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Submitting Severity 1 support cases

Updated on November 28, 2022


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

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

Learn what is involved when you submit a Severity 1 support case, an Incident (INC).

What are the criteria for a Severity 1 INC?
What is the process for a Severity 1 INC?

What are the criteria for a Severity 1 INC?

Criteria for on-premises environments and client cloud environments
Criteria for Pega Cloud environments

Criteria for on-premises environments and client cloud environments

For on-premises environments and client cloud environments, Severity 1 reports that the production system is down or inaccessible. 

Criteria for Pega Cloud environments

For Pega Cloud environments, Severity 1 reports that the Pega Cloud Service is down, inaccessible, or the service is unusable resulting in a total disruption to the client.

When these conditions exist, the case must be reported and handled as a Severity 1 Incident for all environments -- production and lower environments for both cloud and product issues. 

For private cloud environments, you, the Pega client, own your environment; Pega cannot control it. Therefore, Severity 1 for private cloud environments applies only when the production system is down or inaccessible.

What is the process for a Severity 1 INC?

Always call your regional telephone number that is given on the Pega Support Contact Information page to report Severity 1 issues.

Note: Off-hours support is limited to Severity 1 cases.

Here are the steps of the Severity 1 Incident process flow:

  1. You, the client, call Support to report your severity 1 case.

  2. The support engineer starts case triage.

  3. Typically, a bridge is opened to facilitate collaboration between the support team and you, the client. 

  4. The support team investigates the Severity 1 Incident.
    This investigation takes priority over all other cases and may involve multiple GCS and Product engineers.  

  5. The support engineer resolves the Severity 1 Incident when the primary objective is met:
    The primary objective of a Severity 1 Incident investigation is to return the Production system to its normal operational state so that the business can continue.  

  6. The support engineer will evaluate whether a Root Cause Analysis (RCA) case is required following the closure of the Severity 1 incident. This is a separate case, typically Severity 2, to enable us to identify the root cause and learn from the issue. 

Root Cause Analysis (RCA)

Pega may perform a Root Cause Analysis (RCA) after a Severity 1 incident is resolved. RCA cases can also be created for lower severity issues as deemed necessary. A separate RCA case is created to track this activity. Pega may reach out to you for information to help complete the analysis, and your response time can impact the timeframe in which the RCA report is shared.

  1. The support engineer uses following criteria to  evaluate whether a RCA case is required:

    • There is not an existing open RCA case  for your account for the same  issue (if a RCA case already exists this incident will be associated with the existing RCA case) And / Or

    • The root cause is not yet determined

    • Follow up actions are required from either Pega or your team, to prevent further impact, And / Or

    • We are concerned that the issue will repeat despite removing current impact

  2. The new RCA case, usually created by the primary support engineer who handled the Severity 1 Incident, is reviewed by both technical and management personnel on the support team. During the course of the RCA investigation, Pega may request you to provide further information or supporting documentation.

    • Help the support engineer with any information that can help build the RCA case.

    • Share information such as previous issues reported/unreported that could be related. This helps the engineer to identify a pattern.

    • Own and drive any client specific actions or recommendations provided by the support engineer and update the RCA case with your actions.

  3. Within five (5) days of the Severity 1 Incident closure (Step 5 above), you should receive a RCA Report, provided in the RCA case.

    • The RCA report will help you understand the reason for a service failure or degradation, and includes remediation items and recommendations to help prevent a similar incident from recurring.

    • The RCA report provides you with the confidence that we have performed an initial analysis of the high impact issue reported, and have a plan of action to prevent it or minimize future impacts.

    • Note that we may not always have the root cause within the 5 day timeframe, but it is imperative that we communicate what we have found ASAP.

    • One or more actions may remain outstanding after the RCA report has been provided. The RCA case will remain open until all open actions are remediated. Note some actions maybe own by Pega, others may be owned by you, or a member of your team.

Pega's Problem Management strategy is designed to continuously improve the reliability of Pega environments. Understanding the root cause of major incidents will help you better understand your environment so can you design your application for optimal availability. 




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