The SAS Helpdesk system uses an online CRM (Customer Relationship Management) system to enable the logging, tracking and progression of every single support query from inception to closure. This allows us to deliver total customer satisfaction with a full audit trail of all activities.
Memex support queries are managed using a priority queuing system, whereby the most business-critical queries are addressed first (critical, serious, moderate, cosmetic), and unresolved queries approaching their resolution deadlines are immediately escalated. Fast resolution of queries is facilitated through the effective management of technical information on each and every customer.
At SAS we know that our customers like to communicate with us in different ways, according to the needs of their role and business. That’s why we offer support access along a number of different dimensions.
We offer a dedicated Helpdesk telephone number which is answered promptly by staff who log and update calls on a customer’s behalf. You’ll always get through to a real person, avoiding the frustrations that answering services bring.
US Helpdesk: Toll Free 1-866-MEMEXUS
UK & International Helpdesk: +44 (0)1355276076
For customers who prefer to email, you can email your query to firstname.lastname@example.org, and your query will be passed to the most suitable engineer for your needs.
You can even log your own support call online, using our self-service web portal, view the status of any outstanding queries and call history, and also browse the SAS Support Knowledge Base.
Secure remote support
Following a pre-arranged methodology, SAS is also able to access your system remotely and securely. In this way our engineers can work on your server far more quickly than would otherwise be possible. Once complete, a full log is provided of the work carried out.
Finally, where the above support methods are deemed to be either unsuccessful or unsuitable, SAS may also send a support engineer to the client site itself to solve the problem.