Table of Contents

Restarts in Pega Cloud environments

This content applies only to Cloud environments.

Restarts in Pega Cloud® Services are required in certain scenarios to complete configuration changes. Pega Cloud environment restarts occur gracefully, without data loss, while maintaining high availability of the environment. During environment restarts, users - both clients and their customers - can continue to access and use their applications in the client's Pega Cloud environments with minimal disruption. Pega Cloud currently supports two processes for restarting:

  • Client self-service: Pega Cloud supports clients restarting web application tiers within their dev/test and staging environments. For detailed steps, see Self-service: Restarting the Pega web app tier of your Pega Cloud environment.
  • Pega Cloud operations occasionally performs restarts of an entire Pega Cloud environment or specific tiers to complete configuration changes. To request a restart for the entire environment or a specific tier within your dev/test, staging, or production environments, file a Support Request (SR) in the My Support Portal.

Considerations for tier or cluster restart requests

Pegasystems Inc collaborates with clients to complete tier or cluster restarts after the client submits the SR. Clients should note the following details:

  • Pegasystems Inc. performs the restart during either the time requested in the SR or in the agreed upon standard maintenance windows that they defined during the Pega Cloud Services onboarding process. 
  • When a restart is in-progress, Pegasystems Inc. provides a status in the My Pega Cloud page link from My Support Portal: when the restart is complete, clients receive notification on the SR communications and the status in the portal is removed.
  • A tier or cluster restart temporarily disables your ability to restart a web application tier within this environment. For more information, see Pega Cloud Services maintenance and types of system updates
  • Clients can continue to use their environment throughout a tier or a cluster restart.

The tier and cluster restart process affects different aspects of client environments as described in each specific consideration section.

Background processing differences 

Depending on the version of Pega Platform running in your Pega Cloud environment, the management of background processing changes. Clients can continue using their system through a restart without data loss.

  • With Pega Platform™ 8.3 and later, Pega Cloud operations restarts client tiers or clusters without affecting the Pega software and doesn't require client involvement. The restart process includes automated stopping and restarting of background processing. Clients must follow the recommended best practices for using background processing as described in the section, Client responsibilities. The restart process waits up to 30 minutes for an activity that is running in the background to finish its work; if it is not finished within 30 minutes, the background process is terminated and the restart proceeds.
  • With Pega Platform 8.2 and earlier, Pega Cloud operations restarts the client tiers or cluster and may require client involvement as listed in the recommended best practices for using background processing as described in the section, Client responsibilities.

Impact on Search availability

Depending on the version of Pega Platform running in your Pega Cloud environment, clients will see the following impact to search functionality as a result of restarting the background processing tier or a cluster restart:

  • Pega Platform 8.1.4 and later - search is highly available throughout a restart and doesn't require re-indexing.
  • Pega Platform 8.1 through 8.1.3 - search is not available until automated Search re-indexing completes. Pegasystems Inc. applies cumulative patch releases for the latest Pega Platform 8.x software to the environment. For details, see Pega Cloud Services maintenance and types of system updates.
  • Pega Platform 7.4 and earlier - search is not available during a restart and requires clients to re-index the search. For details, see Rebuilding search indexes from the user interface.

Restart timing considerations

In Pega Cloud Services environments running Pega Platform 8.3.x and later, the environment infrastructure is enhanced compared to systems running 8.2.x and earlier to allow faster tier start-up times with as little interruption to your service as possible. The restart time depends on the number of nodes and background processes running on the nodes in your environment. The average restart time for all of the nodes in your cluster is about 60 minutes, while the usual maximum time is about 90 minutes.

Pegasystems Inc. responsibilities

During the Pega Cloud Services restart process, Pegasystems Inc. responsibilities include the following actions:

  • Manage communications with the client throughout the restart process, including notification before the restart begins and after the restart is complete.
  • Document any issue that was discovered during the restart and, if necessary, work with the client to resolve any restart issues.
  • Complete tier or cluster restarts during either the time requested in the SR or in general, the agreed upon standard maintenance windows that they defined during the Pega Cloud Services onboarding process.

Client responsibilities

To ensure a restart occurs with near-zero downtime impact to their environment, clients with Pega Platform 8.3.x and later running must ensure the following:

  • For Pega Marketing clients, clients are advised to reschedule any upcoming activities, such as campaigns or job schedulers, to be initiated after the restart is complete. Any user-initiated activities running during restart may not complete and require you to re-run it after the restart is complete. These activities include campaigns during the moment they are calculating volume constraints. Any jobs running during the restart will not be lost, but you may need to restart them after the restart is complete.
  • Review the notifications that Pegasystems Inc. sends that includes the details of an upcoming restart.
  • All background processes in their application follow these guidelines:
  • If a client must reschedule a tier or cluster restart, they should call the Pega Support Contact Information hotline listed for their region.

To ensure a restart occurs with minimal impact to their environment, clients with Pega Platform 8.2.x and earlier running must ensure the following:

  • Clients are advised to reschedule any upcoming activities, such as campaigns or job schedulers, to be initiated after the tier or cluster restart is complete.
  • In order to avoid possible disruption to background processes, clients should consider stopping all background processes before a restart begins and then restarting Pega queue processors, job schedulers, and DSM dataflows after you receive notification that the restart is complete; a restart automatically restarts Pega agents and listeners after it is complete. For specific guidance to complete the pausing and subsequent resuming of background processes, see Managing background processes during upgrades and patches.
  • Review the notifications that Pegasystems Inc. sends that includes the details of an upcoming restart.
  • If a client must reschedule a tier or cluster restart, they should call the Pega Support Contact Information hotline listed for their region.

Self-service: Restarting the Pega web app tier of your Pega Cloud environment

Pega Cloud clients can restart the Pega web app tier in their dev/test and staging environments using the self-service My Pega Cloud navigation icon in their My Support Portal. When clients restart the Pega web app tier using the self-service portal, the average time for the nodes in your tier to restart is about 30 minutes; while the maximum time is about 60 minutes.

When clients use the restart self-service, there is no impact to your background processing tiers or the Search availability.

Prerequisites

To use My Support Portal

  • Ensure that your browser settings allow cookies to be enabled.
  • Contact your Pega Cloud administrator for access privileges. Administrators can refer to the Support Contact Administrator Guide for additional information.

To restart your Pega Cloud environment app tier:

  1. Log in to your My Support Portal account.
  2. Navigate to the My Pega Cloud tab.
  3. Select the environment that contains the web app tier you want to restart.
  4. From the My Pega Cloud page, click the Gear icon
    "take-action"
     for the environment you would like to manage.
  5. Select Restart.
    Thumbnail
  6. From the Restart PegaAppTier window, enter a reason for the Web app tier restart in the Reason category field, and click Restart. Pega uses this information to guide future improvements to this functionality.

After a restart has been completed, you receive a bell icon notification with details about the restart.

If a restart fails, an SR is automatically filed to complete the request. Clients should not attempt a second restart; instead, you should work with your support team to complete the restart.

Maintenance activities can temporarily disable your ability to restart the Web tier in an environment. For more information, see Pega Cloud scheduled maintenance windows and Subscription Updates

To return to the overview article page, click Self-managing your Pega Cloud environments from My Support Portal.

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