Veterinary Practice Management Software · reliability comparison
IDEXX Neo vs Shepherd: which is more reliable? (2026)
IDEXX Neo is more reliable than Shepherd, scoring 92.4 vs 68.6 out of 100. Over the last 90 days IDEXX Neo reported 3 incidents and Shepherd reported 5, with effective uptime of 99.94% and 99.46% respectively. IDEXX Neo resolves incidents faster on average (44m).
Data updated Nov 1, 2026 · How we score
| Metric | IDEXX Neo | Shepherd |
|---|---|---|
| Reliability score | 92.4 | 68.6 |
| Rank (veterinary practice management systems) | #3 | #9 |
| Uptime (90 days) | 99.94% | 99.46% |
| Incidents (90 days) | 3 | 5 |
| Partial / major outages | 3 | 1 |
| Avg time to resolve | 44m | 4h 53m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where IDEXX Neo and Shepherd differ
- Shepherd reported 67% more incidents than IDEXX Neo over the last 90 days (5 vs 3).
- IDEXX Neo had 3 partial or major outages, compared with 1 for Shepherd.
- IDEXX Neo fixes problems faster: 44m on average, against 4h 53m for Shepherd (6.7× quicker).
- IDEXX Neo's longest outage on record lasted 21h 6m (Jul 16, 2026); Shepherd's lasted 22h 26m (Sep 14, 2026).
90-day uptime
IDEXX Neo
Shepherd
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
Recent IDEXX Neo incidents
- Partial outageOct 9, 2026 · resolved in 1h 29m
Fiserv outage impacting IDEXX Payments in Neo
Affected: Neo Software
- Partial outageSep 17, 2026 · resolved in 15m
Neo: Open consultations cannot be closed or marked "ready to pay"
Affected: Neo Software
- Partial outageSep 2, 2026 · resolved in 28m
Neo AI Patient History Summarization Outage
Affected: Neo Software
Recent Shepherd incidents
- Degraded performanceOct 30, 2026 · resolved in <1m
- Degraded performanceSep 14, 2026 · resolved in <1m
- Partial outageSep 14, 2026 · resolved in 22h 26m
Shepherd Application Service Disruptionofficial update ↗
Affected: Shepherd Application, Shepherd Pay, SMS (Texting Services), AI Services (TranscribeAI, SummarizeAI, DiagnoseAI), OpenAPI (Clinic Connect and Integrations), Shepherd Support Chat (Intercom)
- Degraded performanceSep 10, 2026 · resolved in 1h 10m
OpenAPI – Intermittent Request Failures
Affected: OpenAPI (Clinic Connect and Integrations)
- Degraded performanceAug 26, 2026 · resolved in 50m
Shepherd Application Degraded Performance
Affected: Shepherd Application, Shepherd Pay, SMS (Texting Services), AI Services (TranscribeAI, SummarizeAI, DiagnoseAI), OpenAPI (Clinic Connect and Integrations)
Other veterinary practice management systems to consider
- PetDesk · #1 · 100% uptime
- Otto · #2 · 100% uptime
- Vetstoria · #4 · 99.96% uptime
- Vetspire · #5 · 99.90% uptime
See the full most reliable veterinary practice management software ranking →