Help and Support
At the inception of a support call, we adopt a problem ownership
philosophy. We don't respond with 'its not our problem, call whoever installed
or supplied the component'. It may be that is the solution, in which case
we'll contact the supplier and liaise with them directly on your behalf,
keeping you informed of progress.
In the vast majority of cases however we are in a position to resolve the
issue quickly and efficiently using our own in-house resources or those
of our business partners. Whether it be through remote diagnostic access
under customer control, a site visit, or simply talking a designated user
through a recovery process, the tools and procedures are in place to handle
virtually any eventuality.
Where appropriate we offer backup and recovery procedures utilising our
own installed platforms, so provided you've a backup copy of your software
and data, we can replicate your system to enable your business to continue.
Its late Friday afternoon, you've got an important document to complete
before you leave, and the server suddenly crashes !!
Normally a nightmare scenario, but for those who've subscribed to one of
our range of support packages it needn't be.
Regardless of the nature of the problem or its severity, the very fact that
you've placed a support call with us means its important to you, and consequently
its important to us.
The call initiates our diagnosis
procedure where the issue is
assigned a severity rating and associated resolution window
jointly by SAS and the customer,
along with an agreed course of
remedial action commensurate
with the severity rating and consequences of the incident.