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 Mary Carbonara (MaryCarbonara) PEGA Principal Knowledge Management Specialist
Pegasystems Inc.
US
MaryCarbonara Member since 2010 209 posts
PEGA
Posted: Aug 30, 2023
Last activity: Aug 30, 2023
Posted: 30 Aug 2023 12:37 EDT
Last activity: 30 Aug 2023 12:37 EDT
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Understanding Support user roles

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Before you begin: See the Support@Pega Client Handbook. For an overview of all the roles available throughout the Pega ecosystem please see My Pega - Manage Users. Also see My Pega Frequently Asked Questions

User roles for Pega support accounts
Support Administrator
General Support Access
Security Contact
Cloud Specialist
Related content
Main document

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 Contact Administrator, Security Contact, and Cloud Specialist -- are advanced roles that the Support  Administrator can assign when adding users. Note each of these roles also provides the user with the General Support Access permissions.

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.
Cloud Specialist No Yes

One (1) or more specialists can have this role for multiple production systems. 
One specialist for each project or department might be appropriate.

 

*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.

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:

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.

Important: You must have at least one Security Contact assigned to your account at all times. This is critical for Pega Cloud accounts because Security Contacts are required to approve all Cloud Change requests.
  • 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.

Cloud Specialist

The Cloud Specialist role is assigned to clients with Pega Cloud deployments. 

The Cloud Specialist role (formerly divided between the Cloud Admin and Cloud Change roles) plays a critical role as the primary communication channel and approver of maintenance requests.

The Cloud Specialist role gives access to the Deployment Manager.

The Cloud Specialist can request Cloud Changes and Cloud Assistance, as explained in Creating a support ticket, Request a Support Service.

The Cloud Specialist is the individual who the Pegasystems Cloud Support Team alerts of any issues with your Cloud system.

Cloud Specialists receive system status alerts for the following situations:

  • When issues are detected during routine environment monitoring
  • When Pegasystems proactively identifies an issue needing attention
  • When urgent Cloud system status messages are sent from the Pegasystems Cloud Support team

Cloud Specialists receive notifications from Pega for both product and cloud issues. They can unsubscribe from communications by setting their Notification Preferences, as described in My Support Portal Frequently Asked Questions, Communicating on tickets.

Consider the following factors when assigning users to the role of Cloud Specialist:

 

  • You must always have at least one Cloud Specialist assigned to your Pega Cloud service account.
  • Select individuals with the appropriate expertise and judgment to serve in this significant role.
  • The Cloud Specialist works with the Security Contact for your Pega Cloud service account.
  • You can affiliate Cloud Specialists with specific cloud projects and environments.
    Pega has implemented granular access to Pega Cloud client environments in My Support Portal (MSP) and My Pega Cloud (MPC).
    If you have multiple production systems, potentially associated with different projects or departments, you can affiliate Cloud Specialist users with specific cloud projects and environments.
    For more information, see Managing support contacts.
  • After you affiliate a user with a specific cloud project or environment groups, 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.
    • Users are only allowed to create Cloud change requests (CC) for the environments that they are affiliated with.
      • i.e.  Whilst creating a CC case, only environments cloud specialists are 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, Cloud Specialists 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 and restart environments 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 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 the cloud specialist behalf.

 

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

How to Get Support

 

06March2023 This Support Document replaces https://docs-previous.pega.com/how-get-support/support-user-roles.
10May2023 Published
29Aug2023 Updates to reflect the move of the Manage Users functionality from MSP to My Pega.
30Aug2023 Cloud Specialist role updated to address FDBK-104707, Deployment Manager access.
Support Policy & Procedure

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