Rimini Support™ for Nuance Products: Dragon Medical & More

Run your Nuance software for as long as you want

You want to extend the life of your Nuance products and keep them stable, maximizing the full value of your investment while giving time back to your teams to work on higher-priority initiatives. The vendor has other plans for you.

With Rimini Street, the global leader of third-party support for hundreds of mission-critical products, your business continuity is strengthened, and innovation moves forward when it makes business sense — not when the vendor dictates.

Rimini Support™ for Nuance keeps existing software stable, secure and supported, reducing risk and operating costs. With a high-touch, ultra-responsive support experience, you get coverage that includes customizations, industry-leading SLAs and guidance aligned to your business needs so that you retain roadmap control.

Join thousands of organizations across the globe that have rated Rimini Support with a stellar 4.9 out of 5.0 client satisfaction rating and see what you can achieve when you go beyond break/fix support.

Resolve issues fast

Get a 10-minute response time for Priority 1 (P1) critical issues, delivered on average in less than two minutes, and a 4-hour resolution* time for P1 cases — all guaranteed.

Maintain customizations

Receive full support for customized Nuance environments, including defect analysis and root-cause remediation — where the majority of real-world issues occur.

Stay on your release

Run Nuance on your terms. Keep existing releases supported, avoid unnecessary upgrades and unpredictable cloud costs and maintain stable, interoperable systems, so you stay focused on your business.

Compare Rimini Support vs. typical vendor support

Rimini Street delivers comprehensive, 24/7/365 support led by senior-level software engineers, backed by a global team of experts and supercharged by patented, proprietary AI apps. With Rimini Support for Nuance, you can set your own IT roadmap rather than defaulting to the vendor’s, extending the life and value of your existing investment with guaranteed support for up to 15+ years from the time you switch to us — no unwanted upgrades or updates required.

View the detailed chart below to compare Rimini Street to typical vendor support.

Support Features	Rimini Street	Typical Vendor Support
Support Services
Product break/fix support
Operational and configuration support
Installation and upgrade support
Named, regional Primary Support Engineer with a team average of 20+ years of experience
Vendor-agnostic account management services
10-minute guaranteed response SLA for critical cases with 2-hour update communications
4-hour target resolution* time SLA for critical cases
Full support with no required upgrades
Full support for customizations for all case priority levels, regardless of the development tools used
Personalized performance tuning support
Compatibility and integration support for diversified vendor products and tech stack components in client-tested environments
Full support of existing release for up to 15 years or more from contract date
Advisory Services
Technical, functional and application roadmap advisory services
Vendor-agnostic cloud advisory services
License advisory services
Security advisory services
Interoperability advisory services
Impact on Operations
Significant improvement and efficiencies in software operations
Independence from vendor-dictated roadmap

*Resolution can be a solution, a workaround or an action plan

Independence from vendor-dictated roadmap

Support for Nuance provides exceptional support across a wide range of Nuance products and modules used in contact centers, healthcare and enterprise environments. Experience the depth and breadth of Rimini Street’s Nuance expertise with a partnership that delivers clarity, stability and confidence.

Nuance IVR / ASR / TTS modules
- Speech Suite
- Nuance Recognizer (Tier 3 and Tier 4)
- Nuance Vocalizer and Vocalizer Offline
- Dialog and Dialog modules

Dragon Medical Practice Engine
Dragon Voice
Dragon PowerMic Mobile
Disaster Recovery
Nuance Management Center

“Rimini Street takes ownership of the entire support experience. When we make a call, an expert engineer is available to speak right away and works on a problem immediately, which has been a refreshing change... With Rimini Street, we know they will be a long-term trusted partner.”

Dave Jackson, CIO, Welch Foods

FAQs

What are my options when a vendor stops supporting a product or version that we still use in production?

It’s not uncommon for a vendor to reduce or eliminate support for selected versions of products after they’ve been available for a few years. When that happens, and even before, a customer can opt for self-support, continue to pay the vendor for reduced support or choose to extend support from a third-party support provider such as Rimini Street. Rimini Street guarantees support for your existing software versions for 15 years or more.

How does Rimini Support™ compare to vendor support?

Rimini Support™ is more responsive and more comprehensive than typical vendor support. Rimini Street provides support for your customizations that a vendor typically doesn’t. We also offer industry-leading SLAs for response time and case update communications, so you’re engaged quickly and informed regularly about the progress of every open case. Our follow-the-sun support model means you’re covered 24/7/365 by a global team of experts that surrounds you with service. Downtime is costly — get to resolution faster with expert support from Rimini Street.

What are Rimini Street’s response times for support cases?

Street offers industry-leading SLAs, ensuring that our clients receive prompt support for issues that occur in their mission-critical systems. Our guaranteed response times are as follows:

P1 (Critical) issues: 10 minutes or less, with updates every 2 elapsed hours
P2 (Serious) issues: 15 minutes or less, with updates every 4 business hours
P3 (Standard) issues: 1 business day, with updates every 5 business days
P4 (Q&A) issues: 1 business day, with updates as appropriate

Our average response time for P1 and P2 issues is less than 2 minutes. For P1 and P2 issues, clients receive responses from a dedicated Primary Support Engineer (PSE) from our team with an average of 20 years of experience. Learn more about what to expect from Rimini Street support and services.

Can Rimini Street support other software products in our portfolio?

Rimini Street supports hundreds of software products from dozens of software vendors. You can see the list here. Want us to support a product that’s not listed? Just let us know, and we’ll consider taking it on through our Rimini Custom™ program. A single, trusted support provider across multiple products means less handoff issues, seamless experiences and greater accountability.

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 Get extraordinary support for Nuance

Request a proposal to learn how you can extend the life and value of your investment with Rimini Street’s proven, independent support for Nuance. Reduce costs, avoid disruption and keep critical environments running smoothly, on your own terms and timeline.

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Rimini Support™ for Nuance

Run your Nuance software for as long as you want

Resolve issues fast

Maintain customizations

Stay on your release

Compare Rimini Support vs. typical vendor support

Support Features

Rimini Street

Typical Vendor Support

Support Services

Product break/fix support

Operational and configuration support

Installation and upgrade support

Named, regional Primary Support Engineer with a team average of 20+ years of experience

Vendor-agnostic account management services

10-minute guaranteed response SLA for critical cases with 2-hour update communications

4-hour target resolution* time SLA for critical cases

Full support with no required upgrades

Full support for customizations for all case priority levels, regardless of the development tools used

Personalized performance tuning support

Compatibility and integration support for diversified vendor products and tech stack components in client-tested environments

Full support of existing release for up to 15 years or more from contract date

Advisory Services

Technical, functional and application roadmap advisory services

Vendor-agnostic cloud advisory services

License advisory services

Security advisory services

Interoperability advisory services

Impact on Operations

Significant improvement and efficiencies in software operations

Independence from vendor-dictated roadmap

Independence from vendor-dictated roadmap

“Rimini Street takes ownership of the entire support experience. When we make a call, an expert engineer is available to speak right away and works on a problem immediately, which has been a refreshing change... With Rimini Street, we know they will be a long-term trusted partner.”

FAQs

What are my options when a vendor stops supporting a product or version that we still use in production?

How does Rimini Support™ compare to vendor support?

What are Rimini Street’s response times for support cases?

Can Rimini Street support other software products in our portfolio?

Additional resources

Get extraordinary support for Nuance

 Get extraordinary support for Nuance