Disaster Recovery for Pega Cloud

This article is part of the Pega Cloud Subscription Documentation.

Pega is committed to the preventive safeguarding of the Pega Cloud network and the high availability of Pega Cloud client instances. This commitment includes working to prevent Severity 1 incidents that could have significant business impact for Pega Cloud clients.

Pega Cloud Operations has a disaster recovery plan that is used by incident responders in the rare occurrence of a multiple-client Severity 1 incident (as defined in the plan), and which is also used to prepare the team to rapidly respond and efficiently recover service to affected Pega Cloud clients. The plan covers the following areas:

• Physical disasters.  Pega Cloud Environments are hosted in the client's selected Deployment Region.  For details on these Deployment Regions, see Deployment Regions for Pega Cloud.  Environments, Cloud Data Storage, Cloud File Storage, and Decision Data Storage, located within the client's selected Deployment Region, are fully replicated and protected by multi-zone automatic failover. Physical disaster impacts on Pega Cloud Environments are extremely unlikely.

• Global client support and operations facilities replication.  Pega Cloud client support facilities are also replicated and staffed in multiple global locations, using a follow-the-sun operating model.   During a declared disaster situation in one location, Operations and Information Security engineers from other Pega support sites will provide monitoring, system administration, and security awareness to Pega Cloud Environments.

• Database replication.  For client Environments, database technologies leverage state-of-the-art replication strategies, such as hot standby and real-time synchronous replication and multi-node clustering.  This provides near-real-time failover for critical systems on Pega Cloud. Following recovery of service, Pega Cloud operations can perform restoration from backup, if needed.

• Plan information.  Pega Cloud has disaster recovery plans that include roles, responsibilities, activation, response, recovery, reconstitution, and validation of Pega Cloud Environments. Pega Cloud Information Security and Pega Cloud operations regularly test these plans.

• Prepared response.  Pega Cloud offers 24x7x365 situational awareness monitoring, and is prepared to activate disaster recovery plans with disaster recovery team response within moments of any disastrous incident. Response bridge calls would include disaster recovery responders and clients, as appropriate.

• Announcements portal for major events.  In the event of a major incident that affects service to client Environments, Pega Cloud operations notifies affected clients (using the My Support Portal or email). Clients receive updates on restoration progress, and when normal service is restored.

For Legacy Web Chat and Pega Co-Browse, Pega relies on Regional Pairs for disaster recovery.  The disaster recovery location for each Service Deployment Region is identifed as a Secondary Region in the charts below. The Secondary Regions are not available as Service Deployment Regions. 

Pega Co-Browse

Pega Chat