Contact
Email is the current support channel. Do not include a student name, district ID, screenshot containing student information, or other education record.
What to include
- Page or activity name and the action that caused the issue
- Device type, operating system, and browser version
- Whether the issue affects all use or one optional feature
- Expected result and actual result, without student-identifying information
- For Mandarin concerns: exact character, phrase, pinyin, audio, or context
- For access concerns: assistive technology, zoom, input method, and barrier
Pilot escalation
These are operating expectations for the proposed pilot; a signed district agreement can replace them.
Pause the affected activity
Stop if there is a material Mandarin error, privacy concern, security concern, access blocker, or repeated classroom disruption.
Report without learner identity
The teacher or pilot lead sends the minimum technical and instructional facts needed to reproduce the issue.
Triage and communicate
SaltMark Design targets an initial response within one business day during an active, authorized pilot and identifies a workaround, fix, or hold.
Resume by decision
The pilot lead and affected educator decide whether the corrected activity can resume. District privacy, security, or instructional staff join when required.
Current service boundaries
The public product does not yet include a public status dashboard, telephone support, 24/7 emergency response, enterprise administration console, roster support, or remote learner-data tools. Because learner state is local to the device, support cannot restore deleted progress or remotely delete a profile. Remove a profile in the app or clear the site’s browser data.