SAS Software Limited

SAS Analytics Support Services

SAS Professional Services and Support puts you in partnership with skilled, certified consultants to ensure you gain immediate and long-term value from SAS. Through a series of quick-starts or bespoke engagements, SAS partners with you to understand your needs and goals, and chart your optimal path to success.

Features

  • Architecture(+Review), Testing, Admin, Configuration, Migration Services, Deployment, Installation
  • Data Scientist/Science- ModelOps Health check assessment/ Enterprise Data Analytics
  • SAS data quality, data access, preparation and cleansing services
  • SAS Viya 4 Quickstart Service / Modernisation to Viya 4
  • Platform workload migration/ Cloud Modernisation Assessment/ Content Assessment/ roadmap
  • SAS Staff Augmentation, Customised programs to grow the analytics skills
  • Reporting and Visualisation services, refine, design reporting, physical output, prototypes
  • Application Managed Service Support, Platform Admin, User Management, Monitoring
  • Analytical Model Development, profiling segmentation, retention, response modelling, profitability
  • Digital Insights and Attribution services, plus knowledge-transfer as appropriate

Benefits

  • The most comprehensive and skilled SAS services and support resources
  • Reduce TCO by leveraging service models for SAS deliverables
  • De-risk Cloud migration through proven migration strategies and techniques
  • Optimise existing investments by right-sizing SAS deployments through technical assessments
  • Aid the development of new analytical capability
  • Benefit from reduced SAS on G-Cloud software deployment times
  • Improve operational resilience by leveraging cloud providers infrastructure
  • Improve data quality through access to established processes and tools
  • Minimise business impact, faster response times to resolve technical issues
  • Increase productivity and get results and answers with minimal overhead

Pricing

£795 to £1,650 a unit a day

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukframeworks@sas.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

8 5 6 3 4 9 3 9 3 3 1 3 2 1 5

Contact

SAS Software Limited Neil Cruden
Telephone: 01628 486933
Email: ukframeworks@sas.com

Planning

Planning service
Yes
How the planning service works
SAS collaborates with your IT professionals to expedite the installation and integration of your SAS software within the cloud environment. The goal is to enabling you to experience the power of SAS technology quickly. Our four decades of experience in analytics serves as the foundation of our consulting services. Highly skilled, certified consultants work alongside you to help you gain both immediate and long-term value from your SAS investment. SAS partners with you to understand your needs and goals, and to help you chart an optimal path to success.

As part of this process SAS recommends conducting thorough discovery and definition assessments, partnering with you to make sure we understand your business and technology needs. SAS then recommends innovative IT strategies and architecture services that will propel you toward success.

Following implementation, SAS stays in touch to provide continuous guidance and coaching, ensuring that you get the most from your SAS investment. SAS aligns our solutions with your evolving business strategies, while delivering the highest quality of customer service available anywhere.
Planning service works with specific services
Yes
Hosting or software services the planning service works with
  • SAS Viya
  • SAS 9.4
  • SAS Visual Analytics
  • SAS Visual Statistics
  • SAS Visual Data Mining and Machine Learning
  • SAS Visual Text Analytics
  • SAS Machine Learning
  • SAS Open Model Manager
  • SAS Workforce Analytics
  • SAS Customer Intelligence 360

Training

Training service provided
Yes
How the training service works
Working with your organisation’s Learning and Development specialists to embed learning into every stage of a project, from the initial Discovery phase, through Business-As-Usual operational working in your cloud-hosted SAS environment. This supports the users in their application of SAS within the context of their business processes. SAS delivers over 300 technical training course via private SAS cloud or Amazon Web Services. Training can be provided in a various formats including:
• Learning Needs Assessment;
• Skills benchmarking;
• Public schedule training;
• Consultant-led custom event courses;
• Facilitated workshops;
• eLearning and online simulations;
• Live web classes;
• Self-directed study;
• Coaching and mentoring;
• SAS certification and academic qualifications;
• Free video-based learning resources.
Training is tied to specific services
Yes
Services the training service works with
  • SAS Viya
  • SAS 9.4
  • SAS Visual Analytics
  • SAS Visual Statistics
  • SAS Visual Data Mining and Machine Learning
  • SAS Visual Text Mining
  • SAS Machine Learning
  • SAS Open Model Manager
  • SAS Workforce Analytics
  • SAS Customer Intelligence 360

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
SAS partners with you to explore and understand your business and technology needs to recommend innovative solutions that empower you to achieve - and exceed - your strategic objectives.

SAS collaborates with your IT professionals to expedite the installation and integration of your cloud-hosted SAS software. This enables rapid project start-up and access to information, allowing you to experience the power of SAS technology quickly.

SAS leverages our technology and solution expertise to effectively deliver cloud-based SAS solutions. SAS provides knowledge transfer so your staff can quickly experience the benefits of your SAS investment first-hand.
Setup or migration service is for specific cloud services
Yes
List of supported services
  • SAS Viya
  • SAS 9.4
  • SAS Visual Analytics
  • SAS Visual Statistics
  • SAS Visual Data Mining and Machine Learning
  • SAS Visual Text Analytics
  • SAS Machine Learning
  • SAS Open Model Manager
  • SAS Workforce Analytics
  • SAS Customer Intelligence 360

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
SAS quality assurance includes

- Design/Project documents that are peer reviewed before submission for approval and signed off.

- Any code SAS develops undergoes unit testing and integration testing. Test plans/test cases are created as part of the design process. The code is tested and defects are fixed prior to handover.

- SAS works with customers to support them with their testing. This is typically includes Security and Penetration testing to help to resolve any issues found while testing; Disaster Recovery and fail over testing to help to define the processes and resolve issues; Performance Testing to define the tests and investigate any issues; System Integration and User Acceptance testing to review customer’s test scripts and fix any issues/defects.

Performance KPI's and SLA's are typically defined by the customer. Performance testing includes the underlying infrastructure and testing any applications built on SAS software; the I/O requirements that are expected from the underlying infrastructure; the performance of any applications, once the application has been built. SAS will work with the customer to define the tests and, if necessary, will support the remediation and any optimisation of code.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
SAS provides Enhanced Support, SAM and RAM, tailored and priced to suit the customer needs.

The specific services offered through Enhanced Support include the following:
• Technical Account Manager, providing you with a range of advisory services on the assessment, implementation and operation of SAS; helps to co-ordinate resources required; holds regular meetings with you to understand your key projects, solutions and infrastructure; acts as an escalation point for all upgrade and maintenance queries.

• Onsite Support for SAS installation, release migration and infrastructure modernisation; and problems that cannot be resolved with remote assistance.

• Critical Period Support providing you with an experienced and dedicated consultant outside office hours for system upgrades and infrastructure modernisation.

• Premium Support Workshop to teach you effective problem investigation techniques and how to make best use of priority handling service and help SAS understands your key projects, solutions and infrastructure.

SAM and RAM support includes
• Single point of contact across the end-to-end solution of a SAS Hosted environment
• Leading edge expertise and approaches to analytics that can provide Analytical Insights and recommendations to maximise business value
• Solution development change control estimation, resourcing and planning

Service scope

Service constraints
SAS has the capability to provide a follow-the-sun support model as and if required. This is predicated upon the clients requirements and any restrictions that may be applied on how and where this support is based. To facilitate any country specific restrictions, SAS has multiple support models that can be adopted as required and supported by Enhanced Support. This is broken down into 3 options Elite Support, Premium Support and Customised Support.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Level 1 (Blocker). Critical SAS production system down or does not function at all. Initial follow-up 30 minutes
Level 2 (Critical). Issue relates to loss of data, the inability of a User to access the System, or potential impact to key deliverable or deadline. Initial follow-up 4 hours of a SAS Business Day
Level 3 (Major). Incident impacting a User's ability to perform a task without a critical deadline. Initial follow-up 1 SAS Business Day
Level 4 (Minor). Usage questions. Initial follow-up within 1 SAS Business Week
Level 5 (Trivial). Cosmetic problems. Initial follow-up within the next SAS Business Week
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), 7 days a week
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
SAS is committed to providing accessible software, documentation, training and support materials through the ongoing evolution of our products and internal processes. Our goal is to enable users of all abilities to access the power of analytics. SAS strives to be the vendor of choice for organisations that need to deploy analytics in an inclusive manner.

SAS has adopted WCAG 2.0 AA as our internal accessibility standard for all software, documentation, training and support materials. SAS has appointed a Director of Accessibility and established a centralised Accessibility Team that is charged with implementing the internal accessibility standard. Several members of the team have disabilities.

The Accessibility Team:

- is familiar with the WCAG 2.0 principles, guidelines, success criteria and common failures.
- are resident experts on assistive technologies that are used by people with disabilities.
- provide 3rd level customer support for SAS users with disabilities and recruit those users for usability tests in the SAS Usability Lab.
- delivers accessibility training for R&D staff. To date, training classes have been created for WCAG 2.0, the Accessible Rich Internet Application (ARIA) specification, the JAWS screen reader for Microsoft Windows, and the VoiceOver screen reader for Apple iOS.

Further information: www.sas.com/accessibility
Support levels
(Level 1): A critical SAS production system is down or does not function at all,

(Level 2): A component of SAS is not performing; creating a significant operational impact

(Level 3): A component of SAS is not performing as documented; moderate operational impact

(Level 4): Usage questions; clarification of documentation

(Level 5); Suggestions; requests for new product features and enhancements

Weekend Support is provided for critical issues only.

This service offers additional customer support services covering Technical Account Management, Critical Period Support, Priority Handling, Application Management Support either Onsite or Offsite Support. As part of the Premium Support and Elite options they can entitle you to specifically tailored onsite Premium Support Workshops and invitations to SAS events.

Further information available: http://support.sas.com/techsup/support.html

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
Approachable Certification Limited
ISO/IEC 27001 accreditation date
17/02/2012 (14/11/2021-23/11/2024)
What the ISO/IEC 27001 doesn’t cover
Scope of Activities included:
The provision of SAS software and associated services based at and
operating from Marlow HQ in accordance with Statement of
Applicability version 2.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
Other security certifications
Yes
Any other security certifications
  • Cyber Essentials (CE)
  • Cyber Essentials Plus (CE+)
  • The infrastructure security certificates including ISO 27001, 27017 and 27018
  • The infrastructure security certificates including SOC2 and 3.

Social Value

Fighting climate change

Fighting climate change

SAS recognises that its most material environmental issues are related to the use of energy and related greenhouse gas emissions from site operations, data centres and the development of software solutions.

SAS remains committed to the goals of the Paris Climate Accord and joined the Business Ambition for 1.5°C. SAS was recognised as one of the first 1,000 companies to set a 2050 carbon-neutral goal and commit to establishing science-based targets. In 2020, SAS submitted 2025 and 2030 emission reduction targets to the Science Based Targets initiative (SBTi) for review. These targets expand on SAS' path to net zero by changing the base year for interim targets from 2011 to 2018 and now include scope 3 emissions that are affected by how the company operates.

To achieve its net zero ambitions, SAS assigns top priority to minimising energy consumption and related emissions from its operations. Key energy and emissions mitigation initiatives include establishing aggressive energy and emission reduction goals; building and maintaining facilities to LEED® guidelines; installing electric vehicle charging stations; investing in renewable energy; pursuing smart energy-efficient technologies for office buildings and data centres; encouraging teleconferencing to limit travel; and developing analytic tools to help employees understand the environmental impacts of their business decisions.

The SAS Environmental Management Programme applies best practice ISO 14001 Environmental Management System processes and structure to drive continual improvement across business operations, and in the development of solutions and services to address its environmental impacts.

SAS uses its own technology to measure and analyse the performance of its sustainability initiatives. SAS software calculates the company’s global carbon footprint and the impacts of business processes and mitigation initiatives. SAS solutions support the application of global standards such as the Greenhouse Gas Protocol and the Global Reporting Initiative Enabling continual improvement of environmental processes.
Covid-19 recovery

Covid-19 recovery

In 2021, the SAS STEP Programme was launched in the UK and Ireland earlier. It is a free digital learning programme to aid post-pandemic economic recovery by training people in much sought-after data skills, with the aim of finding them employment.

The free SAS STEP programme provides jobseekers with skills in data literacy, data analytics and data science http://www.sas.com/step. The learning platform provides free access to SAS analytical software and a suite of digital learning resources.

The programme uses SAS’ existing commercial learning platform and operational systems to manage every aspect of the learner journey from initial enquiry, through logistics to post-learning evaluation and analysis. There is no cap on organisation or participant numbers from charities or non-government commercial organisations.

Additionally, to meet the needs of learners and professionals adapting to new daily routines brought on by COVID-19, SAS launched flexible, free options for learning SAS. This resulted in more than 44,000 activations of the SAS Academy for Data Science and SAS Learning Subscription trials.

In additional to general policy issues, SAS will engage with governments to offer its assistance when society and the communities we operate in face significant issues such as the COVID-19 pandemic. Early in 2020, SAS developed specific analytics and software tools for our government partners around the globe as governments raced to understand the crises and how to respond.

The COVID-19 Data Analytics Resource Hub was created for this purpose. SAS continues to find ways to offer support to our government partners.
Tackling economic inequality

Tackling economic inequality

There is widespread evidence that big data analytics helps achieve short- and long-term development goals around the world. As the global leader in analytics, SAS is passionate about applying its cutting-edge technology and expertise to help solve some of society’s biggest problems such as poverty, disease, hunger and illiteracy.

SAS has always been an organisation motivated by challenges to use its technology to build a better world. As the UN Sustainable Development Goals work to reduce inequalities and ensure healthy living, SAS seeks out opportunities where it can help create a brighter future for all. SAS’ social innovation initiative works to find creative ways to accelerate global progress and move the world toward a more sustainable future. One of the ways that SAS supports this goal is through the Data for Good movement, which encourages using data in meaningful ways to solve humanitarian issues around poverty, health, human rights, education and the environment. From helping to boost healthy bee populations and combating deforestation to revealing racial disparities in homeownership and investing in patient wellness, SAS is contributing to building a better world for the people and the planet.

SAS’ social impact programs rely on the curiosity and expertise of SAS employees who are passionate about using their skills for social good. Thanks to these efforts as well as the company’s partnerships with customers, industry groups, non-profits, governments and global organisations, SAS continues to discover new opportunities for analytics to serve the greater good.
Equal opportunity

Equal opportunity

At world headquarters and across all of its country offices, SAS is committed to providing an equal employment opportunity that treats all employees and applicants equally based on merit and experience – without regard to age, race, colour, sex, gender, gender identity,
religion, creed, ancestry, national origin, citizenship status, marital status, sexual orientation, veteran status, disability, medical condition, pregnancy, or any other protected class as defined by government, regional or local law.
Wellbeing

Wellbeing

SAS cultivates the optimal environment for creativity, encouraging employees to take risks and exceed expectations while helping them integrate work and life. SAS invests in employee career development, and employee health and well-being through several services, programs and benefits. As a workplace culture champion, SAS has always invested in keeping employees happy to help attract, retain and motivate top technology talent. SAS’ comprehensive support infrastructure ensures employees stay healthy – both physically and mentally – with such benefits as its Work/Life and Employee Assistance Program (EAP). SAS’ Work/Life ensures expert guidance for employees navigating difficult life events; it helps them lead balanced, healthy and productive lives.

SAS supports the idea that all employees have a natural desire to learn and grow. As part of its culture and benefits, SAS provides many development opportunities for employees, whether for specific job skills, business acumen or interpersonal competence. Training includes instructor-led classes, e-learning and live web training. SAS encourages employees at all levels to pursue training to hone their skills. Employees with sharp, updated and relevant skills offer more value to SAS customers in the dynamic, evolving world of data and analytics.

Pricing

Price
£795 to £1,650 a unit a day
Discount for educational organisations
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at ukframeworks@sas.com. Tell them what format you need. It will help if you say what assistive technology you use.