All of our products come with free installation support. All Professional products including Dragon NaturallySpeaking Professional, Medical, Legal or our ProMed products, in addition to Olympus and Philips Pro equipment comes with this free technical support. This support is worth 1 hour and may be used as initial training, customization or remote installation. Beyond installation support or the initial 1 hour "use as you wish" support, you must have a support agreement in place. All non-pro products do include basic MFR support (in many cases, just 1 call for free). Available support plans are available as follows ;

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• Standard Support - Pay-As-You-Go Support *
For technical support on a pay-as-you-go basis, weekdays between 9 A.M. and 5 P.M. Eastern Standard Time. A support representative will call you back within 4 hours.* The cost for pay-as-you-go callback support is $125 per hour charged in 15-minute increments after the first hour. If we fail to call you back within 4 hours, the first 15 minutes are on us.***

• Premium Support plan - 1 year support agreement *
$299.95 at the time of purchase with software or $399 thereafter. You'll receive 4 hours of technical support plus all future support will be billed at $90 hourly. If purchased with Dragon NaturallySpeaking Pro products, you receive your 1 hour of free support included with all our Pro and above software purchases. That's a total of 5 hours. This plan is recommended to all Professional users of voice recognition software. All future support will be billed at $90 hourly. This support option is not available through a toll-free number.

• Premium Gold Support plan - 1 year support agreement *
$499.95. This support plan gives you 6 hours of technical support plus all future support will be billed at $75 hourly. If purchased with software, you receive your 1 hour of free support included* as stated above. That's a total of 7 hours. This plan is recommended to all Professional users. This support option is available through a toll-free number and is given priority telephone queue status and a guaranteed telephone response time of 2 hours during normal support hours (Monday through Friday 9 A.M. to 5 P.M. Eastern Standard Time).****

• Premium Platinum Support plan - 1 year support agreement w/software assurance *
$799.95. This support plan gives you 9 hours of technical support plus all future support will be billed at $75 hourly. If purchased with software, you receive your 1 hour of free support included* as stated above. That's a total of 7 hours. This plan is recommended to all Professional users. Furthermore, any software upgrades within 1 year from purchase of this agreement will be sent to customer at no additional charge. This support option is available through a toll-free number and is given priority telephone queue status and a guaranteed telephone response time of 2 hours during normal support hours (Monday through Friday 9 A.M. to 5 P.M. Eastern Standard Time).****

• Local / On site support
$175.00 hourly. Travel time is charged time @ 1/2 rate (or $90 hourly). 30 min or less. Travel is not charged. If customer is already enrolled in one of our Premium Support programs, then rates are $125.00 hourly and travel time is charged @ 1/2 rate (or 62.50 hourly).

• FOOTNOTES:

*Telephone support is available for Dragon NaturallySpeaking, all Language Translation software and all Recorders, Microphones and hardware. Each call is timed in 15 min increments. Terms and conditions of support, support features, pricing and support availability are subject to change at any time without notice. Support time may be used for customization and other services.

**New World Creations reserves the right to limit each telephone call to one hour. Excluding occasional downtime for systems and server maintenance, company events, observed US holidays, and events beyond our control.

***New World Creations guarantees that a technical support representative will respond to a pay-as-you-go telephone support request with a callback within 24 hours. New World Creations does not guarantee that it will provide resolutions to questions within the guarantee period. Response times are not guaranteed during downtime for systems or server maintenance, company events, observed US holidays or events beyond our control. If the guaranteed response time for a callback is missed, New World Creations will provide the first 15 minutes free for that call. If a technical support representative calls you back during the guaranteed response period and gets an answering machine or voice messaging system, the support representative will leave a message for you. No more callback attempts will be made by New World Creations, and the response time guarantee will have been met. When you call back for support, please provide the invoice number so that we can process your call as quickly as possible. Failure to contact you within the guarantee period because you are unavailable (e.g., your telephone number is busy, you aren't in the office, we can't leave a voice message, or any other reason) does not constitute New World Creations' noncompliance with the guarantee.

****Excluding occasional downtime for systems and server maintenance, company events, observed US holidays, or events beyond our control.