NUANCE TECHNICAL SUPPORT PROCESS APPLICATION SUPPORT

Transcription

1 26 th, November 2018 NUANCE TECHNICAL SUPPORT / Version NUANCE TECHNICAL SUPPORT PROCESS APPLICATION SUPPORT Nuance Communications, Inc. All rights reserved

2 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version Table of Contents Quick-Reference Guide How To Contact Us... 3 How to Submit an Incident... 4 How to Submit a Critical (Severity 1) Incident... 5 What to Include when Submitting an Incident... 6 Management Escalations... 7 Office Hours and Holidays... 8 Incident Severity Description... 9 Incident Status Description Incident Response Guidelines How to Request a Nuance Network Account Support Programs... 13

3 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version Quick-Reference Guide How To Contact Us STEP 1 The Best Method The preferred contact method is through our online support portal To open an incident, go to our Nuance Network website ( This is the most efficient contact method your incident will follow a mature and efficient response process. If at all possible, please use this method. STEP 2 Alternative Path If you are not able to contact our online portal, your back-up method is to call our support line. Please use this approach only when you cannot access our portal ( During your business hours, please call: US: APAC: (61) or (Australia only) EMEA: Send to initiate incident at ms.support@nuance.com with the following in the subject line o ((your customer id)) STEP 3 Severity 1 Production System Down Incidents If you have a production system down issue, you best path is to follow step 1 and open a Severity 1 incident at This will automatically page the appropriate support engineer who will respond to your incident 24x7. Alternatively, if you do not have web access, you can call our paging service at They will take down your information and contact the appropriate support engineer to call you back. If you need to escalate an issue, you can refer to the management escalation contacts in this THE FOLLOWING PAGES PROVIDE EXPANDED DETAIL ON THE CONTACT INSTRUCTIONS

4 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version How to Submit an Incident The preferred way to submit an incident to Nuance Technical Support is to open an incident on the Nuance Network web site ( If the website is down or for some reason you do not have internet access, you can also submit incidents through the support line during your business hours. The phone numbers are available below. Whether it is received through Nuance Network or by phone, your issue(s) will be entered into Nuance's Application Support Tracking database, and assigned a tracking number (one incident per issue, to ensure each issue is tracked to resolution). Submitting via Nuance Network web site Whenever possible, please contact Application Support by registering new issues or updating existing issues via our Nuance Network web site ( in the Application Incidents section: On the Open Support Incidents page o You can click on the create a new incident button to create a new Support incident o You can also see your open support tracking (ST) incidents and all the other open incidents from your Company not opened by you. o You can select an incident to view the details of that incident or to update it with more information. o NOTE: A ticket opened as a Severity 1, will automatically page the appropriate support engineer who will respond promptly to your incident On the Closed Support Incidents page o You can see your closed support tracking (ST) incidents that you opened and all the other closed incidents from your Company not opened by you. o You can select an incident to view the details of that incident. Logging the support incident via Nuance Network gives you an opportunity to explain the problem completely, and to provide additional information like error messages, debug logs, code samples and other information useful for diagnosing and resolving the problem. Submitting via phone To reach Nuance Application Support by telephone during business hours, please call: US: APAC: (61) or (Australia only) EMEA: Send to initiate incident at ms.support@nuance.com with the following in the subject line o ((your customer id))

5 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version How to Submit a Critical (Severity 1) Incident The preferred way to submit a Critical (Severity 1) incident to Nuance Technical Support is to open a Critical (Severity 1) incident on Nuance Network ( The incident tracking system will automatically page the engineers on duty when a Critical incident is opened. If the incident is not responded to, the Nuance Support Managers, followed by the Nuance Technical Support Director are paged. This process is automatic and will repeatedly reissue the page until the incident is updated by a Nuance Support Engineer. If you have not received a call back within targeted guidelines after opening a Critical incident on Nuance Network ( or if Nuance Network is unavailable, you can reach the Nuance Technical Support using our back up paging system. Page by Phone o Call: o o Your call will be answered by our paging service Please provide the following information: Name Company name End User or Deployment or Application This is very important to allow us to route your incident to the right PS consultant Telephone number address Severity of issue

6 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version What to Include when Submitting an Incident Describe any question(s) or problem(s) you have in as much detail as you can. For instance, it's usually helpful for Nuance Technical Support to understand: What are you trying to accomplish, over all? What did you expect to happen? What happened instead? How repeatable is the problem? Does a given problem only appear in one context, but everything works okay in another context? If everything used to work for some time, then the problem started appearing, do you know of any changes that were made? What else might have changed? Are any messages, especially error messages, seen anywhere? Please include as much diagnostic information as you can: Configuration files. Command lines used to start applications Debug logs. Nuance System Administrators restrict s attachments to 2M or less in size. You may work around this restriction by sending large attachments in separate s. Or you may want to upload files to Nuance's ftp site. Once you open the incident, the Nuance Technical Support engineer will provide you with FTP instructions. In addition, please be sure the support tracking incident report includes: Your name. Your company's name. Your telephone number. Product and version of your Nuance software. Operating system, for example Windows 2003, Linux 4.0 VXML platform or Telephony board. (vendor, model & version)

7 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version Management Escalations If you need to escalate one of your Technical Support Incidents please contact one of the Nuance Technical Support Managers: First Level Nicolas Maurice Manager, Technical Support Tel : Cell: Nicolas.Maurice@nuance.com Second Level Ming-Bong Lee Director, Technical Support Tel: Cell: mblee@nuance.com

8 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version Office Hours and Holidays Nuance US office hours are 8 AM to 5 PM Eastern Time, Monday through Friday, except for the following holidays: New Year s Day Martin Luther King Day President s Day Memorial Day Independence Day Labor Day Thanksgiving Christmas 2019 Nuance US Holidays January 1 st January 21 st February 18 th May 27 th July 4 th July 5 th September 2 nd November 28 th November 29th December 24 th December 25 th

9 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version Incident Severity Description Severity Severity 1 (Critical) Description Means a catastrophic error in the Covered Application, which causes a complete (100%) loss of service. Example: Production Servers are completely down. Severity 2 (Urgent/High) Means a non-catastrophic Error in the Covered Application that causes significant degradation of application functionality or customer access (50%+ loss of functionality). Severity 3 (Normal/Medium) Means a non-catastrophic Error in the Covered Application that: (i) has an impact on operational but not considered to significantly impact overall application availability or performance, and (ii) causes less than 50% percent degradation of performance. Example: Multiple users encountering problems. Severity 4 (Informational/Low) Means an Error in the Covered Application that: (i) has minimal current impact on the user; and (ii) causes a malfunction of a non-essential product feature.

10 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version Incident Status Description Status Who has the next Action Description New Nuance Recently opened, Not yet assigned, Nothing has happened yet. Response Req'd Nuance Customer has requested a response or, Customer has added additional information to the incident. Comment Added Nuance Someone internally has added a comment without taking ownership of the incident. Work In Progress Nuance Currently being worked on by the assigned Technical Support Engineer. Awaiting Response Nuance The assigned Technical Support Engineer is awaiting information from an internal resource. Waiting For Fix Nuance This problem is most likely a bug, The sustaining team is currently working on finding a solution, Service pack number and availability is not yet known. Fix Future Release Nuance This incident requires a service pack and the fix is known and planned, The expected delivery date of the service pack has been communicated to the customer, Customer agrees with the planned delivery date. Awaiting Customer Customer Nuance requested additional information from customer. Typically no more work will be done by Nuance until the information is provided. Await Verification Customer A resolution has been provided to the customer and Nuance is waiting for the customer to close the incident. Closed Nobody Problem solved, No further action will be taken.

11 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version Incident Response Guidelines Error Severity Initial Response Goal Activity Resolution Method Critical (24/7 Support) 4 hours continuous effort patch/work around High 8 hours continuous during business hours patch/work around Medium 24 business hours business hours patch as required Low 48 business hours as required as needed All times are business hours or business days except 24x7 Support Severity 1. * Please note that any non-critical severity incidents opened during non-business hours will be responded to during the next business hours window. In cases of discrepancies between these Incident Response and Resolution Guidelines and those specified in your contract, the guidelines within your contract prevails.

12 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version How to Request a Nuance Network Account To set up a new account, navigate to Nuance s support web site at and click the create an account link and fill the online form Please allow 2 business days for processing.

13 26 th, November 2018 NUANCE TECHNICAL SUPPORT/ Version Support Programs Application Support (24x7) Nuance Application Support includes: Unlimited Support Incidents 8 am to 5 pm during business days. 24x7 emergency response to all Critical (Severity 1) incidents Contact via online portal and phone Incident self-service and management via Nuance Network (