BACI support is designed to keep your business moving.
From account and billing enquiries to platform guidance, technical support and operational assistance, help is available whenever you need it.
Our Help Centre provides answers to common questions, while our support team is available for matters requiring individual assistance.
HELP CENTRE
Manual, Hybrid and Autonomous determine how BACI operates with your business.
Manual keeps execution in your hands, with BACI supporting the decisions you make.
Hybrid combines action with oversight. BACI acts where speed matters, while your organisation retains approval where judgement matters.
Autonomous allows BACI to operate within the parameters and controls established by your organisation, carrying out authorised actions without requiring approval at each step.
The mode determines the balance between control and autonomy. It does not determine the intelligence available to your business.
Yes. Operating modes are designed to adapt as your organisation's requirements change.
You can retain greater control over some activities while allowing BACI greater autonomy in others, according to the way your organisation chooses to operate.
No. Customer business data is kept separate and is not made available to other BACI customers.
BACI's shared intelligence is derived from approved non-customer sources. Your organisation's information remains within the controls governing your account.
BACI analyses information from a broad range of approved sources across markets, industries and languages.
Signals are assessed in the context of the market, business and objective so that information can be interpreted rather than simply collected.
Markets, information and circumstances change. Where an output requires further review, it can be referred to BACI Support for investigation.
Hybrid and Autonomous modes also provide operating controls that allow organisations to determine where oversight or approval is required.
Your organisation can use the plans, analyses, models, campaigns and other outputs produced for your BACI account in accordance with the applicable terms.
BACI retains ownership of its underlying technology, systems, engines, methodologies, architecture and intellectual property.
Autonomous operation takes place within parameters established by your organisation.
Depending on the activity, these may include spending limits, approval thresholds, markets, channels, categories and other operating controls.
Autonomy determines how BACI can act. It does not remove governance.
Capacity reflects the level of BACI activity available to your account and may vary according to your access arrangement and operating mode.
Where additional capacity is required, the available options will be presented before any change takes effect.
Yes, subject to the terms of your current access and billing arrangement.
Available changes and any applicable adjustment will be shown before the change takes effect.
Cancellation is governed by the terms applicable to your account and billing arrangement.
Your effective cancellation date and any relevant information concerning active services or work in progress will be provided as part of the cancellation process.
Full details are available in the Cancellation Policy.
Customer data is handled in accordance with BACI's applicable retention, Privacy and Data Processing terms.
Where export functionality is available, organisations can export eligible information before account access ends.
Available payment methods are displayed during the relevant payment process and may vary by country, currency and commercial arrangement.
Enterprise and licensing arrangements may be handled separately under their agreed commercial terms.
The applicable billing currency is displayed before a transaction or commercial commitment is completed.
Where currency conversion is required, rates and any additional charges applied by banks, card issuers or payment providers are determined by those providers.
User access depends on the BACI product and commercial arrangement selected by your organisation.
Where additional users, teams, permissions, workspaces or organisational structures are required, the appropriate configuration can be established for the account.
Yes. BACI supports integration through its developer and technology partner capabilities.
The appropriate route depends on whether your organisation needs to connect an existing system to BACI, incorporate BACI capabilities into another product or operate BACI under a licensing arrangement.
BACI applies technical and organisational safeguards designed to protect customer information and maintain separation between organisations.
Further information about security, data handling and applicable controls is available through BACI's Security and Data Processing documentation.
BACI operates across more than 70 languages, supporting intelligence from different markets and linguistic environments.
Language availability may vary according to the source, market and BACI capability being used.
Yes. BACI is designed to support organisations operating within individual markets and across multiple countries and regions.
Market-specific analysis allows each country to be considered within its own commercial, regulatory and competitive environment.
Contact BACI Support. Your enquiry will be directed to the appropriate team for resolution.
If further assistance is required, the matter will be escalated to a named support contact who will coordinate it through to resolution.
Licensees, Business, Enterprise and other strategic customers receive enhanced support and escalation appropriate to their account and operational requirements.
Contact BACI Support and indicate that your enquiry contains confidential or commercially sensitive information.
The team will advise you on the appropriate channel for continuing the conversation.
RESPONSE TIMES
INDEPENDENT PROFESSIONALS AND AFFILIATES
Enquiries are reviewed by the BACI team and directed to the appropriate area for resolution.
Target response: within 48 hours.
ADVISORY, AGENCIES AND DEVELOPERS
Advisory, Agency and Developer accounts receive priority support reflecting their client, integration and operational requirements.
Target response: within 24 hours.
BUSINESS AND ENTERPRISE
Business and Enterprise customers receive priority support reflecting the operational requirements of their organisations.
Target response: within 24 hours.
LICENSEES
Licensees receive priority support appropriate to the operational responsibilities of their licensing arrangement, with escalation to a named contact where required.
Target response: same business day.
ESCALATION
NAMED SUPPORT CONTACT
When an issue cannot be resolved through the Help Centre or standard support channels, it is escalated to a named support contact who coordinates the matter through to resolution.
Licensees, Business, Enterprise and other strategic customers receive enhanced support and escalation appropriate to their account and operational requirements.
