Every organization that chooses to rely on SAS solutions does so with the goal of unlocking value from data, improving business decisions, and optimizing processes. However, even in the best-designed implementations with well-trained users, a critical moment can arise: when the production system goes down. It is in these moments that the difference between reactive support and proactive support becomes truly significant.
From standard to tailored: Why advanced support levels matter
Standard technical support, included with the SAS license, is undoubtedly high-quality: 94% of customers rate it positively. However, by its very nature, it is a reactive service — designed to step in only after an issue has occurred.
Imagine an organization that has just completed a complex SAS Viya implementation: analytical models are up and running, business users are trained, and the return on investment is beginning to take shape. Or consider a company that has decided to modernize its long-standing SAS 9 architecture to embrace the flexibility and scalability of cloud-native technologies. In both cases, these are common scenarios among our clients.
However, during these critical phases, an unexpected technical issue can compromise the production system. The standard support provided by SAS — included with the license — is certainly efficient but, as mentioned, it is a reactive service. With the evolution of technology and the introduction of more complex environments such as SAS Viya, many organizations find themselves operating in contexts where even brief downtime can have significant business impacts.
For these scenarios, SAS offers an Enhanced Support service — a set of tiered offerings ranging from Customized to Premium Support — designed not only to resolve issues, but to prevent them.
A new paradigm: proactivity, continuity, and customer knowledge
At the heart of Enhanced Support lies the ongoing relationship between the customer and a dedicated expert: the Technical Support Account Manager (TSAM). This relationship is more of an ongoing partnership rather than the traditional technical support experience. The TSAM is a professional assigned to the customer, acting as a consistent point of contact who deeply understands the customer's environment, software architecture, processes, and business goals. They not only coordinate support activities but also serve as a true technology partner—anticipating risks and recommending improvements with a proactive approach to platform management. In practice, the TSAM operates like a conductor between the customer and the SAS team, able to speed up responses but, more importantly, to prevent issues from recurring.
This operational closeness helps minimize downtime, allows for precise maintenance planning, and enhances the overall experience with SAS Software. Additionally, the customer benefits from personalized dashboards to monitor the status of requests, regular strategic alignment meetings, and tailored workshops designed to build internal expertise and foster increasing self-sufficiency.
The experience of those who have adopted it: Aria's testimonial
SAS Enhanced Support has proven to be a crucial element in the operational context of Aria (Regional Agency for Innovation and Procurement), characterized by complex, heterogeneous systems with significant customizations.
"The ability to proactively anticipate, manage, and address issues that inevitably arise in such complex environments has proven to be invaluable. Thanks to this preventive and targeted approach, we have not only been able to avoid major disruptions, but also optimize our platforms—significantly improving the overall user experience," says Andrea Salvagnini, Head of the Data Engineering and Technologies Management Area within the Digital Information Hub (DIH) division at Aria. "For us, it wasn’t just a support service, it was a true strategic partner that significantly contributed to the stability, efficiency, and quality of our operations. We are extremely satisfied with the results achieved and deeply appreciate the commitment and professionalism of the team."
One of the most appreciated aspects was the introduction of structured weekly meetings, which enabled constant monitoring of the SAS environment and rapid identification of critical issues. As a result, corrective actions were timely and effective, significantly contributing to overall operational stability and efficiency.
Toyota Financial Services: Support as a Driver of Transformation
Another emblematic example comes from Toyota Financial Services Italy, which chose to adopt SAS Enhanced Support as part of an ambitious digital project. The goal was to completely update the customer relationship management system, making it more integrated and intelligent.
"The collaboration with the SAS Enhanced Support team has allowed us to grow together, tackle initial challenges, and find new opportunities to extend the use of the SAS platform to other business areas. This type of support accelerates goal achievement and fosters a more integrated work environment, open to digital transformation," says Carla Sanarica, IT CRM and Data Analytics Manager at Toyota Financial Services.
"What emerges is a vision of support as an enabling element, rather than just a response to emergencies. If I had to describe the SAS Advanced Support team in three key words, I would choose: 1) Availability, because the SAS team has always been ready to respond to our needs and questions, regardless of the complexity of the issue or the urgency of the request.; 2) Practicality, for the ability to provide practical and applicable solutions to our problems; 3) Collaboration, perhaps the quality that best describes our relationship with the SAS Advanced Support team, because we managed to overcome the biggest challenges, going beyond a simple client-supplier relationship and creating a true team spirit in achieving measurable results," says Sanarica. Toyota and Sanarica's full story is available to read.
Proactivity beats reactivity
In the world of analytics and data management, timeliness is often what distinguishes effective management from an operational crisis. SAS Enhanced Support doesn't just respond to issues; it builds a relationship of trust, provides strategic insight, and guides the customer through a path of sustainable and informed technological evolution.
For organizations facing complex challenges, architectural transitions, or simply seeking to increase the resilience of their production environments, it's time to radically rethink the concept of support. And ask yourself: what impact could proactive management of technological issues have on my business?
