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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