1. Scope of Agreement

1.1 These Terms and Conditions ("Agreement") govern the annual Support, Maintenance and Upgrade Assurance services supplied by VoiceX Communications Pty Ltd ("VoiceX") to customers ("Customer") purchasing or renewing VoiceX's Dragon Professional v16 Enterprise/Group Volume Licensing Agreement (VLA) Annual Maintenance & Support.

1.2 This Agreement includes technical support provided by VoiceX and Upgrade Assurance for the eligible Dragon Professional licences identified in the Customer's quotation or invoice.

1.3 Upgrade Assurance is included as part of this specific Enterprise/Group VLA Maintenance & Support offering. It is not automatically included with other Dragon Professional licence types.

1.4 This Agreement operates alongside the applicable Nuance End User Licence Agreement (EULA) and the VoiceX General Terms and Conditions .

2. VoiceX Technical Support Services

2.1 During the active agreement period, VoiceX provides local technical support to the Customer's authorised IT personnel and end users.

2.2 Support is available by telephone, email and remote computer access and includes:

• Troubleshooting Dragon software errors, crashes and performance issues.
• Assistance with installation, activation, configuration and user profiles.
• Troubleshooting speech recognition accuracy, vocabulary and microphone configuration.
• General technical assistance with Dragon functionality.
• Investigation of software licensing and compatibility issues.
• Assistance with software updates and routine configuration.
• Escalation of software defects and development-related issues to Nuance (Microsoft), where required.

2.3 Routine technical support for the covered Dragon licences is included without additional per-incident support charges.

2.4 Where an issue requires investigation or correction by Nuance (Microsoft), VoiceX will coordinate the escalation where appropriate and provide reasonable progress updates to the Customer.

2.5 VoiceX will use reasonable efforts to resolve reported technical issues promptly. Resolution may depend on the Customer's IT environment, access, third-party systems or assistance from Nuance (Microsoft).

3. Software Maintenance & Upgrade Assurance

3.1 Upgrade Assurance is included as part of the VoiceX Dragon Professional v16 Enterprise/Group VLA Annual Maintenance & Support Agreement.

3.2 During the active agreement period, the Customer is entitled to eligible Dragon Professional software updates, patches and new version upgrades released and made available by Nuance (Microsoft), in accordance with the publisher's licensing entitlements.

3.3 Eligible software upgrades are supplied without additional software upgrade licence fees.

3.4 Upgrade Assurance does not guarantee that Nuance (Microsoft) will release a new software version, update or particular feature during the agreement period.

3.5 VoiceX can provide routine technical guidance relating to eligible software updates and upgrades.

3.6 Major version deployments, enterprise rollouts, system migrations and extensive implementation services are not included unless separately agreed or quoted.

3.7 Upgrade Assurance entitlements cease when maintenance coverage expires, subject to the publisher's licensing conditions.

4. Service Level Agreement (SLA)

4.1 Support Availability

VoiceX Technical Support is available during the following standard business hours:

Support requests may be submitted by telephone or email.

4.2 Incident Priorities & Response Times

4.3 Response & Resolution

4.3.1 Response times are targets for initial acknowledgement and assessment of an incident and do not represent guaranteed resolution times.

4.3.2 Response times are calculated during VoiceX's standard support hours. Requests received outside these hours will be assessed from the next business day.

4.3.3 VoiceX will determine incident priority based on the severity and operational impact of the reported issue.

4.3.4 VoiceX will use reasonable efforts to investigate and resolve incidents promptly.

4.3.5 Where resolution depends on Nuance (Microsoft), the Customer's IT team or another third party, VoiceX will coordinate assistance as appropriate but cannot guarantee a resolution timeframe.

5. Customer Responsibilities

The Customer agrees to:

• Maintain valid Dragon software licences and an operating environment supported by the software publisher.
• Provide reasonable access to relevant computers, authorised users and IT personnel when required.
• Maintain appropriate backups of Dragon user profiles, custom vocabularies, commands and other important data.
• Authorise remote support sessions and maintain appropriate security and privacy controls.
• Provide sufficient information to assist VoiceX with technical diagnosis and troubleshooting.
• Maintain the Customer's own computer hardware, operating systems, networks and third-party applications.

6. Services Not Included

Unless separately agreed in writing, the annual Maintenance & Support Agreement does not include:

• Formal end-user training beyond incidental technical support guidance.
• On-site technical support visits.
• New enterprise deployments, extensive installations or major system migrations.
• Extensive custom vocabulary development, scripting or voice command creation.
• Hardware repairs, network administration or operating system support.
• Technical support for unrelated third-party software or products.
• Remediation of unsupported or incompatible IT environments.
• Project work and professional services outside routine Dragon technical support.

Where additional services are required, VoiceX may provide a separate quotation for Customer approval.

7. Agreement Term, Payment & Renewal

7.1 Maintenance & Support is provided for a 12-month period unless a different term is specified in the Customer's quotation or invoice.

7.2 Fees are payable annually in advance unless alternative payment arrangements have been agreed in writing.

7.3 Agreements do not automatically renew. VoiceX will ordinarily issue a renewal quotation before expiry.

7.4 Renewal requires written Customer authorisation, which may include acceptance of a quotation, a purchase order or an email instruction.

7.5 Once the agreement period has commenced, cancellation due to change of mind or non-use does not ordinarily entitle the Customer to a refund for the remaining period, subject to applicable statutory rights.

7.6 When coverage expires, VoiceX technical support and the associated Maintenance and Upgrade Assurance entitlements cease.

7.7 Expiry of Maintenance & Support does not itself terminate an underlying perpetual Dragon software licence. Continued use of the software remains subject to the applicable Nuance licensing agreement.

7.8 Reinstatement of expired maintenance coverage is subject to Nuance's eligibility requirements, applicable fees and product availability.

7.9 Any variation to the agreed service scope or term must be confirmed in writing by both parties.

8. Nuance Software Licence Agreement

8.1 Dragon Professional v16 is developed and licensed by Nuance Communications, a Microsoft company.

8.2 Use of the software is governed by the applicable Nuance End User Licence Agreement (EULA) and any separate applicable volume licensing agreement.

8.3 The Nuance licensing agreements govern software ownership, permitted use, licence rights and publisher entitlements.

8.4 This VoiceX Agreement governs the separate technical support, maintenance coordination and related services supplied by VoiceX.

8.5 Customers should review and comply with the applicable Nuance licensing terms.

9. Liability & Applicable Law

9.1 VoiceX will provide its support services with reasonable care and skill but does not guarantee resolution of every software defect, compatibility issue or development-related problem, particularly where resolution depends on Nuance (Microsoft) or another third party.

9.2 Nothing in this Agreement excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, including applicable Australian Consumer Law protections.

9.3 This Agreement is governed by the laws of Victoria, Australia, subject to any mandatory statutory rights applicable to the Customer.