Technical support policy
This policy describes how to get help from BD AI and what to expect from us.
01Channels
Support runs through the AI Help Center, 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.
02First response
The AI Help Center answers common questions immediately from reviewed sources. When the question needs judgement, account access or a decision, it is escalated to a human queue.
03Response expectations
Human support is staffed during Bangladesh business hours. We do not publish a contractual response-time guarantee for free public support; where an engagement includes a service level, it is stated in the written agreement.
04What support will never ask for
Your password, a one-time code, or a payment to unlock a document, certificate or account.
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 AI Help Center. BD AI only replies from the channels listed on the Trust & Verification page.