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 For Something I need > Service Request > Cloud Service
2. My Pega Cloud to manage cloud environments as explained in Managing your environments in the My Pega Cloud portal.
3. Pega Predictive Diagnostic Cloud to monitor the performance and health of applications, for both on-premises and cloud environments.

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 a 'Support Contact Administrator / Security Contact Community 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.

If your production environment is down and you need to report a Severity 1 issue, please contact the Pega Support Call Center so we can provide immediate assistance.

For all other issues access My Support Portal.

In the Home tab select the New Request button where you will be provided with 2 options:

• For an issue I’m having
• For something I need

When selecting For an issue I’m having there is a four-step process:

• Create: Enter issue details including Severity and business impact
• Details: Describe the issue in more detail
• Environment: Detail the environment in which the issue is occurring. Attach relevant artifacts to assist the investigation.
• Communication Preferences – 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 Selecting For something I need there is a three-step process:

• Create: Select the type of case e.g., Cloud change, Existing hotfix, Other
• Details: Enter additional details for the request
• Communication Preferences – 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 both cases 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 New Request button where you will be provided with 2 options:

• For an issue I’m having
• For something I need

To request support with an update issue, select For an issue I’m having

This will lead you to a four-step process:

• Create: Enter issue details including Severity and business impact
• Details: Describe the issue in more detail
• Environment: Detail the environment in which the issue is occurring. Attach relevant artifacts to assist the investigation.
• Communication Preferences – 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 New Request button where you will be provided with 2 options:

• For an issue I’m having
• For something I need

To request support with a User Interface issue, select For an issue I’m having

This will lead you to a four-step process:

• • Create: Enter issue details including Severity and business impact
  • Details: Describe the issue in more detail
  • Environment: Detail the environment in which the issue is occurring. Attach relevant artifacts to assist the investigation.
  • Communication Preferences – 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 New Request button where you will be provided with 2 options:

• For an issue I’m having
• For something I need

To request support with an Application Security issue, select For an issue I’m having

This will lead you to a four-step process:

• • Create: Enter issue details including Severity and business impact
  • Details: Describe the issue in more detail
  • Environment: Detail the environment in which the issue is occurring. Attach relevant artifacts to assist the investigation.

Communication Preferences – 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 New Request button where you will be provided with 2 options:

• For an issue I’m having
• For something I need

To request support with a Performance issue, select For an issue I’m having

This will lead you to a four-step process:

• • Create: Enter issue details including Severity and business impact
  • Details: Describe the issue in more detail
  • Environment: Detail the environment in which the issue is occurring. Attach relevant artifacts to assist the investigation.

Communication Preferences – 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 New Request button where you will be provided with 2 options:

• For an issue I’m having
• For something I need

To request an existing hotfix select For something I need

This will lead you to a three-step process: Create, Details, Communication Preferences

• Create: In the service request field, you will be presented with the following options:

• Cloud Change (CC-)
• Existing hotfix (HF-)
• Other (SR-)

Select Existing Hotfix, then enter the information requested in the Create tab

• Details: Enter additional details for the request e.g., enter the product and the Specific hotfix you require.
• Communication Preferences – 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 New Request button where you will be provided with 2 options:

• For an issue I’m having
• For something I need

To request a change in your Pega Cloud environment, select For something I need

This will lead you to a three-step process: Create, Details, Communication Preferences

• Create: In the Service request field, you will be presented with the following options:

• Cloud Change (CC-)
• Existing hotfix (HF-)
• Other (SR-)

Select Cloud Change, then enter the information requested in the Create tab

• Details: Enter additional details for the request e.g., enter the tasks required to complete your Cloud Change request.
• Communication Preferences – 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 all, the Significant production change requests (CC), Security Contact approval is required. For such cases we need the Security Contact to approve the CC support case in My Support Portal (MSP).

Please see Cloud Change approval process | Pega for step-by-step instructions on the approval process.

In the Home tab select the New Request button where you will be provided with 2 options:

• For an issue I’m having
• For something I need

To raise a Media Request, select For something I need

This will lead you to a three-step process: Create, Details, Communication Preferences

• Create: In the Service Request field, you will be presented with the following options:

• Cloud Change (CC-)
• Existing hotfix (HF-)
• Other (SR-)

Select Other, then enter the information requested in the Create tab

• Details: Enter additional details for the request e.g., enter the specific Media you are looking for
• Communication Preferences – 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.

When submitting an Incident (For an issue I’m having), the severity and business impact are set to Severity 3 / medium impact by default. However, you will be presented with 2 questions during the case creation process which enable you to set the priority.

• How Severe is the issue?
• What is the impact on work? 

How Severe is the issue?

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

The following choices are available within My Support Portal:

• Prevents users from performing significant portions of work (Sev 2)
• Product not working as desired (Sev 3)
• Does not prevent performing tasks (Sev 4)

Note: If your production environment is down and you need to report a Severity 1 issue, please contact the Pega Support Call Center so we can provide immediate assistance.

What is the impact on work?

• Work cannot be completed (Blocker): Major issue which blocks you from completing your work or blocks development progress.
• Major disruption to work (High): Issue prevents you from completing certain tasks or key pieces of development
• Minor disruption to work (Medium): Issue is minor, but requires complex workaround to continue progressing your work
• Can still perform daily tasks (Low): No issue completing work, but you’ve identified a minor issue that requires a fixed in due course e.g., a cosmetic UI issue

The Priority of each case is derived from the Severity and Business impact entered. Carefully consider your responses, as your inputs will help the Support team to work on the right cases with the right focus at the right time.

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

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

Note: When submitting other case types e.g., Cloud Change, Existing Hotfix, and Other (For something I need) the Severity and business impact is defaulted and cannot be changed in the system. The default levels are dependent on the case type e.g.

Cloud Change: Severity 3 / Impact set to Medium if the change start date is > 3 days, ELSE the Impact is set as High

Existing Hotfix: Severity 3 / Medium business impact

Other: Severity 4 / Low impact

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