Table of Contents

Pega Cloud Services maintenance and types of system updates

This content applies only to Cloud environments.

This article provides information about Pega Cloud® Services maintenance. This information is provided for planning purposes, and is subject to change at the discretion of Pegasystems Inc.

Foreword

Periodic system maintenance is essential to maintaining the on-going stability and security of your Pega Cloud Services environments, as well as to the evolution of Pega Cloud. Periodic maintenance ensures your Pega Cloud Services environments stay up-to-date with software updates and patches, and can make use of the latest features and services included in Pega Cloud Services.

Pegasystems Inc. will strive to minimize the impact of maintenance to your Pega Cloud Services application and its availability. For questions, contact Pegasystems Inc. Global Client Support (GCS).

Pega Support Contact Information

Maintenance types

There are two types of maintenance for Pega Cloud services: standard maintenance and emergency maintenance. This section describes the differences between the two types of maintenance.

Standard maintenance

Standard maintenance includes all scheduled Pega Cloud Services update and upgrade events. See the section standard maintenance activities for further information about the kinds of service maintenance covered by this category.

Standard maintenance will only be scheduled during an available Maintenance Window. Pegasystems Inc. will provide advance notice of Standard Maintenance at least five (5) days prior to the work commencing.

Emergency maintenance

Emergency maintenance includes all maintenance performed with immediate or near-immediate timing to remediate or avoid an incident, or to address modifications as mandated by Pegasystems Inc. See the section emergency maintenance activities for further information about the kinds of system maintenance covered by this category.

Emergency maintenance may be performed outside of a maintenance window. Pegasystems Inc. will attempt to provide but cannot guarantee delivery of advanced notification for an emergency maintenance event.

Standard maintenance activities

Most standard maintenance procedures do not affect the availability of your environment, including typical software patches and infrastructure updates. For planning purposes, Pegasystems Inc. communicates upcoming standard maintenance activities at least five days prior to the maintenance window during which time Pegasystems Inc. completes the maintenance. For additional details about the client experience associated with each type of standard maintenance activity, see the links in each section:

  • Pega Cloud infrastructure updates: Pegasystems Inc. updates the supporting infrastructure services of each environment, including the database, to include the latest security and performance benefits, service enhancements, and new capabilities. For more information, see the Pega Cloud Services Release Notes. Infrastructure updates are zero-downtime and do not change the Pega software running in the Pega Cloud environment. For clients who have environments running old networking topologies, Pegasystems Inc. may perform a one-time, zero-downtime network migration to the latest enhanced networking infrastructure, which require client approval. For details, see Network migrations: benefits and impacts. For details about the Pega Cloud infrastructure update process and the expected client experience, see:
  • Pega Platform patches starting with Pega Infinity™: Pegasystems Inc. applies cumulative patch releases of the latest Pega Platform 8.x software to client environments. Each patch includes important security, supportability, and reliability improvements and bug fixes. The bug fixes are based on a wide range of client feedback, which ensures that each client has access to addressed issues across each Pega Infinity release. Patch installation is zero-downtime and includes only rule changes observed between the patch and the current version; patches do not require a cloned environment for validation. For more information, see Pega Platform Patch Releases - Resolved Issues Download. For details about the Pega Cloud patch installation process and the expected client experience, see:
  • Pega Platform™ and CRM application software upgrades: Pegasystems Inc. upgrades the environment to the latest major or minor software versions of Pega Platform and the suite of CRM applications running in Pega Cloud Services environments. With each software upgrade, Pega commits to making Pega Platform and Pega application software changes that are backwards compatible and include the latest security updates, capabilities, feature enhancements, performance improvements, and supportability enhancements. Software upgrades for Pega Cloud environments include a cloned environment for validation.

    Pega implements a two-phased software upgrade process consisting of a basic upgrade phase and a feature adoption phase. With the basic upgrade phase, clients can benefit from the latest performance and security improvements without affecting their existing Pega applications. After the basic upgrade is complete, clients can use the feature adoption phase to take advantage of the latest Pega Infinity and application features using their standard DevOps process. The upgrade process features upgrade assessment tools, an upgraded, cloned environment to complete compatibility testing, and testing orchestration with upgrade pipeline in Deployment Manager. Pega supports both a major upgrade (7.x to 8.x) and a minor upgrade (8.x to 8.y) of the Pega Infinity software in a client's environment:

    • Pega Infinity upgrades starting from version 8.4.x feature a near-zero-downtime process, so your environment remains available throughout the upgrade process. It also includes a go/no-go phase during the production upgrade in which Clients perform a final confidence check of their applications. Pega upgrades the production environment only after clients indicate a go approval. The entire upgrade process usually takes around 15 days. For details about the minor Pega Cloud upgrade process and the expected client experience, see Minor upgrade process for Pega Infinity 8.4.x and later.

    • Software upgrades from previous versions may require downtime and some post-upgrade steps. The entire upgrade process usually takes around 30 days. For details about the major Pega Cloud upgrade process and the expected client experience, see Major upgrade process to the latest Pega Infinity release.

Emergency maintenance activities

Examples of emergency activities include:

  • Critical Hotfix Deployment: Pegasystems Inc. installs and subsequently commits Pega Platform and/or strategic application software hotfixes that Pegasystems Inc. deems critical to the continued availability and security of your Pega Cloud Services system. Critical hotfixes address issues that may compromise the availability, stability, or security of the system, and their installation is not optional. Critical hotfixes may be deployed with little to no advance notice to remediate or avoid an incident. Critical hotfixes are committed within 7 days after the initial installation, providing time to evaluate the correct function of the hotfix and to roll back the changes if necessary. While these hotfixes are not optional, Pegasystems Inc. will take reasonable steps to reduce the disruption of these changes to your Pega Cloud Services systems.
When critical hotfixes are committed, all other uncommitted hotfixes in your Pega Cloud Services systems will also be committed.Maintenance windows

Pegasystems Inc. makes a reasonable effort to not undertake scheduled standard maintenance that falls outside of a client's standard maintenance window. Pegasystems Inc. maintenance communications to clients always include the maintenance window times. Pegasystems Inc. will make a reasonable effort to not undertake scheduled standard maintenance for more than 8 hours a month.

Pegasystems Inc. performs maintenance activities that are near zero-downtime during the scheduled standard maintenance window on either weekends or on weekdays between 11:00 p.m. and 5:00 a.m. local time in the Amazon AWS Region of the deployed environment. Most maintenance activity typically last a few hours; review the maintenance communications from Pegasystems Inc. for the anticipated duration time for the upcoming maintenance activity. See the table below for the local times of each Amazon AWS Region.

Pegasystems Inc. will work with clients to try to define a standard maintenance window to occur when clients know their environment usage patterns are at the lowest levels and the default window is not sufficient for their needs. If a client needs to specify a non-default window, they can make a request by selecting New request in My Support Portal. For the latest documentation on making requests, see My Support Portal: New Design, Streamlined Features.

For commercial Pega Cloud Services accounts:

AWS Region Local Time Zone
Asia Pacific (Hong Kong): ap-east-1 HKT (Hong Kong Time)
Asia Pacific (Singapore): ap-southeast-1 SGT (Singapore Time)
Asia Pacific (Sydney): ap-southeast-2 AEST* (Australian Eastern Standard Time)
Asia Pacific (Tokyo): ap-northeast-1 JST (Japanese Standard Time)
Asia Pacific (Mumbai): ap-south-1 Mumbai (India - Maharashtra)
Canada (Central): ca-central-1 ET* (Eastern Time)
EU (Frankfurt): eu-central-1 CET* (Central European Time)
EU (Ireland): eu-west-1 IST* (Irish Standard Time)
EU (London): eu-west-2 BST* (British Standard Time)
EU (Milan): eu-south-1 CET* (Central European Time)
EU (Paris): eu-west-3 CET* (Central European Time)
EU (Stockholm): eu-north-1 CET* (Central European Time)
South America (São Paulo): sa-east-1 BRT* (Brasília Time)
US East (N. Virginia): us-east-1 ET* (Eastern Time)
US East (Ohio): us-east-2 ET* (Eastern Time)
US West (N. California): us-west-1 PT* (Pacific Time)
US West (Oregon): us-west-2 PT* (Pacific Time)

*Participates in Daylight Savings Time.

Reach out to GCS for more information.

 

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