Support

Enterprise Speech Solutions

Customers and partners who have a business‑to‑business relationship with Nuance can log into Nuance Network to:

  • Submit or update support incidents
  • Download products
  • Browse our knowledgebase
  • View our latest product releases
  • View our Obsolescence Policy
  • Manage individual account details

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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