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SAS-L Panel / SAS-L vs. SAS Institute Tech Support

[This is part of a report on a panel discussion about SAS-L which took
place during the 2003 NESUG conference. Partcipants: Paul Dorfman, Ron
Fehd, Phil Mason, Barbara Okerson, Dianne Louise Rhodes, David Septoff;
also Ray Pass]


On the subject of SAS-L vs. SAS Institute Tech Support ...

Dianne noted that a real strength of SAS-L is that it functions 24
hours a day, seven days a week. She recalled a situation in which she
helped somebody who had a project deadline on Christmas Eve.

Ron pointed out that SI technical support sometimes is slower because
problems often must be handed off, sometimes more than once.

Barbara likes the fact that SAS-L often comes up with several
alternative solutions to a problem, whereas SI technical support will
stop when it has one, which may require follow up work by the user.

Ray suggested that it sometimes makes sense to give a question to
both.

David differentiated between software installation and configuration
issues, which he sees as a strength of SI technical support, and
usage-oriented (task or problem) questions, where SAS-L is likely to
shine.


[See "SAS-L Panel" on
http://www.listserv.uga.edu/cgi-bin/wa?A1=ind0312d&L=sas-l for more.
Any misrepresentations in this report are unintentional and are my
responsibility.]

Howard Schreier
0
12/24/2003 6:01:44 PM
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