Support

Technical support policy

This policy describes how to get help from BD AI and what to expect from us.

  1. 01Channels

    Support runs through the BD AI Help Desk, live chat and the contact page on this website. Any other channel claiming to be BD AI support should be checked on the Trust & Verification page first.

  2. 02First response

    The BD AI Help Desk answers common questions immediately from reviewed sources. When a question needs judgement, account access or a decision, it is recorded as a case for human review.

  3. 03Response expectations

    Human-staffed support is not open yet; the current status is published on the Help Desk and is not implied anywhere else. Cases you submit are recorded and remain in your account, but no response time is promised. Where a written engagement includes a service level, that agreement states it.

  4. 04What support will never ask for

    Your password, a one-time code, or a payment to unlock a document, certificate or account.

  5. 05Escalation

    If support does not resolve your issue, use the complaint and escalation process.

Questions about this policy go through the BD AI contact page or the BD AI Help Desk. BD AI only replies from the channels listed on the Trust & Verification page.

Contact BD AITrust & Verification