Customer Support Commitment

Superior customer service is a top priority at Diagenix. Our Support Center is staffed by an experienced team of engineers and network technicians. Our staff is ready to answer product and service related questions, with a commitment to:

• Respond to support requests within specified service level agreements
• Provide status and updates regarding issue resolution
• Escalating issues to the appropriate channels as required
• Improving our service offerings and support processes

Support Plans

We offer a comprehensive set of support offerings ranging from standard business hours coverage to premium support with continuous 7x24, 7 days a week coverage. Our customers are able to select the support offering that best fits their needs and complements their internal technical support capabilities.

Diagenix Software Maintenance & Support

Maintenance Plan: Diagenix offers two different types of Maintenance and Support plans for supporting application software and technology:

• Premium
• 24x7

To view more detailed information about the plan please download the Software Maintenance & Support Program Overview located in the document library to the right of this page.

Nuance Software Maintenance & Support

Maintenance Plan: Diagenix offers two different types of Maintenance and Support plans for supporting Nuance software and technology as described below.

• Premium
• 24x7

To view more detailed information about the plan please download the Nuance Maintenance & Support Program Overview located in the document library to the right of this page.

Server and Hardware Support

Support Plans: Diagenix (DGX) offers four different levels of Sever and Hardware Support including an option to add Remote Monitoring and Remediation to any one of the Plan Types that are in addition to our standard one year Warranty program as described below.

• Standard
• Extended
• Premium
• On-Site

To view more detailed information about the plan please download the Server and Hardware Support Overview located in the document library to the right of this page.

Application Support

Diagenix offers Application Support services for Diagenix developed speech applications once in production. Services include but are not limited to:

• Extended warranty from software application errors
• 8x6 or 24x7
• 4 hour response time from initial ticket
• Back-up and source control