User roles for Pega support accounts
Support Administrator
General Support Access
Security Contact
Pega Cloud Specific Roles
Proactive Incident Contact
Cloud Operations Specialist
Cloud Deployment Specialist
Pega Cloud Roles - Responsibility Summary
Granular Access
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User roles for Pega support accounts
User roles permit people in your enterprise to engage with Pega support teams and to handle support tickets for your Pegasystems support account. The user roles that Support Administrators can assign to Pega users in their enterprise vary depending on whether the Pegasystems support account is qualified as an on-premises Pega product account, a Client-Managed Cloud account, or a Pega Cloud® services account.
When a Support Administrator manages the support contacts for their Pegasystems support account, they assign each contact the role-based access that they need to work with support and self-service resources at Pega.
The General Support Access provides users with permission to create, view, update, and subscribe to support tickets in My Support Portal.
The additional roles -- Support Administrator, Security Contact, and Cloud Operations Specialist, Cloud Deployment Specialist and Proactive Incident Contact -- are advanced roles that the Support Administrator can assign when adding users.
Users can be assigned any combination of roles.
| Roles |
On Premise or Client-Managed Cloud |
Pega Cloud | Role Details |
|---|---|---|---|
| Support Administrator | Yes | Yes | Three (3) is the recommended minimum for this role. |
| * General Support Access | Yes | Yes | All affiliated users have this access. |
| Security Contact | Yes | Yes | One (1) or more senior managers or similar authorities can have this role. |
| Proactive Incident Contact | No | Yes | User receives notifications on Pega generated incidents that indicate, to Pega, a potential or actual degradation of service |
| Cloud Operations Specialist | No | Yes |
Provides user with limited access to Pega Cloud environments for their organization One specialist for each project or department might be appropriate |
| Cloud Deployment Specialist | No | Yes |
Provides user the ability to manage Pega Cloud environments for their organization. One (1) or more specialists can have this role for multiple production systems. |
*All users affiliated with an account can monitor and submit support tickets for the account.
Support Administrator
The Support Administrator is also known as the Support Contact Administrator or Account Administrator.
The Support Administrator role grants the user the ability to add and remove support contacts and grants the authority to modify the role assignments for any user. The Support Administrator can also create, update, and view all of the account's support cases.
Your account should have at least three (3) Support Administrators for contingency.
As a Support Administrator, you should review and update the user roles for your Pegasystems support account frequently:
- At least quarterly
- When you renew your support contract
- When personnel changes occur
Be sure to remove users who are no longer support contacts.
General Support Access
General Support Access grants the user permission to the following resources:
- My Support Portal to create, view, update, and subscribe to support tickets
- My Pega
- My Software - to order and download Pega software
- My Security Hotfixes - to download Security related hotfixes. See Downloading Security Hotfixes for details.
- Pega Predictive Diagnostic Cloud to monitor the performance and health of applications, for both on-premises and cloud environments.
These default permissions are inherited by the additional roles that can be assigned to users.
All users affiliated with a Pegasystems support account receive communications related to support issues from Pega. Users can unsubscribe from communications by setting their Notification Preferences, as described in My Support Portal Frequently Asked Questions, Communicating on tickets.
Security Contact
The Security Contact role designates the user as an official security contact for the account. Security Contacts receive periodic security alerts from Pegasystems. . The Security contact can also create, update, and view all of the account's support cases.
- Senior managers or similar authorities should be assigned this role.
- For Pega Cloud services accounts, the Security Contact is, by default, the person who authorizes Cloud Change (CC) requests for Cloud systems that have an information security impact. Cloud Change (CC) requests that have an information security impact require written client security approval. For more information, see Change Management process.
- In production environments, ensure that Pega Cloud client information is protected.
Pega Cloud Specific Roles
In addition to the Security Contact, there are 3 Pega Cloud specific roles required to help you manage your Pega Cloud environments and work with the Pega Support Cloud team.
- Proactive Incident Contact
- Cloud Operations Specialist
- Cloud Deployment specialist
Proactive Incident Contact
Firstly, a new Pega Cloud role has been established, the Proactive Incident Contact. Users assigned to this role will receive notifications from Pega when we raise incidents on your behalf, due to potential or actual degradations in service. No action will necessarily be needed, from the Proactive Incident Contact, however Pega’s support team will keep them informed as part of our transparent and proactive service. This contact must be configured with a telephone number and email address to facilitate contact.
The Proactive Incident Contact receives system status alerts for the following situations:
- Incidents detected during routine environment monitoring - Pega identified incidents.
- Cloud system status messages from Pegasystems - Cloud Support needing urgent attention from the client.
Proactive Incident Contacts receive notifications from Pega for both product and cloud incidents. They can unsubscribe from communications by setting their Notification Preferences, as described in My Support Portal Frequently Asked Questions, Communicating on tickets.
Cloud Operations Specialist and Cloud Deployment Specialist
Secondly, to provide our Pega Cloud clients with greater flexibility, Pega has removed the Cloud Specialist role and divided the responsibilities into two distinct new roles i.e. the Cloud Operations Specialist and the Cloud Deployment Specialist.
Cloud Operations Specialist
The Cloud Operations Specialist is responsible for creating Cloud Change requests (CC) and downloading log files. See Creating a support ticket, Request a Support Service.
Cloud Deployment Specialist
The Cloud Deployment Specialist has the same rights as the Cloud Operations Specialist. In addition, in My Pega Cloud they are responsible for approving activities in the Action Center and restarting environments. For clients on Pega Cloud 3 there is the additional ability to reschedule maintenance tasks.
Cloud Deployment Specialists also have access to Deployment Manager to start an assignment and complete assigned tasks, view pipeline and access manage keys.
Pega Cloud Roles - Responsibilities Summary
All 3 roles Pega Cloud specific roles, have access to Pega Diagnostic Center (PDC) to monitor the performance and health of your applications.
The table below provides an overview of the breakdown in responsibilities for these roles in My Pega, My Support Portal, My Pega Cloud and Deployment Manager.
Key:
- MP - My Pega
- MSP – My Support Portal
- MPC – My Pega Cloud
- DM – Deployment Manager (Multi-Tenant)
|
Tool |
Permissions |
Cloud |
Cloud |
Proactive Incident |
|---|---|---|---|---|
|
MP |
Download software and security hotfixes |
Yes |
Yes |
Yes |
|
MSP |
View all support tickets |
Yes |
Yes |
Yes |
|
MSP |
Create incidents, issues, and cloud assistance cases |
Yes |
Yes |
Yes |
|
MSP |
Create cloud change cases |
Yes |
Yes |
No |
|
MSP |
Receive notifications from Pega, for Pega generated incidents |
No |
No |
Yes |
|
MSP |
Granular Access considerations |
Yes |
Yes |
Yes |
|
MSP |
Can approve cloud changes for production |
|||
|
MPC |
View all environments/projects, upgrade journey, maintenance etc. |
Yes |
Yes |
No |
|
MPC |
Can download logs |
Yes |
Yes |
No |
|
MPC |
Action Center |
Approval |
Read Only |
No |
|
MPC |
Can Restarts Environments |
Yes |
No |
No |
| MPC |
Can Wake up Environments |
Yes | Yes | No |
|
MPC |
Reschedule Maintenance Tasks |
Yes |
No |
No |
|
DM |
User can start a deployment and complete assigned tasks. User can resolve deployments and tasks that need attention. |
Yes |
No |
No |
|
DM |
View the pipeline and status with no access to perform a task. |
Yes |
No |
No |
|
DM |
Access to manage keys, pipelines, and deployments. |
Yes |
No |
No |
Consider the following factors when assigning users to the role of Cloud Operation Specialist, Cloud Deployment Specialist or Proactive Incident Contact:
- Select individuals with the appropriate expertise and judgment to serve in these significant roles.
- The Cloud Operation Specialist and Cloud Deployment Specialist must work with the Security Contact for your Pega Cloud service account. See Cloud Change Approval process for details.
- The Cloud Deployment Specialist has access to My Pega Cloud to manage cloud environments as explained in Administering your Pega Cloud service. The Cloud Operations Specialist has limited My Pega Cloud access.
Granular Access
Pega has implemented granular access to Pega Cloud client environments in My Support Portal (MSP) and My Pega Cloud (MPC). You can affiliate any of the 3 Cloud roles with specific cloud projects and environments. That is, if you have multiple production systems, potentially associated with different projects or departments, you can affiliate the Cloud Operations Specialist, Cloud Deployment Specialist or the Proactive Incident Contact with specific cloud projects and environments levels, e.g. Production, Non-production or all environments.
For more information, see Managing support contacts.
After you affiliate a user with a specific cloud project or environment level, the user will notice the following impacts in My Support Portal and My Pega Cloud:
- In My Support Portal users will only receive cloud maintenance (CM-) notifications for the projects / environments they are associated with.
- In addition, users will only receive Cloud data storage utilization [CAD-] notifications for the projects / environments they are associated with.
- Users are only allowed to create Cloud change requests (CC) for the environments they are affiliated with. (Note: Proactive Incident Contact does not have permissions to create CCs, so this does not apply to them)
- i.e. Whilst creating a CC case, only the environments the user is affiliated with will be displayed in the environment selection list.
- A tool tip is displayed "CC can be created only for environments that user is affiliated with. If you do not see an environment that you expect to, please reach out to admin to update your cloud affiliation."
- When Pega support resources create a CC case on your behalf, we will only associate contacts with access to the specific environment.
- When cloning a case, the user can only select an environment they are affiliated with for the cloned CC.
- In My Pega Cloud users will only be able to download logs (Cloud Operations or Deployment Specialists) and restart environments (Cloud Deployment Specialists) for the environments they are associated with.
Note: Affiliation is only considered at time of CC creation. Once the CC case is created: Any contact on the account can be manually added to a CC case either by resources on your account or by Pega. A Cloud Operations or Cloud Deployment specialist can update the environment to another environment that they are affiliated with. In addition, the environment can be updated to any environment by a Pega resource on behalf of a Cloud Deployment or Operations Specialist.
Remember: Setting up environments: The Pega Cloud team provisions your cloud environments. Projects are a group of Pega Cloud environments or Virtual Private Clouds (VPCs). You might have one or more projects available to you.
See also Change Management for Pega Cloud Services.
Related content
Administering Support Accounts
Main document