Frequently asked questions related to COVID-19 and SAS customer support

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COVID-19 is truly a global health issue affecting everyone and causing concern for you, our customers. As we all continue to navigate the uncertainty of this outbreak, SAS is committed to supporting your business as a valued partner and will ensure continuity of service. We created this guide to address customers’ queries about our products, services and business continuity management program.

Will SAS products and services be impacted by COVID-19?

We do not anticipate any limits or restrictions regarding the availability of SAS products or services as a result of COVID-19. While certain SAS office locations have closed or implemented a remote working policy, we are continuing to ensure excellent customer service.

Will my cloud services be impacted?

We do not anticipate any impact to SAS’ critical supply chain, logistics arrangements and facilities.  Additionally, our SaaS solutions and managed services are supported and operated by teams of skilled personnel who can work remotely to provide agreed service-level coverage.

What are SAS’ strategies for providing customer support?

In response to the current COVID-19 pandemic, SAS is taking precautions to protect employees and minimize business interruptions. SAS has Business Continuity Management (BCM) plans in place for crisis management as well as for resumption of key customer-facing services, such as technical support.  SAS’ business continuity plans provide for staff to maintain critical services and, where appropriate, for staff to work remotely, or to utilize geographically disperse staff. Plans also address comprehensive security measures and regular off-site rotation of data backups for SAS’ hosted solutions. SAS’ global 24-hour technical support is always ready to provide services and is not impacted by the virus outbreak.

SAS incorporates a Communicable Disease Plan response in its BCM policies to prepare SAS’ timely and efficient response in the event a communicable disease affects or poses a credible threat of transmission in one or more of SAS’ global workplaces. In a communicable disease event, as with other disruptive incidents, SAS’ Emergency Operations Command (EOC) may be engaged along with other key internal parties. SAS’ Communicable Disease Plan provides pandemic guidance aligned to the latest guidance from World Health Organization (WHO) and Centers for Disease Control and Prevention (CDC), including points of contact for international agencies.

Will there be delays in SAS’ supply chain due to COVID-19?

We do not anticipate any impact to SAS’ critical supply chain, logistics arrangements and facilities. SAS has minimal external dependencies. Third-party dependencies are qualified for their criticality and as appropriate, additional steps may be taken to assure continuity of SAS' business and/or consideration of the use of alternate suppliers. If service levels are disrupted, customers will be informed through communication channels which may include company phone messaging, the SAS customer support website, personal contact with account managers and/or other staff and business partners.

I have questions about my license relating to expiration or expanding usage while employees are required to work from home. Are you making any special accommodations for businesses coping with disruption related to the virus?

We will work with you to make accommodations that make it possible for you to continue using the software even if your staff is working from home or your business is disrupted in other ways due to the virus outbreak. We are here to help.

If you cannot reach your account team, contact the global office closest to you or reach out to the SAS Customer Contact Center.

Who at SAS can help address any COVID-19 requests regarding specific data and analytic needs?

We recognize that today -- more than ever -- there is opportunity for SAS to help its customers with critical business challenges. Please reach out to your account team or global office for additional assistance. Some examples of how SAS is already helping customers use data and analytics in the fight against the virus:

  • Helping the public sector predict the spread of the virus.
  • Ensuring strong supply chains for medical, food and retail supplies.
  • Optimizing health care workforce and facilities.

We have also created this data visualization as a way to inform ourselves and others on the impact of coronavirus.

How is SAS managing potential risk posed by third parties?

Although SAS has minimal external dependencies to support critical operations, it is a regular part of due diligence practices to consider potential disruptions to third parties. This diligence is especially important in this time of uncertainty as businesses are dealing with ramifications of COVID-19. SAS also recognizes that third-party risk management is a component of ISO standards, as well as global industry sector guidance and regulation, that our customers may follow.  
 
Through the Business Continuity Management (BCM) program and other company processes, SAS is reaching out to and monitoring third-party dependencies to affirm their ability to continue providing services during COVID-19. SAS’ mitigation strategies include qualification of third-party continuity planning as well as the use of alternate resources to meet recovery time objectives and service-level agreements.  
 
On an ongoing basis, SAS qualifies third parties for a variety of risk management areas including information security controls, anti-corruption trade practices, data privacy, and project delivery and support. Given concerns about supply chain disruption during the COVID-19 outbreak, these practices have become even more important.  
 
For more information about SAS’ BCM plan, view the white paper.

What is happening with SAS Global Forum and all other planned customer events?

Our top priority is the health and well-being of attendees and employees. After careful consideration of the evolving concerns around COVID-19, and based on guidelines and recommendations from various global health organizations, we’ve made the very difficult decision to cancel in-person events through June – including SAS Global Forum 2020. We are postponing SAS Global Forum at this time and will provide updates on future plans at the SAS Global Forum event site. SAS is looking at options to provide certain event content virtually and will keep customers updated.

What is the operational status of the SAS office near me?

The SAS executive team has been meeting daily to discuss how we can safeguard our employees, continue to support our customers and partners, and meet SAS’ business obligations during this very difficult period. SAS has always had a flexible work environment that allows employees to work with their managers on arrangements that best suit their personal needs.  With the latest US national emergency and North Carolina state of emergency declared, SAS has directed US employees to work remotely through May 31, and the Cary campus is not allowing visitors during this time. Outside the US, regional leadership will continue to make decisions based on the situation in the region, following local guidelines and directives.

Any offices experiencing mandatory remote working policies will maintain essential business processes and customer support to prevent disruptions to customer services.

Please contact your SAS account executive with any further questions or reach out to the SAS Customer Contact Center.

How can I get updates on COVID-19 from SAS?

As we continue to closely follow developments related to COVID-19, including recommendations from the CDC, WHO and other government and health authorities, SAS will share any new developments through this FAQ page. In the meantime, know that our thoughts are with all those around the world who have been affected by COVID-19.

 

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4 Comments

  1. Wanda Gilbert on

    Hello, are there any restrictions on the number of online classes per person in the special HHS/CDC deal?

  2. Beverly Brown
    Beverly Brown on

    Hi Chris S, open the full report and scroll to the bottom right corner. You'll see a link to data sources, including a downloadable data set.

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