Table of Contents

Defining your support contact roles

As part of the sales process, you should define your Pega Cloud Services support contact roles.

Define the following roles for your organization:

  • Administrator (need at least 3 for contingencies)
  • Security Contact (need at least one)
  • Cloud Support
  • Cloud System (must have at least one; for multiple production systems, one per project or department might be appropriate)

To review the steps to complete these role definitions, see the Support Contact Administrator Guide.

These are the contacts at your company who are responsible for working with Global Client Support (GCS) for any issues with your Pega Cloud Services. Your organization must designate these contacts as part of your adherence to Pega Cloud Security best practices. Only the authorized contacts are allowed to approve changes to your cloud environment, or receive alerts and other information.

Each of your organizational contacts must have an account on Pega Community before they can be designated as contacts. If you have licensed one or more Pega Cloud Services environments, you should determine which people are going to become contacts, and verify that they have each created their own account on the Pega Community.

It is vital that these contacts be kept up-to-date, so Pega knows who to contact for important Pega Cloud Services issues.

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