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Service level agreement for Pega Cloud GCP Early Access Program

Updated on May 20, 2022

This content applies only to Pega Cloud environments

This article is part of the Pega Cloud GCP Early Access Subscription Documentation.

The Pega Cloud Production Environment Service Level Agreement (SLA) is a policy that governs the use of Pega Cloud Production Environments under the terms of the client’s Pega Cloud Subscription Agreement.

Pegasystems will use commercially reasonable efforts to make the Pega Cloud Production Environment available with a Monthly Uptime Percentage of 99.95% the service level agreement, or “SLA”), as calculated below.


  • "Scheduled Availability" means the total number of minutes in the subscription month during which the Production Environment is scheduled to be available, per the Pega Cloud Maintenance Policy.
  • "Unavailability" means the number of minutes that the Production Environment was not Available.
  • “Available” means the Production Environment URL(s) is responding to requests.

Exclusions:  Pega cannot guarantee Availability due to issues such as, but not limited to:

  1. Using unsupported integrations
  2. Using the service not in accordance with the documentation or Acceptable Use (see the Acceptable Use Policy)
  3. Exceeding the contractual entitlements under the applicable production schedule
  4. Connectivity issues between client and Pega Cloud which are outside of Pega’s controls
Client acknowledges that this SLA does not apply to unavailability that may result from temporary suspension of the Pega Cloud subscription in the event of a denial-of-service (DoS) attack or other external event that Pegasystems reasonably determines may create a risk to the subscription. During such times, Pegasystems will use reasonable efforts to give the client prompt email notice of the suspension, as well as updates regarding resumption of service.


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