---
title: Support
description: How to get help with Array HQ.
---

# Support

How to get help with Array HQ.

## Where to start

Most questions land in one of three places:

- **A how-to question** — open the relevant section of these docs. Each product hub has overviews and concept pages.
- **Something not working** — contact support (below). Include the site, the affected workflow, and a screenshot if you have one.
- **A pricing or contract question** — your Array account contact, not support.

## Contact support

- **Email:** support@arrayhq.com

Replies during business hours within one business day. Urgent operational issues — anything that's blocking a shift from running — get same-day attention.

## What to include

When you write to support, include:

1. **The organization and site involved.** "Northeast DC, Hartford" beats "one of our warehouses."
2. **The workflow that's affected.** Where exactly did it break — sourcing, screening, roster, points redemption?
3. **What you expected vs what you saw.** Two short lines is enough.
4. **A screenshot.** When possible.
5. **Business impact.** Is this blocking a shift, slowing a shift, or a long-standing nuisance?

## Escalation

If a support ticket isn't moving and the operational impact is climbing, ask your Array account contact to escalate. They have a direct line to the engineering and product teams.

## What support won't do

Support handles platform issues, configuration questions, and operational urgency. Support does not:

- Run hiring decisions for you.
- Change billing or plan terms (those go through your account contact).
- Promise unbuilt features (those go through your account contact, who can flag them for the roadmap).