Technical Support

Dragon Support and Customer Care

Providing unparallelled, timely customer service and technical support to our clients is the goal of our entire team. The Dragon People at AWS are proficient with the entire Nuance Dragon product line, including both single user solutions and enterprise solutions. Our team strives to keep an expansive, up-to-date knowledge base, including solutions for common problems and requests in the speech recognition industry, as well as delivering technical excellence in word processing workflows, templates, and all electronic health record systems.

We're committed to always provide the 'best of the best' service to our customers.

Contact Options

USA Support

Business Hours:
Monday - Friday
8:30 AM - 5:00 PM (EST)

E-mail:
help@thedragonpeople.com
(ANYTIME)

For Remote Assistance

  • Call the phone number above
  • Open Internet browser and go to http://help.thedragonpeople.com
  • Wait for AWS rep to give you further instructions so he/she can screen share and take control of your computer

Technical support during normal business hours: If annual technical support is not purchased, a $90 per hour technical support rate (with a 15-minute minimum per incident) will be billed to the client for technical assistance related calls (to include phone calls to office lines and cell phones, e-mails, and any other request for technical assistance).

Technical support after hours, on weekends, and on holidays: If annual technical support is not purchased, a $100 per hour technical support rate (with a 15-minute minimum) will be billed to the client for technical assistance related calls (to include phone calls to office lines and cell phones, e-mails, and any other request for technical assistance).

AWS Support Contract

AWS offers support contract options on an annual basis.

AWS technical support covers support related to ordinary and reasonable use of speech recognition software and hardware (headphones, microphones and/or handheld recorders).

Notes:

  • Template development is not covered in the annual support contract.
  • Rates reduced for multiple user groups

Support Contracts Include:

  • Twelve (12)-month support contract
  • Phone support
  • 24/7 answering services for emergency/after-hour calls
  • Three (3) onsite tech support visits (which will be billed for travel only)

In addition to phone support, AWS will provide continuing support through e-mail. AWS has the ability to use remote access within system allowances to provide additional support as needed.

Note: AWS is not responsible for the physician’s finished dictation—review and correction may be required for accuracy. AWS is not responsible for client’s HIPAA compliance.

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