How do I engage with a support team?

Updated on November 30, 2022

This content applies to On-premises, Client-managed cloud and Pega Cloud environments

Before you begin: See [email protected] Client Handbook and Account Administration.

Support engineers at Pega are committed to fulfilling the Pega support mission.

As a Pega client, you use My Support Portal or My Pega Cloud to create support cases related to your use of Pega on-premises products, Pega Cloud Services, or Client-Managed Cloud.

Important: For a Severity 1 Incident (INC), you must call the support team.

Depending on your Pega account role designated by your Account Administrator, you can view all the support cases for your account, both open and resolved, and you can read and respond to case updates from support engineers.

The following articles will assist you when creating your support cases:

What kind of Support tickets can I submit?

How can I submit a ticket for an issue I'm having with Pega Software?

How can I initiate a change in my Pega Cloud environment?