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When should I engage with a support team?

Updated on November 28, 2022

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

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

Pega support teams are expert in Pega products and services, their operating environments, and the third-party products upon which Pega products and services are built.

As a Pega client, you can engage with a support team under a variety of scenarios for your product issues: 

  • Product or service issue
  • Functionality problem
  • Environment or configuration issue
  • Unexpected changes in performance
  • Planned update or production go–live
  • Other issues or events that result in significant business impact

As a Pega client, you can engage with a support team under a variety of scenarios for your Pega cloud environments: 

  • Incidents
  • Outages
  • Security and compliance needs
  • Pega Cloud Service Requests and Change Requests
  • Provisioning Requests
  • Network Configuration Changes
  • Previous topic How can I initiate a change in my Pega Cloud environment?
  • Next topic What is the support case lifecycle?

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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