The Pega support mission
Pega support teams ensure your success as Pega clients by fulfilling the core values of their mission:
- Providing world class technical support on the use of Pega products and services
- Making it easy, pleasant, and rewarding for you, our clients, to work with us
- Using their skills, experience, and data on the Pega client perspective to drive product and services improvements, including documentation refinements
Pega support teams operate globally, providing 24 x 7 support. See Pega Support Contact Information.
Pega support engineers are software engineers with expertise in Pega products and services and third-party software products such as application servers, relational database software, and integration software. For details on the vendor platforms supported for our on-premises installations, see Pega Platform Support Guide Resources.
Pega support teams handle a variety of support case types, as identified in My Support Portal: New Design, Streamlined Features, the section Requesting support services.
Support engineers work on multiple support cases ordered by item severity and priority. When responding to incidents (INCs), support engineers focus on restoring system operations first. When system operations are restored, they focus on establishing the root cause of the reported problem, immediate remediation, and a path to the permanent solution.
Pega support teams help you eliminate the need for creating a support case by contributing to and coaching you in using the support self-service offerings.