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Guidelines for SAS® Extended Technical Support

Program Description

SAS Extended Technical Support is an optional upgrade to the general technical support provided with Customers’ licenses of SAS Software. SAS Extended Technical Support is available for Software that has moved to Limited Support. Customers can purchase Extended Technical Support in the contract licensing the SAS Software or in a separate contract (“Contract”) for a period up to two years, which can be extended at the discretion of SAS. The Contract will identify the SAS Software that is supported by Extended Technical Support (“Software”). Extended Technical Support may be updated from time to time, and these guidelines may be modified accordingly.

Product Description and Service Levels


As detailed in the SAS Technical Support Policies, SAS Software in Limited Support does not qualify for Severity Level 1 or Severity Level 2 critical support requests as shown in Table 1 below. When Customers purchase SAS Extended Technical Support, SAS reinstates Severity Level 1 and Severity Level 2 critical support requests for Customer production environments for the licensed SAS Software that moved to Limited Support per SAS Technical Support policies. These Customers are authorized to submit Severity Level 1 and Severity Level 2 critical support cases to SAS, and SAS will respond in accordance with the support request response times detailed in the SAS Technical Support policies at https://support.sas.com/en/technical-support/services-policies/policies-for-sas-products.html#response.

 

Table 1: Technical-Support Service Levels offered under SAS Extended Technical Support

Severity Level
Condition		Initial 
Follow-up*		Frequency
of Updates
1A critical SAS production system is down or does not function at all, and there is no circumvention for the problem. A significant number of users are affected, and a production business system is inoperable.** †2 hoursDaily
2A component of SAS Software is not performing, which creates a significant operational impact.**4 business hoursEvery 2 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 is as agreed upon by Customer management and SAS Technical Support Management.

† Note: Includes weekend or other non-business hours, during which support is provided via the Standard Support process.


Program Fees and Conditions

Fees for the initial Extended Technical Support period are set forth in the Contract. Fees for subsequent periods may vary. Payment of the Extended Technical Support fees (and any applicable travel costs and expenses) entitles Customers to the benefits described herein for the Software identified in the Contract.

Any capitalized terms used in these Guidelines and not otherwise defined will have the meanings set forth in the Contract.