Electronic Mail Interface to Technical Support (EMITS)

If you want to e-mail us about an existing problem or you are unable to submit a problem through our online form, you can use the Electronic Mail Interface to Technical Support (EMITS). E-mail messages sent via this method must be in the specific formats that are described below.

Use E-mail to Contact Us About An Existing Problem

Send an e-mail message to support@sas.com.
Include the 10-digit tracking number that you received in your earlier confirmation in the subject line of the message as shown in the following example:

To:      support@sas.com
From:    <your e-mail address>
Subject: 7612345678 <10-digit confirmation number>

Here's more information regarding the problem we talked about earlier:

The SAS files are mounted read-only from a file server. Please send your

response via e-mail since I will be in and out of the office the rest of the day.

Ensure that all pertinent information is included in the body of the message.

Note: The 10-digit tracking number for your problem is associated with your account information. You, therefore, do not need to specify your site, release, operating system, and so on, when sending information for an existing track.

When you send the e-mail message, EMITS adds the message to the track (as configured in the suggested format above) and notifies the consultant or analyst for that track that new information is available.

If you send an e-mail message regarding a track that has been resolved, you will be notified by e-mail that the problem you referenced is no longer active. A new tracking number will be assigned to initiate further action on your problem.

Use E-mail to Open a New Track with SAS Technical Support

Send a separate e-mail message for each distinct problem.

Send an e-mail message to support@sas.com.
In the body of your e-mail message, use the following format exactly as shown below to include control records with information about you and the type of problem you are tracking:
Note: A colon (:) needs to be included after the heading for each information type in order for the information to format correctly in your e-mail message.

Name:	<your name>
Phone:	<your phone number> Provide your country code and enter it in your local format. U.S./Canadian format: +1 (919) 123-4567 European format: +49 (1234) 567890
Site:	<your site number> Need help finding your site number?
Company:	<your company name>
Product:	<product you are inquiring about>
Release:	<release of your SAS software>
Operating System:	<your operating system/platform> For example: UNIX: AIX, HPUX, Linux, Solaris, Tru64, and so on Mainframe: z/OS, CMS/ESA, MVS/ESA, and so on Mini: OpenVMS PC: Windows/NT, Windows2000, WindowsXP, and so on Macintosh: MacOS You can find the name of the operating system/platform at the top of your SAS log.

Include a complete description of the problem you are experiencing with your software.
Optionally, you can include data, such as text or attachments, that provides supporting information. Attachments can be no larger than 4 MB. If you must send data greater than 4 MB, you can make special arrangements with the Technical Support consultant who handles your track.

You will receive an e-mail confirmation for each request submitted. The e-mail confirmation will contain a tracking number that you should use to reference your problem report.

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