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Support Doc

 Mary Carbonara (MaryCarbonara) Principal Knowledge Management Specialist
Pegasystems Inc.
US
MaryCarbonara Member since 2010 216 posts
PEGA
Posted: Nov 26, 2025
Last activity: Nov 26, 2025
Posted: 26 Nov 2025 5:09 EST
Last activity: 26 Nov 2025 5:09 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.

For information about our Extended Support policy see:  Extended Support Policy.

Check out our Pega Support technical communications to get an overview of the types of communications you can expect to receive from the Support team.

 

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

Managing users & permissions at Pega

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

Federated Authentication

Exploring My Pega Cloud portal

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
27Oct25 Add link to Exploring My Pega Cloud portal
26Nov25 Add link to Pega Support technical communications article
20Feb2026 Add link to Federated Authentication
24Feb2026 Add link to Support Communication Policy article
17Jul2026 Add link to Extended Support Policy
18Aug2026 Removed links to Understanding Support User roles, Managing Support Contacts, Administering Support Accounts added link to Managing users & permissions
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Support Policy & Procedure

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