You can reach us directly at contact@loomira.ai — we typically respond to inquiries within one business day. There's no formal SLA yet; this article explains what that means in practice.

Contact

All inquiries — technical questions, billing topics, privacy concerns — go through contact@loomira.ai. It is the one reliably monitored support channel; a dedicated support inbox with its own ticket tracking is planned.

What Information Speeds Up Handling?

The more precise your request, the faster the response. It helps to include:

  • the email address of your account (so we can find the right workspace),
  • the name of the affected assistant,
  • for call issues: the number that was called and the approximate time of the affected call — this lets us identify the call in the log unambiguously,
  • for errors in the portal: a short description of the steps involved and, if possible, a screenshot of the error message.

Please don't send us passwords or API keys — we will never ask for them. You also don't need to include full call content; the time and phone number are enough for us to look up the case ourselves.

Support Statement

A service-level agreement is a contractual commitment to response times and availability; we'll publish a formal SLA like that later — until then, our support explicitly operates on a best-effort basis:

  • We typically respond to inquiries within one business day (Monday to Friday, excluding nationwide public holidays).
  • Until a formal SLA is published, we make no availability or uptime commitment — you can see our platform's current operating status transparently and in real time on our status page. It's worth checking before reporting an issue: if there's a platform outage, we're already working on it.
  • For the Enterprise plan, SLA and priority support are agreed individually (see the pricing page).

This statement is deliberately cautious: we don't want to make commitments we can't yet reliably keep. Once the formal SLA is in place, it will replace this section.

Questions About Invoices and Billing?

You manage invoices, your payment method, and cancellation yourself, without a support request: the "Manage subscription" button on the portal's "Billing & plans" page opens the Stripe customer portal, with every past invoice available for download. Billing & Plans explains how included minutes, the prepaid balance, and the money-back guarantee work together — for anything beyond that (for example, correcting a billing address), write to us.

Privacy Requests

We also accept data subject requests — for example, when a caller asks for their data to be deleted — through the same address. The Privacy article describes what happens then and what deadlines apply.

Before You Write to Us

For many questions, you'll already find an answer in this documentation:

If you don't find an answer there, feel free to write to us directly.