Improving Our Agility


At SAS, providing you with world-class technical support is one of our top priorities. We aim to help you maximize your use of the wide variety of software products that we offer. You submitted feedback that you would like more globally positioned expertise. To meet that expectation, we have designed and launched a new operating model for Technical Support.  

Our overarching goal with this model is to adopt a structure based on function rather than on geography. This structure also benefits everyone involved: 

  • You will have access to Technical Support engineers with more deep knowledge and expertise. 
  • SAS Technical Support will have the agility to fluidly respond to workload changes.
  • SAS will expand its current network of experts across the globe and encourage more efficient problem-solving through collaboration. 
  • Technical Support team members will have the opportunity to have a global impact.   

During the transition time, our experienced Tech Support engineers will continue to provide you with the same level of excellence you have come to expect from SAS. As always, you are able to engage with Technical Support using the familiar channels of customer portal, chat, phone, and email. If you encounter any issues, please let us know using one of these channels. 

Along with this new model, we are modernizing Tech Support to better leverage technological advancements such as generative AI. And, coming soon, we'll let you know about a couple of big improvements that are underway but not yet ready for launch. In the meantime, know that we are here for you, always striving to provide you with the best support possible!

SAS Technical Support is ensuring tomorrow and supporting today.


About Author

Kimberly May

Senior Vice President, SAS Global Technical Support

Kimberly May, Senior Vice President of Global Technical Support at SAS, has developed a keen insight into customer relationships during her 24 years of leadership experience in the software field. She balances her passions for an excellent customer experience and a satisfied, high-performing staff by creating an exceptional support model. This dynamic model enables customers to use multiple channels, such as social forums and chat, to address their issues and leverages staff expertise to create robust online resources. Understanding that change is the nature of business today, Kimberly fosters a collaborative work environment in which experts leverage each other's knowledge to efficiently address customers' issues and to continuously learn.

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