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What kind of Support tickets can I submit?

Updated on November 28, 2022

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

You can interact with the Pega Support team by raising a support ticket via My Support Portal.

Pega Support policy is outlined in the  [email protected] Client Handbook

There are two types of support cases that you can request on My Support Portal

  • For an Issue I'm having
  • For something I need

For an issue I’m having generates an Incident case type. (These are prefixed with INC-).

         The INC- case type covers the following types of issues:

  • Application behavior incorrect
  • Application performance issue
  • Application security issue
  • Error in log file
  • User Interface
  • Install or Upgrade or Migration Issue
  • Service not responding
  • System infrastructure issue
  • System not accessible

For something I need generates a request for one of the following items:

  • Cloud Change (CC-)
  • Existing hotfix (HF-)
  • Other (SR-)
    • Media request
    • Cloud Service
    • Manage Instance
    • Penetration test
    • Request for Information
    • Other

TIP: Provide explicit details in the case creation form when you select the request type: Other

Case IDs for Cloud Maintenance cases (proactively created by Pega Support) are prefixed by CM-

  • Previous topic How do I engage with a support team?
  • Next topic How can I submit a ticket for an issue I'm having with Pega Software?

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