Desktop Product Support

Nuance 90-day Product Support Warranty

Description
Nuance 90-day Desktop Product Support Warranty provides customers with unlimited access to Nuance Desktop Technical Support for the first 90 days of Product Ownership.  Access to Technical Support is limited to problems or issues experienced during installation, setup, configuration, reinstallation (not including data recovery) and during normal usage.  Hardware configuration must meet the system requirements for the software.  See the User’s Guide specific to the Nuance Desktop Software for system requirements.  The 90-day Desktop Support Warranty is effective upon the earlier of product registration or activation.

Coverage
Technical Support is available by telephone and web based “Question” based ticketing system.  Each separate problem or issue reported to Technical Support is defined as a separate “Question”.   All telephone and web based communications related to resolving that “Question” will fall under the single rate for that “Question”.

90-day Product Support Warranty Availability
90-day Product Support Warranty is available within the first 90 days of product ownership of the current versions of Nuance Desktop Software. The specific applications are Dragon NaturallySpeaking, MacSpeech Dictate, OmniPage, PaperPort, PDF Converter, PDF Create and PDF Converter Professional.  Product Registration is required to receive the 90-day Product Support Warranty.

Support Post 90-day Product Support Warranty

Description
Support is available for Nuance Desktop Software after the 90-day Product Support Warranty has expired at the per-Question rate listed below.  Support post Product Support Warranty is only available for current and mature versions of Nuance Desktop Software.  Mature versions are defined as the version number prior to the current version or the latest version number if it was released more than 2 years ago.  Support is not available for Nuance Desktop Software that is considered Legacy. Legacy software includes products that are more than one version behind the current version or that have reached end of life.

Software Updates

From time to time, Nuance will release bug-fix only software updates to remedy issues with our Desktop products.  Bug-fixes are provided free of charge as a download from within the Desktop Software and/or from the Nuance website.

Support Definition and Rates

Support “Question” Definition
Nuance defines a support Question as a specific, discrete issue that can be addressed by isolating its origin to a single cause. Nuance, in its sole discretion, will determine what constitutes a support Question.  A support Question has reached resolution when the customer receives one of the following:

• Information that resolves the issue
• Information on how to obtain a bug-fix only software solution that will resolve the issue
• Notice that the issue is caused by a known, unresolved issue or an incompatibility issue with the supported product
• Information that identifies the issue as being resolved by purchasing an upgrade to a newer release of the supported product
• Notice that the issue has been identified as a hardware equipment issue
• Information that isolates issue to a third-party product, not supported by Nuance

Per-Question Rates