Fulfilling your responsibilities as a client
Reducing time to resolve your support ticket
Advocating for support excellence
Fulfilling your responsibilities as a client
As a Pega client, you are responsible for fulfilling the following responsibilities in your partnership with Pega teams:
- Knowing your Pega deployments and applications
- Monitoring the performance of your on-premises Pega deployments and application using available tools and practices, as described in Monitoring the health of your system
- Monitoring the performance of your cloud services application deployments using available tools and practices, as described in Pega Predictive Diagnostic Cloud
- Performing support self-service as described in Support self-service offerings
- Providing complete information about your problem or request, including the relevant supporting information (log files, screen captures, documents) identified in Requesting support services
- Responding promptly to follow-up questions and requests from Pega engineers, as indicated in the Support@Pega Client Handbook, Severity Levels and Response Times
- Allowing screen-sharing sessions with Pega engineers
- Keeping track of your support tickets by viewing and downloading reports of the tickets, using the Export to Excel feature in My Support Portal
- Managing your Pega account users of My Support Portal and their roles in a timely manner, as prescribed in Administering accounts
Reducing time to resolve your support ticket
As a Pega client, you can help reduce the time it takes to resolve your support ticket by submitting concise and complete information.
Remember: Context is vital!
- Attach your system specification to your support ticket.
- Identify dependencies between your support ticket and your project milestones so that we understand the urgency of your request (project milestones, Development-to-UAT, Staging-to-Production, Alpha or Beta tests, Upgrade schedule, Go-Live date).
- Be complete and concise with your descriptions of the Business Impact of your problem or request. From the Business Impact and other details that you provide in the ticket, the support team determines the Severity of your case.
- Identify the frequency and times that the problem occurred.
- Attach the relevant supporting information to your support ticket: log files (PegaRULES log, Alert logs, PDC and AES logs), screen captures, documents, tracer results, and so on. See Requesting support services.
- Supplement PDC or AES log information with performance context and measurements, for example:
- What is the context of the performance degradation? When does performance slow down?
- What specifically is slow?
- What indicators have you identified to quantify slow performance (logs, alerts, PAL, Tracer, and so on)? See System Performance landing page and Tracer disk usage FAQ.
- Provide a list of your system’s installed hotfixes by using System Scan.
- Identify the Steps to Reproduce the problem in a document with text and screen captures.
- Include the diagnostic analysis and troubleshooting activities that you performed prior to reporting the problem.
- Offer your own Root Cause Analysis (RCA) that you performed prior to submitting your support ticket.
- Where custom properties and rules are involved, provide as much insight into these instances as possible.
Advocating for support excellence
Know how and when to assist the Pega team in complying with their standards for support excellence:
- Ensure that you deliver your action items that the support engineer requests in a timely manner.
- Ask for clarification when the actions requested of you by the support team are unclear.
- Ensure that the support engineer has set clear expectations for when your actions should be delivered.
- Communicate any concerns about meeting expected action dates.
- Hold the support engineer or team accountable for specifying their own action items and when to expect them.
- Understand when updates should be expected based on ticket severity:
- Avoid pushing for updates or escalating tickets before the defined communication SLAs, but . . .
- Hold the support engineer accountable for providing these updates when the communication SLA deadlines are due.