The SAS® Premium Support Service works as an extension of your company's internal resource, providing you with superior levels of business support and personal attention from a dedicated, specialist team for a fixed annual fee.
The SAS Premium Support Service extends SAS' world-class customer support by providing an additional 'proactive' and preventative service.
Will provide your organisation with a range of advisory services on the assessment, implementation and operation of SAS solutions and will co-ordinate all the necessary resources to support you.
To help develop an understanding of key projects, issues, solutions portfolio, dependencies, IT and support infrastructure they will arrange regular meetings and feedback to key stakeholders.
Aligned Support Specialist
Will help ensure there is a continuity and depth of understanding within SAS Customer Support of your SAS infrastructure and help ensure there is a rapid resolution of any issues that may come up.
On Site Support
End to end support of SAS software installation and release upgrades/migration and infrastructure modernisation services. They will also be on call to assist with the resolution of any issues which can't be resolved with remote assistance.
Critical Period Support
A dedicated consultant with domain expertise will be available outside office hours.
Priority Handling of Tracks
Your Technical Account Manager will ensure issues are escalated as a priority within SAS Customer Support.
Premium Support Workshops
Workshops are made available for key stakeholders within your organisation to help ensure a your SAS environment is performing as efficiently and effectively as possible.
Hosted Visits to SAS Events
Free registration to SAS Global Forum and / or SAS Professionals Convention where you can keep up with the latest product developments, network with other SAS professionals and get access to SAS R&D and Technical Support staff.
The SAS Platform Centre of Excellence (CoE) is service which enables your organisation to quickly build up its own team with the knowledge, skills and processes needed to provide you with a robust and secure platform for analytics. Allowing you to provide an agile and flexible customer service and support your SAS infrastructure independently, whichever SAS solutions you have.
Reduce total cost of ownership by quickly building self-sufficiency in the support of SAS
Accelerate deployment and adoption of SAS® Analytics into Business as Usual support by drawing on SAS best practices refined through years of experience
Reduce IT problems and service level failures by adopting a well supported, robust, resilient and secure platform for SAS Analytics.
Provide 2nd and 3rd line support for SAS environment.
Provision of on-site and remote support and issue resolution.
Assist with definition and implementation of processes, rules &p; roles.
Platform management and maintenance – hotfixes, scheduling, monitoring, tuning.
Coaching to the customer's SAS administrators and end users.
Assist with production of Operational Support Model processes and documentation.
SAS Platform Administration tasks.
Support the definition and sharing of best practice.
Implementation of minor configuration changes.
What we do
The Infrastructure Support Group deals primarily with customers that are using SAS in a multi-platform, multi-tiered environment across their entire enterprise.
SAS® solutions available today offer so much flexibility and ease of use to the community of SAS users, but this often means a more complex underlying infrastructure. The Infrastructure Support Group therefore must focus on the whole SAS estate; not just the software but the hardware as well.
The Group has experts in non-functional areas such as storage, performance, web technology and Operating Systems. They act as a source of expertise between the various teams in Customer Support, as well as Technical Support in the US, to ensure our customers get the very best value out of their investment in SAS.
Our services include:
Troubleshooting Problems will always occur and it is the function of the Practice to react quickly and efficiently to ensure that these problems have a minimum impact on your business.
Systems Healthcheck Volumes of data are increasing, so what may have started out as an optimally configured system may become less efficient over time. We can provide peace of mind by identifying and resolving configuration issues and performance bottlenecks before they become critical and prevent major system outages.
Systems Tuning As more users are given access to applications, it's necessary to ensure those users continue to experience good performance and that you maximise your return on your I.T investment. Our tuning specialists monitor and tune environments to help ensure this happens.
Specialist Advice Our specialists track the latest technological developments and can advise on how a new technology can be used with SAS to improve end user experiences throughout an enterprise.