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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
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(Open a new window)