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Software Update and Extended Support Policy

Updated on October 26, 2022

This article covers the Pega's policies for software updates and extended support.

Software Updates

Software updates support the evolution of Pega products, and provide new functionality and enhancements to these applications within the functional domain of the licensed components.

Pega performs software updates on Pega Cloud and Pega Cloud for Government.

For on-premise or client-managed installations, you may request new versions of Pega software and update your environment(s). Installation of software updates can also be provided by Pega through a professional services engagement.

For further patch information and details on Infinity Update scenarios not included as part of the [email protected] contract documentation, see the Pega Software maintenance program.

Extended Support Policy

This policy applies to updates on any environment where Pega software is installed. 

Pega software enters “Extended Support” 18 months after the date that the minor version is made generally available.  The Extended Support period lasts for a total of 18 months.  

Once Extended Support begins:  

  • Clients should work to quickly update to the latest version to benefit from any additional features, fixes or improvements included in such release.  

  • Clients will continue to receive support but will be required to update to the latest release to resolve any non-production issues they might experience. For more information, see Pega Support.  

  • Hotfixes may be provided for the current non-updated version of your Software while in Extended Support for the following issues at the sole discretion of Pega:  

    • Critical issues that result in production outages  
    • Security-related vulnerabilities  

  • Backporting capabilities or support for newer versions of third-party solutions will no longer be available while your Pega software is in Extended Support.  

  • The version of your Software in Extended Support will no longer available for download from the Digital Delivery page.  

  • Pega will no longer undertake the certification of vendor platforms against Pega products and versions (including products acquired through merger or acquisition,  such as Chordiant, Antenna, OpenSpan, and other products) in Extended Support.  

Note: After the Extended Support period for your Pega software ends, Pega will be under no obligation to provide support. Clients should update to the latest version prior to the end of Extended Support.  

Software versions earlier than Pega Infinity 

All software released by Pegasystems (including products from Chordiant, Antenna, OpenSpan, and other products obtained by Pega via acquisition) prior to the release of Pega Infinity is currently in Extended Support. Extended Support for these products, including all related versions, ends on June 30, 2023. 

For PegaWorks and Chordiant applications, Extended Support is limited to screen-sharing or on-site support (if needed). In addition, Pega does not have the ability to create patches or hotfixes and cannot guarantee a resolution in all circumstances. If we are unable to resolve the issue via screen-share, it may necessitate going on-site to assist in devising a possible workaround. Client is responsible for Pega travel expenses for any on-site support.

For details on Extended Support timelines not included as part of the [email protected] contract documentation, see the Pega Extended Support program.

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