Customer Support Severity Levels

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Customer Support Severity Levels

Customer support is there for the times when you encounter a difficulty while using SAS software, or you simply aren't sure how to achieve something. But there are wide ranges of issues that come up from "I need this fixed now" to "I wonder how I could …". Severity Levels help to ensure that support issues are prioritised and the most pressing issues dealt with first. The principal aim is to fix problems so that you deliver projects and solutions on time, and the key to achieving this aim is to use the system intelligently - after all, not every problem is "Severity 1".

What response times can I expect for problems reported by phone?

All problems reported are handled first by a consultant who works with you to identify and, in many cases, solve the problem. If the consultant cannot immediately resolve the problem, he/she assigns it a tracking number and does additional research or passes it to a specialist. The goals for follow-up are based on the nature and severity of the problem; the consultant makes every attempt to contact the customer within these response times. This table shows the targets for follow-up and frequency of updates for different problems.

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 business 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; unexpected results; circumventable problems; moderate or minor operational impact 24 hours** Every 3 business days

4 Usage questions; clarification of documentation 24 hours** Every 10 business days

5 Suggestions; requests for new product features and enhancements 24 hours** Every 30 business days

*For problems that are assigned to a specialist, "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.
**Does not include weekend or other non-business days

Please note: the definition of a problem, its associated priority and the frequency of problem updates may be adjusted based on mutual agreement between consultant and customer. And upon mutual agreement, updates may be made by electronic means rather than by phone.

To contact us by telephone, call 01628 486933 and ask for Customer Support
Or LO-CALL from Ireland - 1850 923 323
Available: 0900 - 1730 Monday to Friday excluding Bank Holidays

What response time can I expect 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 with a problem tracking number. A Technical Support representative responds to the customer by phone or e-mail within 24 hours, with the exception of problems reported on weekends and holidays. Because we cannot guarantee less than 24-hour response on problems tracked electronically, customers are advised to report Severity 1 or 2 problems by phone.

For further information on reporting via e-mail: http://support.sas.com/techsup/contact/emits.html