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Technical Support

Providing unparallelled, timely customer service and technical support to our clients is the goal of our entire team. The Dragoneers at AWS are proficient with all of the Nuance Dragon product line, including both the single user solutions and the enterprise solutions from the manufacturer. 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.

Our references reflect our commitment to our clients: to always provide the 'best of the best' service to our customers.

US Support:


US Business Hours:
Monday-Friday
8:30-5/Eastern

International Support:


International Business Hours:
Monday-Friday
8:30AM-5PM/AEST

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).

*Note: Template development is not covered in the annual support contract.

1. Annual Support Contract (per user) $ 600.00

2. Gold level/ After Hours Annual Support Contract (per user) $ 900.00
(Includes regular support during normal business hours, plus after hours, weekends & holidays)

**Rates reduced for multiple user groups

Support Contracts Include:

  • Twelve (12) month support contract
  • Phone support (office lines, tech lines & trainer’s cell phone)
  • Three (3) on-site tech support visits (*will be billed for travel only)

In addition to phone support, AWS will provide continuing support via 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 HIPPA compliancy.

Email: help@thedragonpeople.com (ANYTIME)

For Remote Assistance:
Call tech line or main line above.

  1. Double click the "Dragon Support" icon on your desktop (red/white/black AWS logo)
    ---OR---
    Open internet browser and go to http://help.dragonpeople.com
  2. Wait for your AWS rep to give you further instructions so he/she can share screen & control of your computer!

*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 related calls (to include phone calls to office lines and cell phones, emails and any other request for technical assistance) during normal business hours.

**After hours, weekends & holiday Technical Support - 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 related calls (to include phone calls to office lines and cell phones, emails and any other request for technical assistance) received .