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Support Doc

 Mary Carbonara (MaryCarbonara) Principal Knowledge Management Specialist
Pegasystems Inc.
US
MaryCarbonara Member since 2010 216 posts
Posted: Nov 14, 2023
Last activity: Nov 14, 2023
Posted: 14 Nov 2023 6:58 EST
Last activity: 14 Nov 2023 6:58 EST
Closed

How to Get Support

Use this collection of documents to understand how to work effectively with support teams at Pegasystems. The procedures in these documents are based on the policies codified in the Support@Pega Client Handbook. For additional information, see My Support Portal Frequently Asked Questions.

Attention: My Support Portal has been enhanced! Read all about it in My Support Portal Home Page.

Creating a support ticket

My Support Portal Home Page

Getting support at Pega

Your role as a Pega client

Support self-service offerings 

Requesting support services

Incident and Issues Case Statuses in My Support Portal

What to expect after support ticket resolution

Understanding Severity 1 tickets

Escalating support tickets

Administering support accounts

Understanding Support user roles

Managing support contacts

Viewing your user profile in My Support Portal

Launchpad Support Guide for Providers

Support for clients requiring restricted access to their data, for Pega users

 

 

10May2023 This Support Document replaces https://docs-previous.pega.com/how-get-support/how-get-support
26Oct2023 Attention note links to SDoc describing enhancements to My Support Portal, EPIC-74861
18Sep2024 Cross Reference with My Support Portal Home Page
02May25 updated MSP-FAQ link
03Sep25 retired old link to Launchpad info and replaced with new link 'Guide for Launchpad providers'
16Sep25 added link to Support for clients requiring restricted access to their data, for Pega users
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Support Policy & Procedure

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