Support Packages

Technical Support Packages

SAS understands that every organisation has its own support needs. To accommodate this we have developed a range of support packages, outlined below, but we also provide customised packages to suit the particular requirements of an organisation.

Prime Support

Prime Support is our entry-level maintenance package, meeting the needs of organisations requiring ongoing support. Features included in the Prime Support package are as follows:

• Extended access to Support Engineers (8am to 6pm)
• Call logging via telephone or email
• Anytime web access to Helpdesk system
• Free software upgrades and patches
• Access to the Memex Knowledge Base
• Quarterly service review calls

Premium Support

Premium Support is designed for organisations with business-critical or maximum availability systems, offering all of the features of the Prime Support package, plus the following additions:

• Annual system health check
• Direct advice-line to a dedicated “champion” engineer
• Bi-monthly service review meetings

Plus24

Plus24 is a bolt-on package designed to boost the benefits of either the Prime or Premium Support packages to provide critical support cover 24 hours a day, 7 days a week, 365 days a year. Ultimately Plus24 secures our customers’ mission critical installations against downtime, allowing maximum coverage for organisations requiring total availability.