Service Level Agreement

Location of the services

Services are mainly delivered remote
Periodic on-site support

Single Point of Contact ‘SPoC’ to SAS Institute

Deficiencies or errors identified in the software reported and logged to SAS on behalf of the client
Monitor progress
Ensure appropriate priority at SAS

Service desk

08:00 – 18:00 CET
Monday to Friday (except Dutch public holidays)

Main Components

SAS Environment Support

Fixed annual fee
Dedicated service team within office hours
Ensure availability & stability of the SAS environment
Resolving system failures is included in service
Mutual interest in reducing system failure to a minimum

SAS environment enhancement

Annual budget
Leveraging skill and knowledge of the OCS service team
“Project type” activities
Client authorises and prioritises activities

SAS Environment Support Tasks

The following tasks can be included in the service, depending on the value of
the SAS environment for the organisation.

  • Daily activities:  Monitor SAS services, Maintenance jobs, Resources check, Resolve problems, Maintain security
  • Weekly activities:  Report summarised status to stakeholders, Check for hotfixes & announcements, Planned Maintenance jobs
  • Monthly activities:  Restart SAS servers, Perform Health Check, Operating system patching, Create Progress Report
  • Quarterly activities:  Report summarised status to Stakeholders, Review & maintain the security policies, Tactical meeting and preparation, Create Service Level Report
  • Half-yearly activities:  Create Hotfix report and Install hotfixes, Version advice and management
  • Yearly activities:  Change passwords & encryption passphrases (& impacted items), Update SSL certificates (when applicable), Test Disaster & Recovery, Update SAS license, Strategic meeting and preparation

SAS Environment Enhancement

Out-of-scope enhancement services, e.g.

  • Implementation of authorisation maintenance and security
  • Version maintenance (maintenance release update or SAS version update)
  • Support with release management
  • Performance tuning
  • Monthly meeting on-site with the key users
  • Functional support

Would you like to discuss the possibilities for your company? Contact Raymond Ebben via email or call +31 (0) 73 523 6000.