Watch the videos in this series to get started with the new Pega Support ticketing process coming your way on May 22, 2023. All videos are available from the Pega Community Video Library. They are classified as Product How-To videos.
Navigating the My Support Portal home page
Introducing Incidents, Issues, and Support Service requests
Incidents > Full System Outage
Incidents > Production Impact
Incidents > Active Security Breach
Issues > Deployment or Installation
Issues > Development or Testing
Issues > Security or Performance
Requesting Support Services
Support Service > Existing Hotfix
Support Service > Cloud Assistance
Support Service > Cloud Change
Watch the videos for reporting Incidents for Full System Outage, Production Impact, and Active Security Breach.
Watch the videos for reporting Issues for Deployment or Installation, Development or Testing, and Security or Performance.
Watch the videos for requesting Support Services for an Existing Hotfix, Cloud Assistance, and Cloud Change.
Support@Pega Client Handbook (available May 22, 2023)