Help with CTCAE by Burna AI.
You are using the app at a trial site. Here is who to ask, what to send us, and how long we’ll take.
START HERE
Your research team.
Your site holds your account, your study assignments and your patients’ records. For access to a study, a correction to a patient’s chart, or anything clinical, your coordinator or PI can act today. We cannot.
THE APP ITSELF · HELLO@BURNA.AI
Email us.
Something crashed, a grade looks wrong, a screen won’t load, or you want a capability the app hasn’t got yet. Write to us and we’ll route it internally.
What to put in the message.
Six lines get you a real answer on the first reply. Without them we’ll write back asking for them.
App version and build
Settings, then About. The build number matters as much as 1.2.
Device and OS version
iPhone 15 Pro on iOS 18.4, for example.
Your site and study
By name. It tells us which configuration you are on.
The item ID
Copy it from the visit or the signature queue. Never the name.
What you expected, and what happened
One line each is plenty.
When it happened
Date, time and time zone. It lets us find your session in the logs.
PHI IN A SUPPORT REQUEST
Send the ID. We’ll find the patient.
Support mail arrives in an ordinary inbox, outside the platform and outside its audit trail. Keep names, dates of birth, medical record numbers and screenshots of clinical text out of your message.
An item ID is enough. We’ll open the record on our side, under the same audit trail your site sees.
If something has already gone out that shouldn’t have, tell us. We’ll delete it and confirm in writing, and your site stays the system of record either way.
DIRECT LINES
Three questions with their own desk.
- security@burna.aiA security issue, or a vulnerability you want to report
- privacy@burna.aiA privacy question, or a data rights request
- accessibility@burna.aiA barrier you hit using the app with assistive technology
We answer support mail within 2 business days. When a visit is blocked, put URGENT in the subject line and you’ll hear back the same working day.
Evaluating Burna AI for your site?
That conversation lives on the contact page, with a demo booking and the inbox for commercial questions.