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[email protected] Client Handbook

Updated on June 1, 2022

As a Pegasystems client, you have a key role to play to ensure the best possible results for your technical support cases. Members of your team should be familiar with this handbook before the need for assistance arises. This handbook will help you and your team understand the following aspects of your experience with Pega's global support team:

  • Technical support services that Pega provides
  • Ways to contact Pega for technical support
  • Information that you need to provide initially and throughout the lifecycle of your case
  • The Support Case process
  • Support Case severity levels, response times, and escalation guidelines
  • Your responsibilities as a Pega client
Note: Pega encourages everyone in your company to use our Self-Service Offerings. Self Service Offerings are accessible to all registered users, not just authorized account contacts.

Pega provides maintenance services as described in this Client Support Handbook and according to the terms of your Agreement and an applicable Schedule. Pega's team of global support experts is dedicated to keeping your Pega products up and running effectively. While Pega products are designed to provide stability and serviceability, it is reassuring to know that a dedicated team of support engineers and product specialists is ready to respond to your needs.

We strive to ensure your success by delivering industry-leading, world-class support. Our goal is to ensure your satisfaction each time you contact us.

For additional Pega Support information which is not part of the [email protected] contract documentation, see the Pega Support Center.

For more in-depth information about Pega's support processes, best practices, and tools not included as part of the [email protected] contract documentation, see How to get support.

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