As a Pega client, you receive proactive communications from Pega to help manage and monitor your Pega applications effectively. The following table outlines each communication type, its purpose and expected action, delivery method and sender, target recipients, frequency, and subject.
All deployment types
Onboarding
| Communication Name | Purpose and Expected Action | Delivery Method and Sender | Target Recipients | Frequency | Subject |
|---|---|---|---|---|---|
| Welcome to My Support Portal | User onboarding email | Delivery Method: Email notifications Sender: [email protected] |
All user roles | Once user is affiliated and thereafter if new roles are associated. No notification on role removal. |
Welcome to Pega - Your Journey to Innovation Begins Today Upon updating roles: Roles updated |
Ticket Updates
| Communication Name | Purpose and Expected Action | Delivery Method and Sender | Target Recipients | Frequency | Subject |
|---|---|---|---|---|---|
| Support ticket Pulse messages | Ongoing communication between the client and the assigned support engineer | Delivery Method: Pulse posts on the case and email notification (dependent on Notification preferences) Sender: [email protected] |
Client contacts and Followers of the Support ticket | As required | Context-specific subject line |
Action may be required
| Communication Name | Purpose and Expected Action | Delivery Method and Sender | Target Recipients | Frequency | Subject |
|---|---|---|---|---|---|
| Security Related Client Advisories | Informs you of security concerns in Pega products or third-party components used by Pega. Follow recommended actions to remain security compliant. | Delivery Method: CAD created in MSP; email notifications sent to all case participants upon creation. Sender: [email protected] |
Security Contacts or Client Administrators | As required | Context-specific subject line |
Other General Client Advisories
| Communication Name | Purpose and Expected Action | Delivery Method and Sender | Target Recipients | Frequency | Subject |
|---|---|---|---|---|---|
| Other General Client Advisories |
|
Delivery Method: CAD created in MSP; email notifications sent to all case participants upon creation. Sender: [email protected] |
Any Support User role as required by the message | As required | Context-specific subject line |
Pega Cloud only
Onboarding
| Communication Name | Purpose and Expected Action | Delivery Method and Sender | Target Recipients | Frequency | Subject |
|---|---|---|---|---|---|
| Welcome to Pega Cloud | Environment onboarding email | Delivery Method: Email notifications Sender: [email protected] |
Client administrator contacts | During environment onboarding or new provisioning | Welcome to Pega - Your Journey to Innovation Begins Today |
Action Required
| Communication Name | Purpose and Expected Action | Delivery Method and Sender | Target Recipients | Frequency | Subject |
|---|---|---|---|---|---|
| Cloud Storage Advisories | Monitors your cloud data storage capacity and provides early warnings to help you manage storage effectively. | Delivery Method: CAD created in MSP; email notifications sent to all case participants. Sender: [email protected] |
Cloud Deployment Specialists and Cloud Operations Specialists | As required |
|
Cloud Maintenance Approvals
| Communication Name | Purpose and Expected Action | Delivery Method and Sender | Target Recipients | Frequency | Subject |
|---|---|---|---|---|---|
| Cloud Maintenance Approvals | Requests your approval for update activities that require client consent before execution. | Delivery Method: My Pega Cloud action center Sender: [email protected] |
Cloud Deployment Specialists | Once a year or as needed | Context-specific subject line |
Ticket Updates
| Communication Name | Purpose and Expected Action | Delivery Method and Sender | Target Recipients | Frequency | Subject |
|---|---|---|---|---|---|
| Proactive Incident Detection | Notifies designated contacts when Pega identifies potential or actual service degradations. | Delivery Method: INC cases Sender: [email protected] |
Proactive Incident contacts | As required | INC-XXXX: <<Sev>> Incident - AccountID - Potential Incident Detected |