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Pega Support resources and processes

Updated on December 1, 2022


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

After you have consulted Pega Community and the Pega Support Center (PSC) for self-service support, you might need to use the additional support resources described in this article.

My Support Portal
My Pega Cloud
Pega Support home page
Support @ Pega Client Handbook
My Software
My Pega
Pega Academy

My Support Portal (MSP)

Before you begin: See [email protected] Client Handbook and Account Administration.Important: To report a Severity 1 Incident (production system down), always call your regional support team.

To report an incident (INC) of Severity 2, Severity 3, or Severity 4 or to ask for something that you need (Cloud Change, CC; Existing Hotfix, HR; Other need, SR), log in to the My Support Portal. For more information, see My Support Portal: New Design, Streamlined Features, especially the video What’s new in My Support Portal.

As shown in the following image of the My Support Portal page, use the main menu bar and the New Request list:

  • On the topmost menu bar, click Contact Us to display the Pega Support Contact Information listing the worldwide regional 24x7 phone numbers.
  • In the My Support Portal page, click New Request to create your support case: For an issue that you are having or For something that you need.
My Support Portal menu bar includes Contact Us and the application page displays the New Request drop-down list.
Contact Us for the regional support phone numbers and New Request for your support case

My Pega Cloud

You can see My Pega Cloud within My Support Portal only if your account is a cloud account and you are assigned the Cloud Admin or Cloud Change role by your support contact administrator. See Support user roles

To manage your Pega Cloud environments and services, open My Pega Cloud from within My Support Portal, as shown in the following image, or address it directly:

Click the Cloud icon from the left-hand navigation pane of My Support Portal to open My Pega Cloud.
My Pega Cloud icon within My Support Portal

For information on using My Pega Cloud, see Managing your environments in the My Pega Cloud portal.

Pega Support home page (PSC)

Log in to Pega Support Center home page.

(Alternatively you can also access the PSC via the Pega Community home page.  From the Support menu, go to  Support Center Home to open the Pega Support Center home page). 

Scrolling from top to bottom, you can find all your support resources on the Pega Support Center home page:

  • Support Alerts Banner
  • A Search bar for this page
  • Links to the following resources:
    • Ask a Question
    • Browse Support Docs
    • Start a Discussion
    • Review Security Advisories
  • Support Center Featured Content
    • Ask the Expert
    • How to Get Support video
    • How-To Featured Video
  • Recent Activity posts
  • Member Spotlight
  • Leaderboard
  • Additional Support Resources
    • Pega Client Support Handbook
    • Account Administration
    • Pega Platform Support Guide
    • Keeping current with Pega
    • Pega Extended Support Program
    • Pega Software Maintenance Program
    • Pega Hotfix Catalog
    • My Support Portal (Submit and Manage Support Cases)
    • Download Pega Software (My Software)
    • Access Predictive Diagnostic Cloud (PDC)
    • Contact Pega Support (Contact Information Regional Phone Numbers)

[email protected] Client Handbook

The [email protected] Client Handbook is your primary guide to the following information:

  • Account Administrators
  • Scope of client support at Pega
  • Self-service offerings
  • Support case handling
  • Software update policy

My Software 

The My Software page is where you can download and update your licensed software. You can request shipments and updates of products that your company has already licensed.

Note:  If you do not see the My Software Feature in My Pega you may not be affiliated to the correct company.   The My Software feature is available for company emails only.  If you are registered on Pega Community with a service provider e-mail domain (e.g.,, etc.), you will not have access to Personal Edition, or licensed software. 

Please update your primary email to your company email and reach out to the Account Administrator for your organization in MSP to have them set up access by adding you to the support account.

From the Pega Community main menu, hover your mouse pointer over Support to see the Support Resources menu. Click Download Pega Software to display the My Software page.


Navigation path from Support, Resources to Download Pega Software
Navigation path from Support, Resources to Download Pega Software


My Software page on the My Pega portal
My Software page on the My Pega portal


My Pega

Just like Pega Community, Pega Support Center, and Pega Academy, My Pega requires you to be a registered user and to be logged in to this site before you can use it. All these Pega sites use single sign-on (SSO). Therefore, registering and logging in to one site, lets you use the other sites. See Registering and logging in to Pega Community

Log in to My Pega to complete your profile and show off your Pega expertise, view your achievements, set your preferences, and build your Pega reputation.

If you are a registered user, open the Pega Community page to log in. From here, you can open the My Pega page through the Hello drop-down menu on any of the Pega sites: Pega Community, Pega Support Center, Pega Academy, and

You can also open My Pega by directly addressing the URL:

Setting the region and location

After you have opened My Pega, you can set your region and location from My Profile.

From the My Pega menu, click My Profile and then Edit Profile. In Contact Information, check the values in the fields Location and Time Zone to make sure that they are correct.

From the My Pega menu, edit My Profile, the Contact Information fields Location and Time Zone.
My Pega Contact Information, the fields Location and Time Zone


Important: Ensure that your region and location are correct. Your My Pega region and location settings are used by My Support Portal for any support cases that you create. 

Pega Academy

Pega Academy is where you learn about all things Pega. This education site is for everyone, from beginners to advanced professionals. Pega Academy helps you gain Pega knowledge and take this knowledge to new heights. You earn badges for your My Pega profile after you complete a Pega Academy mission, a learning path comprising course modules, challenges, a capstone mission exercise and test.

The content in Pega Academy is modular and supports just-in-time-learning. This allows you to learn and enhance your career the way you want. You can learn a whole new mission or just a small module. There are quizzes along the learning path that help validate all that you have learned.

For more information, see About Pega Academy.

Certifications from Pega Academy prove your commitment to excellence and your commitment to keeping your skills up to date.

From the Pega Certifications page, you can find Pega Certificates to earn, the courses to take, and Pega-certified people to build your team.

The Pega Academy Certifications page offers a menu of choices for using certifications in many ways.
The menu of the Pega Academy Certifications page


Explore Pega Academy

Browse Pega Academy courses to find the missions or the modules that might be most useful to you.

Here are some examples:

Modernizing your application

Featured Missions

Pega Developer Success Stories

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

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