Launchpad Quick Links
Launchpad Roles
Your Role as A Provider
Where to get support
Additional Resources

This document outlines how Providers can get support for Launchpad, including how to submit incidents, request assistance, and escalate issues. 

Launchpad Quick Links 

• Launchpad home page 

• Launchpad Security Bulletins 

• Launchpad Documentation 

Launchpad Roles

There are 2 roles available for Launchpad users:

• Provider Admin
• Provider Developer

These should be created in the Launchpad Support Portal

Your Role as a Provider 

Fulfilling your responsibilities as a Provider: 

As a Launchpad Provider, you are responsible for fulfilling the following responsibilities in your partnership with Launchpad teams: 

• Acting as frontline support for your subscribers before contacting Launchpad for incident tickets 

• Knowing your Launchpad applications and your Subscribers 

• Providing complete information about your problem or request, including the relevant supporting information (Correlation ID, screen captures, documents)  

• Responding promptly to follow-up questions and requests from Launchpad engineers 

• Allowing access or screen-sharing sessions with Launchpad engineers 

You can check overall Service Status by cluster by visiting the Launchpad Service Status page. 

Where to Get Support 

​​​​​Launchpad Support Portal 

• All Providers should use the Launchpad Support Portal to submit support requests. 

Access: 

• Log in at https://launchpad.io, click the Support tab, then select Support Portal. 

Ticket Types: 

• The system will guide you based on your answers to two key questions: 

1. Is this issue impacting a paying subscriber? 

2. Is this issue causing material or significant impact to your business? 

• If both questions are answered “Yes,” or if the first is “No” and the second is “Yes,” the system will classify the request as an Incident. 

• An Incident is defined as an unexpected error or event that affects your Subscriber/overall business, requiring restoration of services in the shortest possible time to reduce loss of business to you. 

• Otherwise, it will be treated as a Launchpad Service Request. 

• When the ticket type is Incident, a corresponding Launchpad Incident is automatically created in Pega Support with the provided information. A link to the Pega Support Incident ID appears in the summary panel. The Details tab shows real-time information from Pega Support and updates automatically when changes occur on the Pega Support side. 

• An Updates tab appears when ticket type is incident, displaying public posts from Pega Support. 

Ticket Details: 

You can help reduce the time it takes to resolve your support ticket by submitting concise and complete information. This includes: 

• Including the Trace ID 

• Attaching videos and screenshots of issues 

• Sharing full error message, ID and detailed steps 

📚 Additional Resources 

• Provider responsibilities for Launchpad