SAS Technical Support Services and Policies

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 policies set the expectations for customer relationships with SAS Technical Support.

Note that SAS Technical Support has two distinct support policies that are based on which software the customer licenses. The table of contents for the Services section of this page clarifies which support plan applies to which software. Use the table to go directly to the section of interest.

Services

Policies for All SAS Products


General Support Services (All SAS Products)

SAS Technical Support offers the following types of support for SAS software:

  • Telephone support
  • Email support
  • Online support (web interface): Access to support resources on our SAS Customer Support website

To help customers successfully use SAS software, SAS Technical Support can do the following:

  • Suggest the appropriate SAS procedure, language feature, or products for the particular type of analysis or functionality that is requested.
  • Answer questions about specific details of procedures (for example, discussing available features, options, and limitations).
  • Provide references for formulas and statistical techniques that SAS algorithms use, where possible.
  • Provide limited guidance and references to help customers interpret the output that is produced by statistical procedures.
  • Isolate, document, and find circumventions for reported software defects.
  • Work with SAS software development staff to provide safe hot fixes for SAS software, as deemed appropriate.
  • Provide limited and general statistical advice on a case-by-case basis. However, it is the customer's responsibility to determine which type of statistical analysis is appropriate for their needs.
  • Address concerns with printed or online documentation by providing additional examples, if necessary, or explanation for concepts that require clarification.
  • Address specific questions and concerns that are related to the installation and maintenance of SAS software. Note that more complex services such as the following are beyond the scope of SAS Technical Support, but can be addressed by SAS Consulting:
    • Installing and integrating the software beyond responding to routine, short duration questions related to the online documentation made available by SAS with each license
    • Implementing software
    • Analyzing performance of installed software
    • Writing, troubleshooting, reviewing, or customizing code
    • Answering extensive configuration questions
    • Recovering a database or performing data recovery
    • Interpreting or triaging customer or third-party generated defect scanning reports
  • Provide limited assistance with programming logic.
  • Provide a broad overview of Kubernetes tuning and modifications as they relate to SAS, SAS® System performance enhancements, and methods of efficient programming for achieving optimal performance. However, SAS Technical Support does not provide Kubernetes administration services and does not provide benchmarking for container orchestration tools. Customers might need to tune their Kubernetes and the underlying operating system or cloud provider on which it runs.
  • Provide support for the interaction between the SAS System and any third-party software that is shipped with the SAS System. For other third-party applications, SAS Technical Support will convey any knowledge that it has, but cannot provide support for another vendor's software.

Because of limited resources and limited knowledge of any individual customer's data-analysis situation, SAS Technical Support cannot provide customized consulting services. Nor can SAS Technical Support provide customized SAS code (for example, CONTRAST, ESTIMATE, or TABLES statements; macros, JSL, DATA step, DataFlux EEL, or SAS/IML® code). To learn more about the consulting services that SAS offers, see the SAS Consulting website. The SAS Account Representative can also assist with engaging the appropriate consulting services.

SAS Technical Support applies only to SAS licensed software products ("software products" includes individual products and solutions). 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. The SAS Account Representative can also assist with engaging the appropriate consulting 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 unsure about whether planned modifications 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 a SAS software license and will preclude SAS from providing technical support.

   SAS® Viya® 2020.1 and Later

Note: This section covers only SAS Viya 2020.1 and later releases. See the Support Services for SAS® 9.4, SAS® Viya® 3.5, and Earlier Releases section for more information about those releases.

What is Continuous Delivery?

Continuous Delivery is a software engineering approach in which Research and Development teams produce software in short cycles, ensuring that the software can be built, tested, and delivered faster and more frequently. The release cycles in continuous delivery systems are called cadences

SAS offers the following release cadences for SAS Viya:

  • Stable: This is a monthly release that provides any of the following: New features, changes or enhancements to features, or bug fixes. The latest Stable version contains the most up-to-date features and bug fixes. Stable version numbers follow this pattern: YYYY.n.n (example: 2021.1.1)
  • Long-Term Support: This release occurs once every six months and contains an aggregate of features and bug fixes produced for the Stable version from two months prior. Long-Term Support version numbers follow this pattern: YYYY.n (example: 2021.1)

Note: Software as a Service customers do not choose a cadence.

Selected critical bug fixes and security vulnerability fixes will be delivered as soon as they are ready rather than waiting for a scheduled update.

Cadence Changes for SAS® Viya® 2020.1 and Later

It is possible to change between release cadences. Customers must be aware that changing cadences also changes their support policy. See the Support Services for SAS® Viya® 2020.1 and Later section for details. Here are some guidelines for changing release cadences:

  • Customers can change between cadences as long as the version that they are changing to is at the same version or newer than the installed version from their current cadence. 
  • Stable to Long-Term Support: Customers can update from a Stable version to the next released Long-Term Support version, except for the Stable version that is released one month before the Long-Term Support version. For example, they can update from Stable version 2021.1.5 to Long-Term Support version 2021.2. They cannot update from Stable version 2021.1.6 to Long-Term Support version 2021.2 because 2021.1.6 releases one month before 2021.2.

    Customers who are on a Stable version that is released one month before a Long-Term Support version must first update to a newer, supported Stable version before moving to the next Long-Term Support version that is released seven months after their current Stable version. For example, a supported update path is updating from Stable version 2021.1.6 to Stable version 2021.2.3 to Long-Term Support version 2022.1. This update path is necessary because the Long-Term Support version is based on the Stable version from two months earlier. Therefore, the Stable version that is released the month before the Long-Term Support version contains new features that are not available in the Long-Term Support version.
  • Long-Term Support to Stable: If customers want to move from a Long-Term Support version to a Stable version, they must first update to a Long-Term Support version with the same YYYY.n version numbers as their target Stable version. For example, they can update from Long-Term Support version 2020.1 to Long-Term Support version 2021.1, and then to Stable version 2021.1.2. 
  • Each SAS deployment is expected to be deployed into its own namespace/project. See Namespaces for more information. Each deployment will follow either the Stable or Long-Term Support cadence. It is not possible to apply both cadences to a single deployment at the same time because it would require a new deployment in a different namespace. 

Support Services for SAS® Viya® 2020.1 and Later

With the accelerated pace of software development in the marketplace, SAS is releasing products much faster. As a result, SAS recommends that customers install the most current release of their licensed software products, which includes security fixes. Current software means that customers have the latest and best technology, and they are better protected from potential vulnerabilities.

SAS has the following, two-level support policy:

  • Standard Support: This support level covers the following:
    • Stable: Standard Support covers the current Stable version and the three previous Stable versions. Therefore, to ensure that their SAS software is covered by Standard Support, customers are required to update to the latest Stable version at least every four months
    • Long-Term Support: Standard Support covers the current Long-Term Support version and the three previous Long-Term Support versions. Therefore, to ensure that their SAS software is covered by Standard Support, customers are required to update to the latest Long-Term Support version at least once every two years.     

Note: Standard Support for a qualifying SAS Viya release is applicable as long as the SAS Viya software is deployed on a supported Kubernetes platform, such as Microsoft Azure Kubernetes Service (AKS), that is running on one of the specific Kubernetes versions that are validated by SAS. In the event that the Kubernetes platform no longer supports any of the validated Kubernetes versions required by a SAS Viya release, SAS reserves the right to declare Limited Support for that SAS Viya release on that platform.

  • Limited Support: This support level is provided for products that are not updated in the Standard Support time frame. For the Stable cadence, Limited Support covers products that have not been updated in over four months. For the Long-Term Support cadence, Limited Support covers products that have not been updated in over two years. Limited Support lasts until the product is retired, and it includes fixes where they are already available as well as access to the product documentation and self-help resources.

In addition to providing the latest technology and security for customers, this support structure provides customers with a predictable date for when a product version moves to Limited Support. This information enables customers to plan their software upgrades accordingly. 

To determine whether their software is still supported by Standard Support, customers should reference the View the Update Checker Report section in SAS® Viya® Operations. Customers can use the update checker to determine when the support window ends and whether there is another update available. 

Support Levels for SAS® Viya® 2020.1 and Later


Support Level
Methods for
Contacting Support

Activity by the Technical Support Team
Support for Patch Updates
Standard SupportTelephone, Email, Web Interface Technical Chat (where it is available)

Provides full support, including security and defect fixes, for a software product version as defined in the Support Services for SAS® Viya® 2020.1 and Later section. This support includes investigating all submitted support requests and providing circumventions, whenever it is possible.

Provided for selected critical support requests.

Limited SupportTelephone, Email, Web Interface Technical Chat (where it is available)

Provide fixes where they are already available as well as access to the product documentation and self-help resources*.

This support lasts until the software product is retired.

Provided where they are already available.

*Notes:

  • Self-help resources include the SAS Customer Support and SAS Support Communities websites. Customers can search these resources for potential circumventions to issues that are similar to ones that they are experiencing.
  • SAS uses the latest version of the standard CVSS system to calculate vulnerability severity. Select critical patch updates for security issues in the CVSS 9.0 - 10.0 range will be provided for each version that is covered by Standard Support. In addition, select fixes for high, medium, and low security issues will be provided in the most current version of the software. 
  • To ensure that SAS customers have the latest security updates for SAS software, SAS recommends that customers install the most current version of the software.

Support Services for SAS® 9.4, SAS® Viya® 3.5, and Earlier Releases

Note: This section covers only SAS 9.4, SAS Viya 3.5, and earlier releases. See the SAS® Viya® 2020.1 and Later section for information about those releases.

With the accelerated pace of software development in the marketplace, SAS is releasing products much faster. As a result, SAS recommends that customers install the most current release of their licensed software products, including maintenance releases and security hot fixes. Current software means that customers have the latest and best technology, and they are protected from potential vulnerabilities.

The current release of a SAS software product is the latest release in General Availability status. SAS Technical Support provides problem alert notices and source-level maintenance (executable modules or "hot fixes") for selected critical issues that occur in this release.

The SAS support policy* contains two levels that are based on the General Availability date for a product:

  • Standard Support: This support level is based on a product's General Availability release date, and it has a time limit of five years from that date.
  • Limited Support: This support level is provided for products that are not updated in the five-year Standard Support time frame. Limited Support lasts until the product is retired, and it includes fixes where they are already available as well as access to the product documentation and self-help resources.

* This support policy took effect on January 1, 2020.

In addition to ensuring the latest technology and security for customers, this support structure provides customers with a predictable date for when a product release moves to Limited Support. This information enables customers to plan their software upgrades accordingly.

Note: SAS moved products that rely on Adobe Flash components to Limited Support on December 31, 2020.

For all releases, regardless of age, SAS provides technical support running on these supported operating systems in accordance with information in the tables in the sections that follow below.

Support Levels for SAS® 9.4, SAS® Viya® 3.5, and Earlier Releases


Support Level
Methods for
Contacting Support

Activity by the Technical Support Team
Support for Executable Modules and Hot Fixes
Standard SupportTelephone
Email
Web Interface
Technical Chat (where it is available)

Provide full support, including security and defect fixes, for a software product release for five years from the product's General Availability (GA) date. This support includes investigating all submitted support requests and providing circumventions, whenever it is possible.

Provided for selected critical support requests.

Limited SupportTelephone
Email
Web Interface Technical Chat (where it is available)

Provide fixes where they are already available as well as access to the product documentation and self-help resources*.

This support lasts until the software product is retired.

Provided where they are already available.

*Notes:

  • Self-help resources include the SAS Customer Support and SAS Support Communities websites. Customers can search these resources for potential circumventions to issues that are similar to ones that they are experiencing.
  • SAS uses the latest version of the standard CVSS system to calculate vulnerability severity. Select critical fixes for security issues in the CVSS 9.0 - 10.0 range will be provided for each release that is covered by Standard Support. In addition, select fixes for high, medium, and low security issues will be provided in the most current release of the software. 
  • To ensure that SAS customers have the latest security updates for SAS software, SAS recommends that customers install the most current release of the software, including maintenance and security hot fixes.


Support Levels for SAS® 9.4, SAS® Viya® 3.5, and Earlier Releases by Release Number

The Support Levels by Product web page contains current support levels for specific SAS products and solutions. Customers can visit this page to determine the current support level, the release date, and the date on which the support level changes for their licensed SAS software. If customers still have questions about the support level for their licensed SAS software, they can contact SAS Technical Support.


SAS® Software Release
Standard SupportLimited Support
Notes
SAS®Viya® 3.5 and earlierX 

For information, see the SAS Viya web page.

SAS Viya products released before January 2020 are under a five-year grace period for Standard Support, starting on January 1, 2020.









SAS® 9.4








X
 

 

SAS 9.4 (TS1M7) generally available August 2020
SAS 9.4 (TS1M6) generally available November 2018
SAS 9.4 (TS1M5) generally available September 2017
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

SAS 9.4 is under a five-year grace period for Standard Support, starting on January 1, 2020.

Note: SAS moved products that rely on Adobe Flash components to Limited Support on December 31, 2020.

 

 






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

SAS 9.3 is under a three-year grace period for Standard Support, starting on January 1, 2020.

SAS® 9.2 X
 
SAS® 9.1.3 X 
SAS® 8.2 X 
Earlier than 8.2 X 
Solutions and products that no longer have General Availability status and that were developed on obsolete platforms. 


X
 

Software Maintenance and Bug Fixes for SAS® 9.4, SAS® Viya® 3.5, and Earlier Releases

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.

Be aware that while SAS strives to provide fixes for all serious issues, 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.

SAS Technical Support Notifications

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


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

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

 

Issue and Product Change Notifications

SAS documents Alert Priority issues, as well as issues that are not of alert status, in the form of SAS Notes. Search for Alert Priority issues in the Samples & SAS Notes database.

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. It enables the SAS Technical Support team to communicate with customers who have hearing or speech disabilities. The availability of this service might vary by country or region.

Policies for All SAS Products

Support Eligibility

Generally, technical support is available to all customers who license SAS software. However, customers are encouraged to engage their designated on-site SAS support personnel as their first support contact. If the on-site SAS support personnel cannot address the request, they should contact SAS Technical Support to submit the support request. When customers contact SAS Technical Support, they might be required to provide information (for example, their SAS site number, company name, email address, and telephone number) that identifies them as a licensed SAS software customer. Failure to provide this information might preclude SAS Technical Support from taking action on the support request.

Support Cost

For most SAS software products, there is no additional charge for technical support. Charges for any fee-based Technical Support services are outlined in the license agreement.

If customers need assistance to do any of the following, their request will be routed to an appropriate fee-based resource.

  • write custom code
  • design a SAS application
  • select an appropriate statistical methodology
  • design experiments
  • debug a complex application
  • provide comprehensive installation and maintenance guidance
  • review architecture

Visit the SAS Consulting website to learn more about the consulting services that are offered by SAS. The SAS Account Representative can also assist with engaging the appropriate consulting services.

Support Hours

For Customers in North America during Normal Support Hours

Support is provided in English from SAS corporate headquarters in Cary, North Carolina.

  • Support hours for new requests are Monday through Thursday 9:00 a.m. to 8:00 p.m. Eastern time and Friday 9:00 a.m. to 7:00 p.m. Eastern time.
  • Limited support for new requests is available Monday through Thursday 5:00 p.m. to 8:00 p.m. Eastern time and Friday 5:00 p.m. to 7:00 p.m. Eastern time.
  • Support hours for requests with an assigned tracking number are Monday through Friday 9:00 a.m. to 5:00 p.m. Eastern time.

 

For Customers Outside of North America

Local-language technical support is provided through the local office in the customer's country. If customers are outside of North America, they should contact their 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 customers reside. However, SAS reserves the right to refer technical-support requests to other SAS technical-support centers, as needed.

For Critical Support Requests after Normal Support Hours

Calls to SAS Technical Support for unscheduled critical production incidents after normal support hours are directed to one of the SAS worldwide support centers in North America, Europe, or Asia/Pacific, thus providing 24-hour, follow-the-sun support. Customers can update tracks electronically 24x7. However, for new incidents or for existing tracks with situations that become critical (Severity Level 1 or 2) outside of normal business hours, customers must also call SAS Technical Support. The phone number is available on the Contact SAS Technical Support web page. When customers call, they must listen to the greeting in its entirety and follow the instructions to start follow-the-sun support. For example, for calls to SAS corporate headquarters, press 2 for Technical Support, listen to the greeting, and then press 0 to start follow-the-sun support.

Note: After-hours support is available only in English and is limited to critical production incidents for software products under Standard Support. Because the support is provided in English, it is important that customers are able to adequately discuss their situation in English. SAS provides self-help resources such as support.sas.com and the SAS Support Communities for software products under Limited Support. Customers can search these resources for potential circumventions to issues that are similar to the one that they are experiencing.

SAS Technical Support provides 24x7 support for critical situations in which a SAS production system is down due to an unscheduled event. The goal is to remedy critical situations encountered with the software. Before customers perform updates or maintenance for a SAS production system, customers must have a validated, repeatable, and completely tested backup-and-recovery process. Note: A complete SAS system restore is a viable recommendation for the on-call team member to make in order to resolve an after-hours issue that arises from planned system maintenance activities.

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

Support Request Response Time

For Support Requests That Are Reported by Telephone

All support requests that are reported to Technical Support are initially handled by a team member who works with customers to identify and (in many cases) address their reported request. If the request is not addressed during the primary contact, the team member assigns a tracking number to the request and performs additional research, or the team member might pass the request to a specialist.

The following table displays the targets for initial follow-up and frequency of updates for support requests with different severities and conditions. The goals for initial follow-up after a request about production software is first reported are based on the nature and severity of the request. The Technical Support team member will attempt to contact the customer who submitted the request within the response time goals described below.

 

Severity LevelConditionInitial Follow-up*Frequency of Updates



1


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




2 hours



Every day


2


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



4 business hours


** Every 2 business days



3


A component of a SAS product is not performing as documented; there are unexpected results; a circumvention is possible; there is moderate or minor operational impact.




***24 hours



Every 3 business days


4


Support requests 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 support requests that are assigned to a Technical Support team member, initial follow-up is defined as the time between when the request is initially submitted and the team member contacts the customer. For support requests that require further research by the team member who initially received the request, initial follow-up is defined as the time between the initial contact with the team member 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 Support Requests That Are Submitted Electronically

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

Escalating Support Requests

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

For Sites That Are Served by SAS World Headquarters

  1. Contact the Technical Support team member who is working on the request and ask that the priority 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 team member who is working on the request and ask that the priority 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.

 

Addressing Support Requests

Because of the complex nature of software development and operating environments, SAS cannot guarantee the amount of time that it will take to address a support request. In addition, response times might be affected if SAS Technical Support does not receive the requested information and/or is not allowed remote access to the relevant network(s) or system(s), as applicable. SAS endeavors to address support requests as expeditiously as possible.

Archiving Support Requests

A support request is archived upon mutual agreement between the team member who is responsible for the request and the customer who submitted the request. If the team member is awaiting further information from the customer, the team member makes at least one attempt either by telephone or email to contact the customer within a few business days. During this contact, the team member communicates a timeline for archiving the support request if further information is not provided.

Information is not lost when a support request is archived. In the future, if customers need to discuss the specific request that is documented in an archived track for any reason, a new track will be opened with a new tracking number, and all information from the archived track will be copied into the new track.

Remote Support Sessions

Under certain circumstances, SAS Technical Support team members use remote support sessions to troubleshoot and diagnose submitted support requests. In such a situation, SAS Technical Support 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 Support for Alternative Kubernetes Distributions

In order for SAS Viya to stay under Standard Support, SAS requires that customers run their SAS Viya deployments on a supported distribution of Kubernetes. For detailed information about the Kubernetes distributions that SAS supports, see Kubernetes Cluster Requirements in SAS® Viya® Operations. Customers must select their SAS Viya version number in the top left of the documentation page to see relevant information.

Variants of Kubernetes distributions exist that are alternatives to the list that SAS identifies as officially supported. In addition, SAS software uses technologies from various third-party vendors, which might or might not support these alternative Kubernetes distributions at the same level as SAS software.

SAS provides Limited Support for SAS Viya when it is deployed on an alternative distribution that the customer has selected. If issues occur with SAS Viya running on an alternative Kubernetes distribution, the customer must perform further diagnostics on their own to isolate the problem. This investigation should include reproducing the problem on a supported Kubernetes distribution and third-party vendor software stack. 

Note that, if a customer elects to use an alternative Kubernetes distribution, SAS expects that they have the appropriate skills to resolve differences between the supported Kubernetes distribution and the alternative Kubernetes distribution that is being used. By electing to use an alternative Kubernetes distribution, the customer acknowledges that they have made the appropriate investment into resolving the differences inherent in that alternative Kubernetes distribution. 

SAS Third-Party Software Requirements - Baseline and Higher Support

To keep pace with changes to third-party technologies and to meet the needs of SAS customers, SAS follows a general policy of supporting one or more baseline major versions, as well as subsequent minor updates, for each third-party product. The supported baseline major versions are documented in SAS® Third-Party Software Requirements - Baseline and Higher Support.

SAS®Software Support When Third-Party Vendors Drop Support

In some instances, SAS software is supported on an operating system, a Java application server, a Java Development Kit (JDK), a Java Runtime Environment (JRE) level, or a Kubernetes distribution even though the third-party vendor of that software has withdrawn support. When SAS can no longer provide updates to such components or receive updates to the component from the third-party vendor, SAS reserves the right to move affected products to Limited Support.

SAS is committed to helping customers who rely on affected products to receive product updates from SAS whenever possible. Therefore, SAS makes such decisions based on a per-product basis.

For information about SAS support and Adobe Flash Player end of life, see SAS Software and Its Use with Adobe Flash Player.  

SAS Disaster Recovery Statement

Disaster-recovery planning is important for any critical business system, including production systems running the SAS® 9.4 Intelligence Platform, SAS Viya, 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 following pages:

Sending Sensitive Data

SAS safeguards data that is sent to SAS Technical Support in the same manner in which SAS protects its own similar confidential information. For details, see SAS Technical Support Policy Regarding Customer Materials in Support Files.

SAS® Premium Support Services

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