FAQ's for Tracks

· How can I review tracking entries?

A new user must create a SAS profile to be able to log in to the application. Your profile will enable you to review tracks that are associated with the e-mail address that you supply for your profile.

If you already have a profile, then you can log in to the application by providing the e-mail address and password that you supplied in your profile.

· How can I create a profile?

Create your profile using the link provided here. Enter your e-mail address, a password, and some personal information. You will receive an auto-reply e-mail that asks you to click a link to verify that the e-mail address you provided is the one you that you want to use to log in to the application. You must click the link provided to establish your profile.

· What if I have problems logging in?

For assistance, send e-mail to webmaster@sas.com .

· Can I review any track?

This application allows you to review only tracks that you created after 01APR2005. Tracks created before this date cannot be reviewed. Tracks must also contain a valid site number.

You can see only tracks in which the e-mail address matches the e-mail address that you provided in your profile. Consequently, you cannot view tracks for other users at your site unless you are the designated SAS Site Representative/SAS Installation Representative or your SAS Site Representative has delegated this authority to your profile.

· Can I use multiple e-mail addresses?

Yes. However, if you want to use more than one e-mail address to open tracks with SAS Technical Support, you will need to create and maintain multiple profiles. You cannot combine tracks entries using multiple e-mail addresses.

To update a track, you should use the same e-mail address that you used to open the track. If you use a different e-mail address to update a track, the updated pages will be added to the track and your consultant will see them; however, you will not be able to view those pages.

· Will I be able to see my entire track?

You are able to review any e-mail that you sent to SAS Technical Support and any e-mail that SAS Technical Support sent to you, including attachments. If you have neither sent nor received e-mail for a track, then you will be able to review only the header and the current status of the track and a message will tell you that no electronically communicated content is available for display.

· How can I update a track?

Click Update this track to send e-mail to update the track. You should use the same e-mail address that you used to open the track.

You can also update any of your tracks by sending e-mail to support@sas.com . However, in order for your update to be associated with an existing track, you must ensure that the Subject of your e-mail is the tracking number (for example, us1234567).

· Can I update a closed track?

Once a track closes, you can no longer add information.

If you send e-mail to a track that is closed, you will receive an auto-reply e-mail telling you that a new track has been opened for you, along with the new tracking number.

· How frequently are tracks updated?

The tracks update every hour, although in some cases more frequently.

· What if I notice that a page I added does not show up?

Because tracks update every hour, it is possible that the track has not yet updated.

Verify that the e-mail address used to update the track is identical to the e-mail address that was used to open the track. If another user at your site updated your track by sending e-mail, that e-mail will be received by your SAS Technical Support consultant, but you will not be able to review that page with this application.

· What if I get a No Technical Support Tracking Entries found message?

If you receive the above message and think it is in error, e-mail SAS Technical Support at support@sas.com.

· Can I associate more than one e-mail address with a single track?

No.

· How do I use the Track Info field?

This field is provided for you to enter personal notes regarding a track.

You can use this field to add reminders or other comments. You might find this field helpful for sorting your tracks into separate projects or for filtering other tracks from the list.

· Can I use the Track Info field to communicate with my SAS consultant?

No. This field is visible only to you, your SAS Site Representative, or by anyone to whom your SAS Site Representative delegates this capability. To communicate with the consultant responsible for your track, click Update this track in the track listing.

· What does the Hide/Save Track Info button do?

This button saves any text that you have entered in the Track Info column. The button also hides any tracks that you have selected in the Hide column.