Headset Army is on a mission to empower our customers to deliver exceptional customer support by default. We start by offering the best possible support ourselves.

This Support Policy explains how Headset Army customers can access support resources, product documentation, and personalized help. Please know that these guardrails are in place to ensure we can dedicate the right resources to solving customer problems. We provide exceptional support to our customers because of these guardrails, not in spite of them.

Support Resources

Headset Army provides support resources through the Support area of your account dashboard.

Available resources may include:

Product documentation and knowledge base articles.
Policy documents, including billing, privacy, terms, and provider-specific setup guidance.
Access to personalized support cases for eligible accounts.
Account and billing guidance for plan, invoice, cancellation, and refund questions.

Knowledge Base Access

Knowledge base articles are available from the Support area inside Headset Army. These articles are intended to help all customers learn how to configure and use the product, including schedules, teams, booking links, waiting rooms, conferencing software, billing, and account settings.

All accounts, regardless of plan, can access the knowledge base articles in the Support area of their account dashboard.

Personalized Support

Personalized support is available to customers on paid plans and customers in an active free trial.

To open a support case:

Sign in to Headset Army.
Open the Support area from the account dashboard sidebar.
Click Ask For Help.
Describe the issue or question.
Include any relevant schedule names, booking links, call details, billing details, screenshots, or error messages.
Submit the support case.

The support portal is available for case submission at any time. Our support team responds to personalized support cases within 24 business hours.

Basic Plan Support

Basic plan accounts do not include personalized support cases. If your account is on the Basic plan, you can still use the Support area to access product documentation and policy resources.

To add personalized support, upgrade to a paid plan from your billing settings.

Billing Support

For invoice, proration, cancellation, or refund questions, open a support case by clicking Ask For Help in the Support area. Refund requests are handled according to the Billing Policy available in your account dashboard.

Account Access During Support

In some cases, Headset Army employees may need to access account information to diagnose a problem or answer a support request. When you contact our support team, it is implied that you allow Headset Army employees to access your account as needed to help with that request.

If you want assistance without granting account access, say so in your support request. We will honor that request to the extent possible, although some issues may be harder to diagnose without account access.

Security and Privacy Requests

Do not include passwords, payment card numbers, API secrets, or other sensitive credentials in support requests.

Review our Privacy Policy for instructions on how to submit privacy questions or personal information requests.

Unsupported Channels

Headset Army does not guarantee support through social media, direct employee email, personal phone numbers, or other unofficial channels. Use the Support area in your account dashboard so requests can be tracked and handled by the right team.

Changes to this Policy

We may update this Support Policy from time to time. If we make material changes, we will update the date of this policy or otherwise notify customers as necessary.