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Scope of Client Support at Pega

Updated on August 18, 2021

Pega's global team of support experts can provide assistance investigating potential product defects. This includes problems that arise in the following example scenarios:

  • Problems encountered during application development
  • Issues encountered during standard use or testing
  • Environmental issues, including performance and configuration problems with the product
  • Installation, update, or migration problems
  • Other software use or operation errors

Pega's support team members will help isolate problems with non-Pegasystems products as specified in the Platform Support Guide

For clients who have licensed Pega Cloud Services and/or Pega Cloud for Government, in addition to the assistance described above, Pega provides the following:

  • 24 x 7 x 365 monitoring and management of production services, including  monitoring and management for database, environment, and network
  • Security monitoring and management
  • Service maintenance and updates, including patches and other updates for security, infrastructure, operating system, and Pega applications
  • Disaster Recovery service
  • Database backup and restore
  • Threat and vulnerability testing
  • Root cause analysis for Severity 1 events

There are situations where the support team is not the appropriate group to provide assistance. Problems of this nature that fall outside the bounds of your Pegasystems Maintenance Agreement include the following types of requests:

  • Requests for application design or development advice
  • Detailed performance tuning and system optimization
  • Requests for general information about Pega's’ products and services
  • Client runtime application performance issues

These types of requests require the engagement of a Practice Leader in Pega Consulting to assess your needs.

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