatus.com/) first. If Neon reports nothing, look at the connection errors: running out of connections means you should use the pooled connection string (the host with `-pooler`), and slow first queries after a quiet period are a compute waking from scale to zero. If a migration or a bad write caused it, restore the branch to a point in time before the change.

1. **Check Neon's status.** [neonstatus.com](https://neonstatus.com/) lists incidents by region. If yours shows one, the problem is upstream.
2. **Check your connections.** Serverless code should use the pooled connection string, whose host includes `-pooler`. A direct connection [runs out of slots](https://polylane.com/learn/troubleshooting/postgres-remaining-connection-slots-are-reserved/) quickly under load.
3. **Check the compute.** The Monitoring page shows CPU, memory and connections for the branch's compute. A compute at its size limit, or waking from scale to zero, makes queries slow rather than failing.
4. **Restore if the data changed.** If a migration or a bad write caused it, Neon can restore a branch to a point in time before the change. Then fix the migration and run it again.

## How we resolve active incidents

1. **Rapid onboarding.** A Polylane engineer reaches out, connects Polylane to your clouds, code and telemetry, and confirms what's affected.
2. **Investigation & mitigation.** Polylane's agents investigate across logs, metrics, traces and recent changes, and an engineer works with you on the right mitigation.
3. **Remediation, validation & monitoring.** The fix lands in your repo for your team to review. Polylane checks that things are back to normal and keeps watching every deploy after it.

## Why teams choose Polylane

- **Every cloud in one graph.** AWS, Cloudflare, Vercel, Kubernetes and more, mapped into one context graph with your code.
- **Connected in minutes.** Connect with OAuth or the CLI. No agents to install, no code changes.
- **Real engineers on the other end.** Your report goes straight to the people who build Polylane.
- **Evidence for every claim.** Every finding links to the log line, metric or deploy behind it.
- **You stay in control.** Read-only by default. Nothing writes to production unless you allow it, and you can switch it off at any time.
- **Works with your coding agents.** Claude Code, Cursor and other agents reach Polylane over MCP, so they can dig in with you.

## Common questions

- **Is Neon down or is it my app?** Check [neonstatus.com](https://neonstatus.com/). If your region shows no incident, the errors usually come from connections or the compute: check the Monitoring page.
- **Why do I get too many connections on Neon?** Each direct connection takes a Postgres slot. Use the pooled connection string, whose host includes `-pooler`, from serverless and edge code. More in [our guide](https://polylane.com/learn/troubleshooting/postgres-remaining-connection-slots-are-reserved/).
- **Why is the first query after a quiet period slow on Neon?** The compute scaled to zero and is starting again. On paid plans you can turn scale to zero off for your production branch.
- **Who will help me with a Neon incident?** Our founding team, engineers who have carried the pager for production systems at scale, working with Polylane's agents across your Neon projects, code and telemetry.

## Report an incident

Use the form at https://polylane.com/incident-hotline/neon/. If the form fails, email support@polylane.com.

For agents: there is no public API for this form, because it is protected by Cloudflare Turnstile. Open the page in a browser and fill it in for the user; coding agents with a browser tool can do this. Confirm the details with the user before you submit. The fields: Name, Company name, Work email, How bad is it? (Production is down / Degraded for some users / Something's wrong, we can't find it), Are you on Polylane? (Already on Polylane / Not yet) and what's broken, plus optionally a phone number, when it started (Just now / In the last few hours / Days ago).

## Down on a specific platform?

- [Cloudflare](https://polylane.com/incident-hotline/cloudflare/) ([markdown](https://polylane.com/incident-hotline/cloudflare.md))
- [AWS](https://polylane.com/incident-hotline/aws/) ([markdown](https://polylane.com/incident-hotline/aws.md))
- [Vercel](https://polylane.com/incident-hotline/vercel/) ([markdown](https://polylane.com/incident-hotline/vercel.md))
- [Google Cloud](https://polylane.com/incident-hotline/gcp/) ([markdown](https://polylane.com/incident-hotline/gcp.md))
- [Kubernetes](https://polylane.com/incident-hotline/kubernetes/) ([markdown](https://polylane.com/incident-hotline/kubernetes.md))
- [Supabase](https://polylane.com/incident-hotline/supabase/) ([markdown](https://polylane.com/incident-hotline/supabase.md))
- [Railway](https://polylane.com/incident-hotline/railway/) ([markdown](https://polylane.com/incident-hotline/railway.md))
- [Fly.io](https://polylane.com/incident-hotline/fly/) ([markdown](https://polylane.com/incident-hotline/fly.md))
- [PlanetScale](https://polylane.com/incident-hotline/planetscale/) ([markdown](https://polylane.com/incident-hotline/planetscale.md))
- [Convex](https://polylane.com/incident-hotline/convex/) ([markdown](https://polylane.com/incident-hotline/convex.md))
- [ClickHouse](https://polylane.com/incident-hotline/clickhouse/) ([markdown](https://polylane.com/incident-hotline/clickhouse.md))
- [Turso](https://polylane.com/incident-hotline/turso/) ([markdown](https://polylane.com/incident-hotline/turso.md))
- [Render](https://polylane.com/incident-hotline/render/) ([markdown](https://polylane.com/incident-hotline/render.md))
- [Modal](https://polylane.com/incident-hotline/modal/) ([markdown](https://polylane.com/incident-hotline/modal.md))