Support

Support for Nuance omni-channel solutions

Find answers for your support questions

Product discontinuation notice: SpeechAttendant and Open SpeechAttendant. Visit here to learn more.

Nuance Network

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

  • Submit or update support incidents
  • Download products
  • Browse our knowledge base
  • View our latest product releases
  • View our obsolescence policy
  • Manage individual account details
Login to Nuance Network

Nuance omni-channel offers four types of support:

1

Nuance SDK Support
  • Five (5) support incidents per year
  • 8:30 am to 5:30 pm 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 updated (bug fixes), i.e. 3.0.4 to 3.0.5

2

Nuance Premium Support
  • Unlimited support incidents
  • 8:30 am to 5:30 pm during business days
    Customers 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
  • 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 (4) hours, anytime, 24 hours a day, 7 days a week
  • During Nuance's office hours, Nuance Technical Support will respond to emergencies within thirty (30) minutes

4

Nuance Application Support
  • Support for customer's custom application developed by Nuance Professional Services
  • Unlimited support incidents
  • 8:30 am to 5:30 pm during business days
    Customer selects Eastern US Time, Central European Time or India Standard Time
  • 24x7 emergency response to all Critical (Severity 1) incidents
  • Contact via online portal and phone
  • Incident self‑service and management via Nuance Network

Get support

Nuance Direct End User Product Support Services guide
Nuance Direct End User 24x7 Application Support Services guide
Nuance Hosted VOC Analytics Support Services Guide
Nuance VAR Support Services guide
Nuance VAR 24x7 Application Support Services guide

Nuance network login

B2B service portal for omni‑channel products and solutions
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