Support Administration (also known as Support Contact Administration or Account Administration) is the task of managing the individuals in your company who you designate as support contacts for your Pegasystems support account. These support contacts have assigned support user roles. As the super-user role, the Support Administrator is responsible for ensuring that designated individuals in your company have appropriate role-based access to your company’s support and self-service resources at Pega.
Your company should have at least three (3) Support Administrators for contingency.
If you are the Support Administrator for your company, you are responsible for keeping your company’s designated support contacts up to date and for ensuring that your support contacts are assigned the appropriate roles.
- Review and update the support contacts for your Pegasystems support account at least quarterly and when you renew your support contract.
- More frequent reviews of your support contacts is recommended, especially when personnel changes occur.
- Be sure to remove users who are no longer support resources.
To fulfill this responsibility, you first need to understand the Support user roles. Then you need to understand how to Manage support contacts along with Viewing your user profile in My Support Portal.
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