SAS Customer Support is supplied at no additional charge to all customers. The Customer Support Department is dedicated to giving the highest quality technical support and obtained ISO 9000 registration in 1994. SAS Customer Support is considered to be one of the best in the industry.

UK Customer Support is based in the idyllic surroundings of the SAS UK headquarters in Medmenhem, Marlow. It has nineteen dedicated support consultants, who have access to a pool of technical consultants and resources worldwide.

Customer Support staff are supported by a vast technology infrastructure, which enables a consultant to gain access to a network of information at the touch of a button. A sophisticated call logging system has been in use for some time, which provides instant access to a library of documents and links to other worldwide offices. The call logging system ensures that calls are managed in the most speedy, accurate and efficient manner.

The call logging system provides the functionality to immediately escalate problems to the most appropriate specialists wherever they are located in the world, and ultimately if necessary, to the developers at SAS global HQ in Cary, US.

UK support consultants are split into two teams to best meet the needs of customer enquiries.

• The Intelligent Architecture team specialises in support for the back-end functions, installation and the set-up of the software. Accessing data, warehousing, SAS Integration Technologies, SAS/Share and SAS/Connect are just some of the areas the team covers, as well as all aspects of configuring and using SAS on a variety of operating systems.

• The Business Intelligence team specialises in support of the front-end functions. These include the analytical areas of SAS, for example SAS/STAT and SAS Enterprise Miner, and from a development perspective, AppDev Studio, SAS/AF and SAS/IntrNet.

Additional Customer Support Activities

Customer Support consultants also take part, and contribute to, a variety of additional activities. Consultants attend sites and provide technical support directly to customers, in partnership with SAS Consulting when required. Customer Support consultants also teach a wide range of SAS courses in partnership with SAS Education.

New Education and Support Services

• Education Services