Support Policy

2. Scope of Support

Our support services are exclusively available to registered users and customers who have purchased products, subscriptions, or services directly from blockchain-council.org or through our authorized reseller partners. Support is provided for the current and immediately preceding version of our Platform and products.

By using any part of the Platform, submitting a support request, or contacting our team, you acknowledge and accept the terms outlined in this Support Policy.

3. What Our Support Covers

Our support team provides assistance with the following areas for products, subscriptions, and services purchased directly on blockchain-council.org:

Before submitting a support request, we recommend checking our FAQ section and Knowledge Base, as your question may have already been answered.

4. What Our Support Does Not Cover

The following areas fall outside the scope of our standard support services:

5. Support Channels

You can reach our support team through the following channels, listed in order of recommended priority:

6. Response & Resolution Times

We strive to respond to all support inquiries as quickly as possible. The following are our target response and resolution times based on the nature of the request:

7. Priority Levels

Support requests are classified into the following priority levels to ensure appropriate allocation of resources:

8. Support Hours

Support requests received outside business hours, on weekends, or on public holidays will be addressed on the next business day. Critical security issues (P1) may receive expedited attention outside normal hours at BCC's discretion.

9. Escalation Process

If you are not satisfied with the support you have received, or if your issue has not been resolved within the target timeframes, you may escalate your request through the following process:

10. Self-Service Resources

We maintain a comprehensive library of self-service resources designed to help you resolve common issues quickly, without waiting for a support response:

• Frequently Asked Questions (FAQ) — covering account setup, course access, certifications, payments, and technical requirements.
• Knowledge Base articles — detailed guides on navigating the Platform, troubleshooting common issues, and maximizing your learning experience.
• Step-by-Step Guides — comprehensive how-to articles on specific topics and processes.
• Video Tutorials — walkthroughs for account setup, dashboard navigation, and course completion.
• Community Forums — connect with other BCC learners and alumni to share tips and solutions.

11. User Responsibilities

To help us assist you efficiently, we ask that you:

• Provide accurate and complete information when submitting support requests, including your registered email, order ID, and a detailed description of the issue.
• Include screenshots, error messages, browser details, and steps to reproduce the issue where applicable.
• Check the FAQ and Knowledge Base before submitting a ticket — your question may already have an answer.
• Respond promptly to follow-up questions from our support team to avoid delays.
• Maintain courteous and respectful communication with support staff. Abusive, threatening, or harassing behavior will not be tolerated and may result in refusal of support.
• Use supported browsers and devices as recommended on the Platform for optimal experience.
• Keep your account credentials secure and do not share them with unauthorized parties.

12. Platform Maintenance & Downtime

BCC may periodically perform scheduled maintenance on the Platform to deliver updates, security patches, and performance improvements. During maintenance windows:

• We will provide advance notice of planned maintenance via email or in-Platform notifications whenever possible.
• Scheduled maintenance is typically performed during off-peak hours to minimize disruption.
• Access to courses, certifications, and other services may be temporarily unavailable during maintenance.
• Emergency maintenance for critical security or stability issues may be performed without advance notice.

BCC shall not be liable for any inconvenience, loss, or damage arising from scheduled or emergency maintenance activities.

13. Certification-Specific Support

For issues specifically related to certification programs, our support team can assist with:

• Accessing enrolled certification courses and related materials.
• Exam scheduling, rescheduling, and technical issues during examinations.
• Certificate download, digital badge issuance, and credential verification.
• Re-issuance of certificates in case of name corrections (with valid documentation).
• Transferring enrollment between equivalent programs (subject to availability and policy).
• Providing letters of completion or enrollment confirmation for employer verification.

Please note that certification-specific support does not include tutoring, exam answers, or any form of academic dishonesty assistance. Users found to be requesting such assistance will be reported in accordance with our Terms and Conditions.

14. Changes to This Policy

BCC reserves the right to amend this Support Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this Policy periodically to stay informed about our support practices.

Material changes to response times, support scope, or available channels will be communicated via email to registered users at least 14 days before taking effect, where practicable.

15. Contact Us

If you have any questions about this Support Policy or need assistance, please reach out through any of the following channels: