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

Pega Support policy is outlined in the  Support@Pega 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-