Help centre Support
What to expect from support.
Loam is run by a small team in Australia, and we’d rather publish accurate expectations than impressive ones. These are the response times we actually work to.
Free plan
- This help centre, written to answer the predictable questions before you need us.
- Open Support inside Loam to create and track a ticket, or email hello@loam.ink. We reply within 2–3 business days.
- Support runs on Australian business hours (Sydney). If you're teaching in another timezone, expect answers in our morning, not yours.
- No phone support, and no guaranteed same-day answers: the plan is free because we keep its costs honest, and this is one of them.
School plan
- Create and follow in-app tickets, with replies within 1 business day.
- An onboarding call to get your first teachers and rosters set up properly.
- A named contact who owns the ticket and follows it through, so you do not start again with each reply.
- Security questionnaires and privacy-review requests answered within 5 business days.
The fine print, in plain sight
These are working targets we hold ourselves to, not contractual service levels. If a School agreement promises something contractual, the agreement says so explicitly. Two things jump every queue regardless of plan: anything that looks like a security or privacy incident, and anything where a student is locked out mid-assessment.
The fastest route is Support inside Loam, where teachers and school admins can create a ticket, follow the conversation and return to earlier replies. To get a useful answer fastest, include what you were doing, what you expected, what happened instead, and (if it involves a specific submission or class) a link to it. Screenshots help. If you cannot sign in, email hello@loam.ink; accessibility reports get priority handling as described in our accessibility statement.