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Premium Support

Our Premium Support service offers a number of benefits over the Standard Support service. These include:

Premium Services

All customers will receive:

  • Technical account management from the Premium Support service team who know your SAS infrastructure as well as you do.
  • Onsite support to help with installations, modernizations, and other issues.
  • Critical period support to cover upgrades and installations occurring outside office hours.
  • Regular status reports to keep you informed and firmly in control of next steps and future actions.
  • Priority handling allowing you to escalate critical issues with Customer Support.
  • Premium Support workshops to introduce your staff to the Premium Support service.
  • Planned support costs with fixed fees for the additional services which allows you to budget ahead.

Higher levels of Premium Support provide even more benefits including:

  • A dedicated Customer Support specialist who will provided a single point of contact for all your technical support queries.
  • Free registration for prestigious SAS events including SAS Global Forum.

Premium Service bundles

  Foundation Bundle 2 Bundle 3 Bundle 4
Technical account management
(days)
12 24 60 120
Onsite support
(days)
2 3 3 3
Critical period support
(days)
2 3 3 3
Status reports
(per year)
4 4 12 12
Priority handling escalations
(per year)
2 4 4 4
Premium Support workshops
(per year)
0 2 2 2
Customer Support specialist N Y Y Y
SAS Global Forum registrations
(per year)
0 2 3 3

If these packages are not exactly right for you, we are happy to customise a service package that will meet your specific needs.

Case Studies

  • Customer Case Study - SAS® Premium Support service offers benefits over the standard support service
  • Leading UK Banking Group - SAS partnership enables UK banking group to develop SAS® Grid Analytics Centre of Excellence and provide a platform for the bank's analytics capability
  • South Wales Police - SAS® Premium Support helps intelligence-led policing at South Wales Police
  • The Duke of Edinburgh's Award - SAS® Premium Support enables The Duke of Edinburgh's Award to improve business performance

 



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