I have raised several tickets regarding taking a snapshot of our UAT environment, the creation of a clone environment, upgrade of the clone, and then upgrade of each of our environments.

Pega have responded with 'you can now request a clone or schedule updates as a self-service feature through the My Pega Cloud portal.'  Are they saying that I can't raise tickets anymore if that's what I'd prefer to do?  And that I must schedule the upgrades through Self-Service instead?

I'm also a little concerned about the 'Go/No-Go' step.  This was something we did for our 2023 upgrade but was replaced by what I consider to be a better process for our 2024 upgrade.  60 minutes before a Go/No-Go' decision is not enough time for us to implement and test any fixes we have prepared. 

How much control do we have of when we receive the notification of the Go/No-Go?  Do we only get 60 minutes from the time we receive the notification?  What if we are not present when the notification is delivered?

This is our third major upgrade in three years and each year has had a different process.

We have also recently undertaken upgrades to Agile Studio and Depolyment Manager, and a patch upgrade to the Platform.  Each of those upgrades caused us a great deal of problems.

Could I request that someone from Pega with experience of the upgrade process arrange an MS Teams call with me to walk me through the steps and to provide support during the upgrade?