What is complimentary support?

Complimentary software support provides telephone and web based support for installation, launch, or reinstallation (not including data recovery) when your hardware configuration meets the minimum system requirements for the software. See the User’s Guide specific to the Nuance Desktop Software for system requirements.

How much complimentary support do I get?

Unlimited complimentary support incidents within the first 90 days of product ownership is included with the current versions of Nuance Desktop Software. The specific applications are Dragon NaturallySpeaking, OmniPage, PaperPort, PDF Converter, PDF Create and PDF Converter Professional. Registration is required to receive complimentary support.

Is support available after the complimentary period?

Support is available for Nuance Desktop Software that is current version or mature for a fee. Mature software includes products that are one version behind the current version or that were 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.

How does Nuance define “support incident?”

Nuance defines a support incident 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 incident. A support incident has reached resolution when the customer receives one of the following:

• Information that resolves the issue
• Information on how to obtain a 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 upgrading 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