SAS TECHNICAL SUPPORT SERVICES AND POLICIES

SAS Technical Support's 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.

Services
Policies

Services

General Support Services

SAS Technical Support offers the following types of support for SAS software: To help you successfully use our software, we can do the following:

Because of limited resources and limited knowledge of any individual 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; macros, JSL, SCL, DATA step, DataFlux EEL, or SAS/IML® code). To learn more about the consulting services that SAS offers, see the SAS Consulting website. Your Account Representative can also assist you in engaging the appropriate professional services.

SAS Technical Support applies only to SAS licensed software products. The work product from SAS Consulting engagements can be supported under a services contract from SAS Consulting. Visit the SAS Consulting website 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 that is not authorized by the applicable user documentation might limit or preclude SAS from providing technical support. Contact SAS Technical Support if you are unsure about whether your planned modification will result in a supported software configuration. Attempting to reverse engineer, reverse assemble, or decompile SAS software, or attempting in any way to re-create 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.

Support Services for Current and Prior Releases of SAS® Software

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 that is available decreases 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
A Telephone
Email
Web Interface
Investigates all reported problems.
Provides circumventions, where possible.
Are provided for selected critical problems.
B Telephone
Email
Web Interface
Investigates all reported problems.
Provides circumventions, where possible.
Might be provided for selected critical problems.
Provides fixes where already available.
C
Telephone
Email
Web Interface
Identifies and provides self-help resources and previously documented, known circumventions.*
In addition, your SAS Account Representative can identify options for migrating to a SAS product or release at a higher support level, if you would like to do that.
Provides fixes where already available.
*  Note: After-hours support for Level C software is limited to searching self-help resources such as support.sas.com and     the SAS Support Communities. You can search these resources for potential circumventions to problems that are similar to     ones that you are experiencing.


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
SAS® Viya™ X     For information, see the SAS® Viya™ web page.
SAS® 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— Today and Tomorrow web page.
SAS® 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.
SAS® 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.
SAS® 9.1.3     X    Reduction to Level C support September 30, 2013
SAS® 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
    obsolete platforms
    X  
*  Generally available
** Specific releases of SAS software products might have different support levels than the overall SAS software release with
     which such a 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 term
     support level with the product name. SAS customers can also contact SAS Technical Support to confirm which support level
     corresponds to their release of licensed SAS software.

Software Maintenance and Bug Fixes

SAS provides maintenance for the SAS System through replacement executable modules, or hot fixes, that might be supplied individually or in containers. To stay informed about new hot fixes and to learn how to receive notifications when they are available, visit the Communities: SAS Hot Fix Announcements page.

To sign up for SAS Technical Support News and to request that operational announcements be delivered to your inbox, visit SAS Technical Support on the web and look for the following sign-up area:

sign_in

You can also obtain the SAS Technical Support News and the operational announcements as follows:

  1. Log on to your SAS profile.
  2. Click Edit Profile.
  3. In the Subscriptions section, click Technical Support Updates - News and Operational Announcements.

Be aware that while we strive to provide fixes for all serious problems, there might be cases where it is impractical or impossible to generate a fix because of compatibility issues or the potential for the introduction of unwanted side effects.

Problem and Product Change Notifications

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 & SAS Notes database.

SAS lists product change notifications on the Product Advisory Notices from SAS web page.

Telecommunications Relay Service (TRS)

Telecommunications Relay Service enables calls to be placed and received by people with hearing or speech disabilities who use a teletypewriter (TTY) or other text-input device. This service is available in all 50 states in the U.S., the District of Columbia, and U.S. territories. SAS Technical Support can use the Telecommunications Relay Service to communicate with US customers who have hearing or speech disabilities.

Policies

Support Eligibility

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 (for example, your SAS site number, company name, email address, and telephone 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.

Support Cost

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.

You can visit the SAS Consulting website 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.

Support Hours

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 provides technical support from the technical-support center closest to the country where the software is installed or where the 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 worldwide 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 for Level A and B software. SAS provides self-help resources such as support.sas.com and the SAS Support Communities for Level C software. You can search these resources for potential circumventions to problems that are similar to the one that you are experiencing.

In addition, you can access the SAS Support Site website and email support services 24 hours a day.

Problem Response Time

For Problems That Are Reported by Telephone

All problems that are reported to Technical Support are initially handled by a consultant who works with you to identify and (in many cases) resolve your reported problem. If the problem is not resolved during the primary contact, the consultant assigns a tracking number to the problem and performs additional research, or the consultant might pass the problem 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
1

  A critical SAS production system is down or does not
  function at all, and there is no circumvention for the
  problem; a significant number of customers are   affected, and a production business system is   inoperable.

2 hours Every day
2

  A component of SAS is not performing, creating a
  significant operational impact.

4 business hours Every 2 business days**
3

  A component of SAS is not performing as documented;
  there are unexpected results; problems are
  capable of being circumvented; there is moderate or minor
  operational impact.

24 hours*** Every 3 business days
4

  Questions pertain to usage questions or clarification
  of documentation.

24 hours*** Every 10 business days
5

  Customer offers suggestions or requests for new product
  features and enhancements.

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
    is initially reported and the specialist contacts the customer. For problems that require further research by the consultant who
    initially received the problem, initial follow-up is defined as the time between the initial contact with the consultant and a follow-up     call.

**  Follow-up as agreed upon by Customer Management and SAS Technical Support Management

*** Does not include weekend or other non-business days



For Problems That Are Reported Electronically

Priorities are assigned to problems that are reported via the web or email, based on the guidelines shown in the table above. All problems that are reported electronically receive an immediate, automated email confirmation and a problem tracking number. A Technical Support consultant will respond to the customer who reported the problem by telephone or email within 24 hours, with the exception of problems that are reported on weekends and holidays. Because SAS cannot guarantee less than 24-hour response for problems that are tracked electronically, you should report Severity 1 or 2 problems by telephone.

Escalating Problems

If the standard support process does not produce the desired results, or if the problem has changed in priority, you can escalate the problem as follows.

For Sites That Are Served by SAS World Headquarters

  1. Contact the Technical Support consultant who is working on your problem and request that the priority of the problem be escalated.
  2. Ask to speak with a Technical Support manager if additional escalation is required.
  3. Ask to speak with the Senior Vice President of Technical Support if further escalation is required.

For Sites That Are Served by International Offices

  1. Contact the Technical Support consultant who is working on your problem and request that the priority of the problem be escalated.
  2. Ask to speak to the Technical Support Manager if additional escalation is required.
  3. Ask to speak to the Technical Support Regional Director if further escalation is required.

Resolving Problems

Because of 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 might be affected if we do not receive the requested information and/or we are not allowed remote access to your relevant network(s) or system(s), as applicable. SAS endeavors to resolve problems as expeditiously as possible.

Archiving Problems

A problem is archived upon mutual agreement between the consultant who is responsible for the problem and the customer who reported the problem. If the consultant is awaiting further information from the customer, the consultant makes at least one attempt either by telephone or email 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. In the future, if you need to discuss the specific problem that is documented in an archived tracking entry for any reason, a new problem will be opened with a new tracking number, and all information from the archived entry will be copied into the new tracking entry.

Remote Support Sessions

Under certain circumstances, SAS Technical Support staff use remote support sessions to troubleshoot and diagnose reported issues. In such a situation, 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.

SAS® Software Support When Third-Party Vendors Drop Support

In some instances, SAS software is supported for an operating system, a Java application server, a Java Development Kit (JDK), or a 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 Disaster Recovery Statement

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 about SAS support in this area, see the SAS Position Statement Regarding Disaster Recovery.

Sending Sensitive Data

SAS safeguards data that 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 that are applicable to such data. Accordingly, do not send any data that is subject to government regulations that prescribe special handling requirements to SAS. If your data file contains this type of regulated information, contact us before sending it so that we can discuss masking, obfuscation, or other possible methods to convert your data set to a format that SAS can manage.