At SAS Technical Support, our mission is to "help our customers make the best use of our software products through effective and responsive support, active advocacy, and a broad and flexible range of self-help resources." In support of this mission, the following services and policies set the expectations for your relationship with SAS Technical Support.
Due to limited resources and knowledge of any particular customer's data analysis situation, we cannot provide customized consulting services. Nor can we provide customized SAS code, for example, CONTRAST, ESTIMATE, or TABLES statements; macro, JSL, SCL, DATA step, DataFlux EEL, or IML code. You can visit the SAS Consulting Web site to learn more about the consulting services that are offered by SAS. Your Account Representative can also assist you in engaging the appropriate professional services.
SAS Technical Support applies only to SAS licensed software products. Work Product from SAS Consulting services engagements can be supported under a services contract from SAS Consulting. Visit SAS Consulting web site to learn more about the consulting services that are offered by SAS. Your Account Representative can also assist you in engaging the appropriate professional services.
Some SAS software products are designed to be modified by the customer. However, modifying SAS software products in a manner not authorized by the applicable user documentation might limit or preclude SAS from providing technical support. Contact SAS Technical Support if you are unsure whether your planned modification will result in a supported software configuration. Attempting to reverse engineer, reverse assemble or decompile SAS software, or in any way attempting to recreate or modify the source code for any SAS software, is never authorized under your SAS software license and might preclude SAS from providing technical support.
The current release of SAS is the latest release in General Availability status. We provide Problem Alert Notices and source level maintenance (executable modules or "hot fixes") for selected critical problems occurring in this release. We also provide problem alerts and hot fixes for selected critical problems in the two most recent, non-current releases. For all releases, regardless of age, we provide technical support running on these supported operating systems in accordance with information in the tables below. However, if a SAS customer chooses not to install the most current release of the software, then the level of support available will diminish over time.
In general, SAS provides:
|Support Levels for SAS® Software|
|Support Level||Support||Activity by Technical Support Staff||Support for Executable Modules
and Hot Fixes
|Investigates all reported problems.
Provides circumventions, where possible.
|Provided for selected critical problems.|
|Investigates all reported problems.
Provides circumventions, where possible.
|Might be provided for selected critical problems.
Provides fixes where already available.
|Identifies and provides self-help resources and/or previously-documented, known circumventions.*
Additionally, your SAS account representative can identify options for you to migrate to a SAS product or release at a higher support level, if desirable.
|Provides fixes where already available.|
* Note: After-hours support for Level C-supported software is limited to searching the Technical Support database for known, readily-identifiable potential circumventions to previously-encountered similar problems.
The support levels for SAS software releases are indicated in the following table:
|Support Levels for SAS® Software Releases**|
|SAS® Software Release||Level A||Level B||Level C||Notes|
|9.4||X|| SAS 9.4 (TS1M4) generally available November 2016
SAS 9.4 (TS1M3) generally available July 2015
SAS 9.4 (TS1M2) generally available August 2014
SAS 9.4 (TS1M1) generally available December 2013
SAS 9.4 (TS1M0) generally available July 2013
For information, see the SAS 9.4 Software Web page.
|9.3||X|| SAS 9.3 (TS1M2) generally available August 2012
SAS 9.3 (TS1M1) generally available December 2011
SAS 9.3 (TS1M0) generally available July 2011
For information, see the SAS 9.3 Software Web page.
|9.2||X|| Generally available March 2008
Reduction to Level B support September 30, 2013
For information, see the SAS 9.2 Software Web page.
|9.1.3||X||Reduction to Level C support September 30, 2013|
|8.2||X||Reduction to Level C support December 31, 2011|
|Earlier than 8.2||X||All previous releases in Level C support|
| Non-GA* solutions and
products developed on
* Generally available
** Specific releases of SAS software products might have different support levels than the overall SAS software release with
which such product is associated. Current support levels for specific SAS products and solutions might be documented in
SAS Notes and can be found by searching the Samples & SAS Notes Knowledge Base and using the search terms
support level with the product name. SAS customers may also contact SAS Technical Support to confirm which support level
corresponds to their version of licensed SAS software.
SAS provides maintenance for the SAS system through replacement executable modules, or hot fixes, that might be supplied individually or in bundles. The availability of hot fixes is announced on the Technical Support Hot Fixes Web page and via e-mail by subscribing to our TSNEWS-L mailing list.
While we attempt to provide fixes for serious problems, there might be cases where it is impractical or impossible to generate a fix, due to compatibility issues or the potential for introduction of unwanted side effects.
SAS documents Alert Priority issues, as well as problems that are not of alert status, in the form of SAS Notes. You can search for Alert Priority issues in our Samples and SAS Notes database.
SAS lists product change notifications on the Web page for Product Advisory Notices from SAS.
Technical support is available to all customers who license SAS software. However, you are encouraged to engage your designated on-site SAS support personnel as your first support contact. If your on-site SAS support personnel cannot resolve your issue, have them contact SAS Technical Support to report your problem. When you contact SAS Technical Support, you might be required to provide information, such as your SAS site number, company name, e-mail address, and phone number, that identifies you as a licensed SAS software customer. Failure to provide this information might preclude SAS Technical Support from taking action on your issue.
For most SAS products and solutions, there is no additional charge for technical support. Support of our software is considered a part of the license agreement. Charges for any fee-based Technical Support services are outlined in your license agreement.
If you need assistance to do any of the following, your request will be routed to an appropriate fee-based resource.
For Customers in North America during Normal Support Hours:
Support is provided in English from our corporate headquarters in Cary, North Carolina.
For Customers Outside of North America:
Local-language technical support is provided through the local office in your country. If you are outside of North America, contact your local SAS office for specific support hours. In general, SAS will provide technical support from the technical support center closest to the country where the Software is installed or users reside. However, SAS reserves the right to refer technical support issues to other SAS technical support centers as needed.
For Critical Problems after Normal Support Hours:
Calls to Technical Support for critical problems after normal support hours are directed to one of our world-wide support centers in North America, Europe, or Asia/Pacific, thus providing 24-hour "follow the sun" support.
Note: After-hours support is available only in English and is limited to critical problems. After-hours support for Level C-supported software is limited to searching the Technical Support database for known, readily-identifiable potential circumventions to previously-encountered similar problems. If no potential circumvention is found, support will continue during regular business hours.
For Problems Reported by Phone
All problems reported to Technical Support are initially handled by a consultant who works with you to identify and (in many cases) solve your reported problem. If the problem is not resolved during the primary contact, the consultant assigns a tracking number to the problem and does additional research or might pass it to a specialist.
The following table displays the targets for initial follow-up and frequency of updates for problems with different severities and conditions. The goals for initial follow-up after a problem with production software is first reported are based on the nature and severity of the problem. The Technical Support consultant will attempt to contact the customer who reported the problem within the response time goals described below.
|Severity Level||Condition||Initial Follow-up*||Frequency of Updates|
A critical SAS production system is down or does not
|2 hours||Every day|
A component of SAS is not performing, creating a
|4 business hours||Every 2 business days**|
A component of SAS is not performing as documented;
|24 hours***||Every 3 business days|
Questions pertain to usage questions or clarification
|24 hours***||Every 10 business days|
Customer offers suggestions or requests for new product
|24 hours***||Every 30 business days|
* For problems that are assigned to a Technical Support consultant, initial follow-up is defined as the time between when the problem
** Follow-up as agreed upon by Customer Management and SAS Technical Support Management
*** Does not include weekend or other non-business days
For Problems Reported Electronically
Priorities are assigned to problems reported via the Web or e-mail, based on the guidelines above. All problems reported electronically receive an immediate automated e-mail confirmation and a problem tracking number. A Technical Support consultant will respond to the customer who reported the problem by phone or e-mail within 24 hours, with the exception of problems that are reported on weekends and holidays. Because SAS cannot guarantee less than 24-hour response on problems tracked electronically, you should report Severity 1 or 2 problems by phone.
If the normal support process does not produce the desired results, or if the problem has changed in priority, the problem can be escalated as follows:
Sites that are served by Cary World Headquarters
Sites that are served by International offices
Due to the complex nature of software development and operating environments, SAS cannot guarantee the time that it will take to resolve a problem. In addition, our response times may be affected if a customer fails to provide requested information and/or refuses to provide SAS with remote access to the customer’s relevant network(s) or system(s), as applicable. We make our best effort to resolve problems as expeditiously as possible.
A problem is archived upon mutual agreement between the consultant that is responsible for the problem and the customer who reported the problem. In cases where the consultant is awaiting further information from the customer, the consultant makes at least one attempt either by phone or e-mail to contact the customer within a few business days. During this contact, the consultant communicates a timeline for archiving the problem if further information is not provided.
Information is not lost when a problem is archived. If for any reason in the future you need to discuss the specific problem that is documented in an archived track, a new problem will be opened with a new tracking number, and all information will be carried forward into the new tracking entry.
Under certain circumstances, SAS Technical Support staff use remote support sessions to troubleshoot and diagnose reported issues. When needed, we will initiate the remote session and provide connection instructions. Parameters defining the length, audience, and goals of a remote support session are jointly agreed upon before the remote session is initiated.
Remote support is not appropriate for all technical support tracks and is used only for the types of services described in the General Support Services section above.
In some instances, SAS software is supported for an operating system, Java application server, Java Development Kit (JDK), or Java Runtime Environment (JRE) level, even though the third party vendor of that software has withdrawn support. SAS reserves the right to move support to Level C for these third party software levels at our discretion.
SAS will safeguard data you send to our Technical Support organization in the same manner in which we protect our own similar confidential information. However, SAS Technical Support cannot guarantee that your data will be handled in compliance with all regulatory standards applicable to such data. Accordingly, please do not send to SAS any data subject to government regulations that prescribe special handling requirements. If your data file contains such regulated information, please contact us before sending it so we may discuss masking, obfuscation, or other possible methods to convert your data set to a format that SAS can manage.
Disaster-recovery planning is important for any critical business system, including production systems running the SAS® Intelligence Platform and SAS® solutions. SAS customers should and usually do have disaster-recovery plans for their SAS deployments, SAS applications, and SAS data files. For information on SAS support in this area, see the SAS Position Statement on Disaster Recovery.