As a Technical Support Engineer, I’ve worked with SAS customers for a long time, and every so often I hear questions from customers that still surprise me:
I didn’t know I could contact SAS Technical Support about that.
Or:
I thought I had to pay extra to open a case.
If you’ve ever thought that, here’s something you may not know. For most SAS software and SAS cloud offerings, Technical Support is already included as part of your SAS agreement at no additional cost.
So, if you’re stuck, ask us!
Maybe you have an error you’ve never seen before. Maybe a program that has worked forever suddenly stopped working. Or maybe you’ve spent way too much time staring at the SAS log thinking, What in the world does that mean?
We get it. And you don’t have to have the problem figured out before you contact us. That’s what we are here for!
A little information goes a long way
When you open a case, share whatever information you have. Tell us what you were trying to do, what happened instead and what you’ve already tried. We put together a short article that can help: Four tips to remember when you contact SAS Technical Support.
The big four are pretty simple:
- Tell us about your SAS environment, such as the operating system, version of SAS, etc.
- Describe what you’re trying to do and what isn’t working as expected.
- Send the logs, errors or other information that might help us troubleshoot the issue.
- Tell us what you’ve already tried.
Don’t worry about having everything perfectly packaged before you contact us. Just give us a place to start.
One last thing…
We hope your SAS software runs smoothly, but we know questions and unexpected issues can come up. When they do, you don’t have to figure everything out on your own. SAS Technical Support is here to help. You can reach us through the SAS Customer Service Portal or other available support channels.
So, the next time you’re staring at an error and thinking, I have no idea what to try next…Give us a shout!
You’re not on your own. Our Technical Support team is here and ready to help.
