Enterprise Speech Solutions

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Enterprise speech has three (3) types of support offerings: SDK Support, Premium Support and 24x7 Support.

1) Nuance SDK Support includes:

• Five (5) Support Incidents per year
• 08:30 to 17:30 during business days
  Customer selects Eastern US Time, Central European Time or India Standard Time
• Access to all information available on the Nuance Network support web portal
• Maintenance Updates (Bug fixes), i.e. 3.0.4 to 3.0.5

2) Nuance Premium Support includes:

• Unlimited Support Incidents
• 08:30 to 17:30 during business days
  Customer selects Eastern US Time, Central European Time or India Standard Time
• Access to all information available on the Nuance Network support web portal
• Maintenance Updates (Bug fixes), i.e. 3.0.4 to 3.0.5
• Product Upgrades (New features & enhancements)
• Major Upgrades, i.e. 8.0 to 9.0
• Minor Upgrades, i.e. 8.0 to 8.5

3) Nuance 24x7 Support includes:

• Nuance 24x7 Support extends Nuance Premium Support
• 24x7 Support adds after-hours emergency access to Nuance Technical Support
• Nuance Technical Support will respond to after-hours emergencies within four hours, anytime, 24 hours a day, 7 days a week
• During Nuance's office hours, Nuance Technical Support will respond to emergencies within thirty minutes

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Nuance Support Services Guide: Direct End User & VAR

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