Telephone Support for North American Customers

Note: Customers outside North America should contact their local SAS Institute office.

Telephone: 919-677-8008
Fax: 919-531-9449

Call (919) 677-8008 for questions regarding an open tracking number or for personal assistance in reaching the appropriate Technical Support analyst. Your call is answered by an Assistant Technical Support Analyst, who will direct your call to an analyst who specializes in the area of your problem. Our fax number is (919) 531-9449.

Telephone support is provided weekdays

for new questions: 9:00 a.m. to 8:00 p.m., Eastern time. Limited support is available between 5:00 p.m. and 8:00 p.m.
for questions with an assigned tracking number: 9:00 a.m. to 5:00 p.m., Eastern time.

Telephone support is provided free of charge to sites with SAS software, JMP software, StatView software, SAS/C C compiler products and other SAS Institute produced software.

You can call Technical Support to report suspected errors or to report possible system incompatibilities. You can also call if you need to verify output, clarify an error message or documentation, or discuss hardware or software compatibility.

For problems and questions concerning SYSTEM 2000 Software, your site's Software Consultant or Representative should contact SAS Institute's SYSTEM 2000 Software Division at (512) 250-9170. You can also visit the SYSTEM 2000 web site.

Who Can Call Technical Support?

To provide the most efficient service possible, priority is given to problems reported by the designated local SAS support personnel at each site. We recommend that users first report problems to their on-site Support Representative. The Support Representative can then contact our Technical Support Division. SAS Support Representatives have access to tools that can be used to solve problems without a call to SAS Institute. By having users contact their local Support Representative, the Technical Support staff at SAS Institute is able to spend more time investigating new problems and providing faster help for problems reported by Support Representatives.

What Information is Needed Before I Call?

A site or customer number is required for all calls placed to SAS Institute's Technical Support Division. Here is how to find the site or customer number for different products:

For SAS software sites, this is the ten-digit number that appears to the right of your company name at the top of the SAS log. The site number is the number used by SAS Institute to identify the site to which SAS software is licensed. An accurate site number facilitates efficient handling of your track and hastens resolution. Need help finding your site number?
For C compiler sites, the number appears on the banner page produced by the compiler.
For JMP software, please use the product serial number. JMP serial numbers are on the registration card that came with your software. The registration number is on both portions of the card, the portion you returned to SAS Institute and the portion that you kept.

We will also need to know the release of the product, the operating system you are using, and a description of the problem. If your call involves a problem running a program using SAS software, you should have a SAS log and any output available. If you are calling with a C compiler problem, please have the traceback and any error messages available.

What Happens When I Call to Report a Problem?

Our analysts make every attempt to resolve your problem during the initial conversation. In those cases where we cannot provide an immediate answer, an on-line tracking system is used to assign a tracking number to your problem and monitor the status of it. After a problem is tracked, a specialist will investigate it and call you back within 24 hours.

How are Tracked Problems Handled?

Tracked problems are given a priority and investigated accordingly. You will receive a response within 24 hours; sooner in most cases.

Since a specialist will call you when additional information about your problem is available, you do not need to call back for an answer. However, if you can provide additional information pertinent to your problem, please call. Note that specialists are available to return calls only between the hours of 9 a.m. and 5 p.m. Eastern time, Monday through Friday. Whenever you call Technical Support concerning a tracked problem, please have your tracking number available. When the Assistant Technical Support Analyst answers, give your tracking number. You will be connected to the specialist who is working on your problem.

How Can I Report Problems During Non-Business Hours?

You can report new problems/questions to Technical Support through our online problem/question submission form or you can use our online form to add additional information to an existing problem outside of normal Technical Support hours.