Frequently Asked Questions

To interact with the Pega Support team, you must be designated as a support contact with the relevant Support user role. To do this your company must nominate one or more users with the Account Administrator role in My Support Portal.

The Account Administrator (also known as Support Contact Administrator) is responsible for affiliating individuals to your company’s Pega Support account and assigning them with the roles necessary to interact with Pega Support team. We recommend you have at least 3 account administrators for contingency.

Assignments must be maintained on a regular basis to ensure that you have the right resources assigned, with the appropriate roles.

Refer to  Account Administration for detailed steps on managing support contacts and an explanation of the  Support user roles.

Cloud Specialist

The Cloud Specialist role grants the user permission to the following resources:

1. My Support Portal to create, view, update, and subscribe to support cases of type Cloud Assistance or Cloud Change
2. My Pega Cloud to manage cloud environments as explained in Managing your environments in the My Pega Cloud portal.

Security Contact 

Security Contacts may receive periodic security alerts from Pegasystems. For Pega Cloud service accounts, the Security Contact authorizes Cloud Change (CC) requests, in production environments.

Refer to  Account Administration for a detailed explanation of the  Support user roles.

Account Administration is the task of managing the individuals in your company who you designate as support contacts for your Pegasystems support account. 

The Account Administrator is responsible for this activity.

Refer to  Account Administration for detailed steps on managing support contacts and an explanation of the Support user roles.

Please contact your account representative, they will complete an ‘Account Administration Form' and forward it to [email protected] to be processed. This process is usually completed within 48 hours.

Please try the following options to solve this issue:

• Contact your Account Administrator (also known as Support Contact Administrator)  - You are not affiliated to the account, or you do not have the role to perform the action
• Log off (Click on your username > Log off) and log in to MSP
• Clear your Web Browser cookies
• Use an Incognito Browser session

Do not delete cookies of existing, active sessions without first logging off or closing the browser completely (not just a tab), or both.

Each browser type (Internet Explorer 11, Edge, Chrome, Safari, and others) has specific steps to clear, remove, or delete cookies. Refer to the browser’s documentation to learn how to delete a site-specific cookie. Refer to Google documentation on how to run a Chrome Incognito session.

The account displays when creating a case, managing users. However, it does not display in the My Pega Cloud (MPC) tab.

To solve this issue, contact your Account Administrator (also known as Support Contact Administrator) to enable the Cloud Specialist role which is required to access My Pega Cloud.

From the Header Banner select Account Administrators link. Click in the Account drop down box to select the relevant account. Account Administrator(s) for that account are displayed.

If you have yet to be affiliated to any account, you will need to contact a colleague who is already affiliated and ask them to provide you with the Account administrator's details.

Select the Get Help link on the right-hand side of the Home tab. This will bring you to the new landing page containing Frequently Asked Questions.

If your issue is not resolved here scroll down to the Still need help section and select the Contact Us button. This will direct you to the Community Feedback form.

Here you will have the opportunity to Report an issue with My Support Portal.

This action will raise an issue for the Pega Support application development team, who will respond to your query directly.

To view Notifications, click on the Bell icon in the top right-hand corner.

Here you can set or remove preferences which will enable you to be notified, of changes to your support cases.

My Support portal users can only be created by the following process:

1. Users register themselves on MyPega.com for access to the Pega community.
2. The Account administrator, for a specific account, affiliates a registered user to that account, providing them with access to interact with support resources.

Due to privacy issues, Pega resources are strictly prevented from affiliating clients to accounts.

Access My Support Portal to raise a ticket with the Support team. All tickets should be submitted here, including when your production environment is down.

(Also see: Creating a support ticket)

In the Home tab select the Create a ticket button.

The Create a new support ticket screen is displayed.

When reporting an issue or incident ticket type, you will be presented with a 3-step ticket creation process:

• Ticket details: Enter the details of your problem including any error messages and business impact
• Environment details: Detail the environment in which the problem is occurring. Attach relevant artifacts to assist the investigation.
• Contact information – Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

When requesting a support service, the ticket creation process differs depending on the type of ticket you are raising.

For an Existing Hotfix request

You will be presented with a 2-step process, that is:

• Hotfix details: Enter the details of the existing hotfix (HFIX-) you require. Note this produces a case with a HF- prefix.

• Contact Information: Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

For a Cloud Assistance request

You will be presented with a 3-step process, that is:

• Cloud assistance summary: Enter a short summary and identify your account, application  and environment
• Cloud assistance details: Provide a detailed description of the assistance required
• Contact Information: Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

For a Cloud Change request

You will be presented with a 3-step process, that is:

• Cloud change details: Enter a short summary and identify your account, application, and environment

• Task details: Select one or more task(s) and team responsible for each task
• Contact Information: Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

Note: The support ticket is in New-draft status when you start entering the details in the case creation form. A case ID is also assigned. This helps you to Save the form and return to finish it later. The case will only be submitted to the Pega Support team for triage once you select the Finish button at the end of the multi-screen process.

Access My Support Portal to raise a ticket with the Support team. All tickets should be submitted here, including when your production environment is down.

(Also see: Creating a support ticket)

In the Home tab select the Create a ticket button.

The Create a new support ticket screen is displayed.

From here you can select a ticket type via one of the ticket type buttons.  Review the list and select the button that best describes your problem. The options available are:

Report a

Request a

For all case types, the support case enters the status of New-draft when you start entering the details in the case creation form. A case ID is also assigned. This helps you to Save the form and return to finish it later. The case will only be submitted to the Pega Support team for triage once you select the Finish button at the end of the multi-screen process.

In the Home tab select the Create a ticket button.

The Create a new support ticket screen is displayed. From here you can select a ticket type via one of the ticket type buttons. For a problem with your environment select the Deployment / Install issue button.

When reporting an issue ticket type, you will be presented with a 3-step ticket creation process:

• Ticket details: Enter the details of your problem including any error messages and business impact
• Environment details: Detail the environment in which the problem is occurring. Attach relevant artifacts to assist the investigation.
• Contact information – Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

In the Home tab select the Create a ticket button.

The Create a new support ticket screen is displayed. From here you can select a ticket type via one of the ticket type buttons. For a problem with your application security select the Security / Performance issue button.

When reporting an issue ticket type, you will be presented with a 3-step ticket creation process:

• Ticket details: Enter the details of your problem including any error messages and business impact
• Environment details: Detail the environment in which the problem is occurring. Attach relevant artifacts to assist the investigation.
• Contact information – Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

In the Home tab select the Create a ticket button.

The Create a new support ticket screen is displayed. From here you can select a ticket type via one of the ticket type buttons. For performance problems  select the Security / Performance issue button.

When reporting an issue ticket type, you will be presented with a 3-step ticket creation process:

• Ticket details: Enter the details of your problem including any error messages and business impact
• Environment details: Detail the environment in which the problem is occurring. Attach relevant artifacts to assist the investigation.
• Contact information – Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

In the Home tab select the Create a ticket button.

The Create a new support ticket screen is displayed. From here you can select a ticket type via one of the ticket type buttons. To request an existing hotfix, select the Existing Hotfix button.

When requesting an Existing Hotfix, you will be presented with a 2-step process, that is:

• Hotfix details: Enter the details of the existing hotfix (HFIX-) you require. Note this produces a case with a HF- prefix.

• Contact Information: Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

In the Home tab select the Create a ticket button.

The Create a new support ticket screen is displayed. From here you can select a ticket type via one of the ticket type buttons. To initiate a change in your Pega Cloud environment, select the Cloud change button.

When requesting a Cloud change, you will be presented with a 3-step process, that is:

• Cloud change details: Enter a short summary and identify your account, application, and environment

• Task details: Select one or more task(s) and team responsible for each task
• Contact Information: Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

In the Home tab select the Create a ticket button.

The Create a new support ticket screen is displayed. From here you can select a ticket type via one of the ticket type buttons. To ask a question or request information about your Pega Cloud environment, select the Cloud assistance button.

When requesting Cloud assistance, you will be presented with a 3-step process, that is:

• Cloud assistance summary: Enter a short summary and identify your account, application and environment
• Cloud assistance details: Provide a detailed description of the assistance required
• Contact Information: Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

In the Home tab select the Create a ticket button.

The Create a new support ticket screen is displayed. From here you can select a ticket type via one of the ticket type buttons. To report a problem with the downloads available to you in the digital delivery center, select the Deployment / Install issue button.

When reporting an issue ticket type, you will be presented with a 3-step ticket creation process:

• Ticket details: Enter the details of your problem including any error messages and business impact
• Environment details: Detail the environment in which the problem is occurring. Attach relevant artifacts to assist the investigation.
• Contact information – Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

We have recently redesigned our software download capability on My Pega. Our redesigned experience makes downloading Pega software easier, quicker, and more intuitive than ever.

How to access the new software download experience

1. Visit my.pega.com
2. Hover over the left-hand navigation panel and select "My Software" (visible to users authorized to download software)
3. For a short walkthrough of the experience, please view this How-To video.

The case creation process will guide you through the necessary requirements for the case.

Be prepared to include the following information:

• Describe the impact the issue is having on end users, development teams, project milestones
• Provide the steps to replicate the issue
• Attach screen shots which illustrate the issue
• Attach any relevant log files
• Provide any relevant information from PDC / AES
• Provide any root cause or diagnostic analysis you’ve completed prior to raising the Support case
• Reference any relevant Pega community articles you’ve found

A Client Advisory case [prefix: CAD-] is a new case type introduced by Pega to facilitate direct communication with our clients. This case type is created by Pega and used to share important messages from Pega with you.

We use the CAD case to share the following types of messages:

• Security Messages
• Policy Changes
• Other important information

CAD cases are targeted at specific My Support Portal users based on their role. So, for example if you are set up as a Security Contact you will receive communications relating to security alerts. If you are an Account administrator, you will receive communications highlighting the need to review and update the users affiliated to your account.  Messages can also be shared with all My Support portal users in your account.

See Client Advisory Case for full details of this case type.

A Client Advisory case [prefix: CAD-] is a new case type introduced by Pega to facilitate direct communication with our clients. This case type is created by Pega and used to share important messages from Pega with you.

We use the CAD case to share the following types of messages:

• Security Messages
• Policy Changes
• Other important information

CAD cases are targeted at specific My Support Portal users based on their role. So, for example if you are set up as a Security Contact you will receive communications relating to security alerts. If you are an Account administrator, you will receive communications highlighting the need to review and update the users affiliated to your account.  Messages can also be shared with all My Support portal users in your account.

See Client Advisory Case for full details of this case type.

Issues

When submitting an Issue ticket type, the severity is calculated for you based on the business impact. Tickets are prioritized based on severity.

Business Impact for issues

• Severe: Critical issue blocking high priority business functionality, blocking go-live and is a showstopper.
• Moderate: Major issue preventing major business use case from being developed.
• Minimal: Cosmetic issue, nice to have for go-live, documentation issue or other non-impacting issue.

Incidents

When submitting an Incident ticket type, the severity is calculated for you based on the business impact, environment and whether the problem is currently active. Tickets are prioritized based on severity.

Business Impact for incidents

• Critical: All business operations are currently not functioning in production for all users or production system is inaccessible.
• Severe: Significant business operations are currently impacted in production and most users are blocked from performing work.
• Moderate: Business operations are impacted as a portion of users are unable to perform their work or a non-recurring event which has caused a brief disruption.
• Minimal: Business operations are minimally impacted as users have suitable workarounds and are not prevented from performing their work.

For Incidents and Issues

Detailed definitions of each severity level refer to  Severity Levels and Response Times in the [email protected] Client Handbook.

Carefully consider your responses, as your inputs will help the Support team to work on the right tickets with the right focus at the right time.

Support works tickets based on engineer availability and expertise. Although we strive to work on the highest severity tickets first, if an engineer is available but they are not the right resource for a higher severity  ticket, they may pull the highest severity ticket which falls into their area of expertise.

If your business reality changes, please reach out to the engineer assigned to your support ticket or the Pega Support Call Center to help you adjust the severity.

The severity of your support ticket is assigned even though you did not explicitly select one.

When submitting an Issue this is derived based on the information you provided in the business impact field.

When submitting an Incident, the severity is calculated for you based on the business impact, environment and whether the problem is currently active.

Refer to Escalating support cases for information on our escalation process.