US Customer Service

US Customer Service

At Memex Solutions Team we know that our customers like to communicate with us in different ways, according to the needs of their business. That’s why we offer customer support across a variety of different communication channels.

Support Portal

You can log your own support issue as a case online, using our self-service web portal. Issues and questions can be raised in the portal with a simple description and all cases are assigned unique number that can be used for tracking and prioritization. Internal customer or IT tracking numbers are also accommodated and can be logged with support cases. The support portal also allows you to view the current status of any outstanding support cases and browse the Memex Support Knowledge Base.

Visit the Support Portal

If you need login/password credentials issued to you for the support portal, please email a request to MemexSupport@sas.com, including your Name, Organization, Title, phone and mailing address.

Customer Service Hotline

We offer a dedicated Customer Service telephone number which is answered promptly by staff who log and update support cases on a customer’s behalf. You’ll always get through to a real person, avoiding the frustrations that answering services bring.

US Helpdesk: 1-866-MEMEXUS

Email

For customers who prefer to email, you can email a description of your issue or question to MemexSupport@sas.com, and a Customer Service representative will respond promptly. All support cases are logged and updated on the customer’s behalf.

Secure Remote Support

Typically, support representatives will access customer systems to troubleshoot raised support cases. Where applicable, we will use previously agreed-upon connectivity methods such as credentialed, customer-established VPN access. Customer Support may alsoutilize SAS corporate Webex sessions to visually inspect reported behavior by system users or to provide technical instruction to customer system administrators. These Webex sessions are always recorded for customer protection.

Site Visits

Technical issues that require intensive diagnostic activities or system upgrade initiatives may necessitate an onsite visit by one of our representatives. Customers may also request a Customer Service site visit by emailing MemexSupport@sas.com.