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Pega Support resources and processes

After you have consulted Pega Community and the Pega Collaboration Center (PCC) for self-service support, you might need to use the additional support resources described in this article.

My Support Portal
My Pega Cloud
Pega Support home page
Support @ Pega Client Handbook
Digital Software Delivery
My Pega
Pega Academy

My Support Portal (MSP)

To report a Severity 1 Incident (production system down), always call your regional support team.

To report an incident (INC) of Severity 2, Severity 3, or Severity 4 or to ask for something that you need (Cloud Change, CC; Existing Hotfix, HR; Other need, SR), log in to the My Support Portal. For more information, see My Support Portal: New Design, Streamlined Features, especially the video What’s new in My Support Portal.

As shown in the following image of the My Support Portal page, use the main menu bar and the New Request list:

  • On the topmost menu bar, click Contact Us to display the Pega Support Contact Information listing the worldwide regional 24x7 phone numbers.
  • In the My Support Portal page, click New Request to create your support case: For an issue that you are having or For something that you need.
Contact Us for the regional support phone numbers and New Request for your support case
My Support Portal menu bar includes Contact Us and the application page displays the New Request drop-down list.
Contact Us for the regional support phone numbers and New Request for your support case

My Pega Cloud

You can see My Pega Cloud within My Support Portal only if your account is a cloud account and you are assigned the Cloud Admin or Cloud Change role by your support contact administrator. See Support user roles

To manage your Pega Cloud environments and services, open My Pega Cloud from within My Support Portal, as shown in the following image, or address it directly:

My Pega Cloud icon within My Support Portal
Click the Cloud icon from the left-hand navigation pane of My Support Portal to open My Pega Cloud.
My Pega Cloud icon within My Support Portal

For information on using My Pega Cloud, see Managing your environments in the My Pega Cloud portal.

Pega Support home page

Log in to Pega Community.

From the Support menu, go to Get Help and click Pega Support Home to open the Pega Support home page. 

Scrolling from top to bottom, you can find all your support resources on this page:

  • Support Alerts
  • Pega Collaboration Center (PCC) video
  • A Search bar for this page
  • Links to the following resources:
    • Pega Collaboration Center
    • Support Articles
    • Troubleshooting videos
  • Support Quick Links
    • Download Pega Software (Digital Software Delivery)
    • Contact Pega Support (Contact Information Regional Phone Numbers)
    • Submit and Manage Support Cases (My Support Portal and My Pega Cloud)
    • Access Predictive Diagnostic Cloud (PDC)
    • Request Pega Labs Services (Pega Labs)
    • Working with Pega Support (roadmap article of important support resources)
  • Developer Knowledge Share (PCC articles from Pega experts, clients and Pega personnel)
  • Pega Support Highlights (breaking news)
  • Latest Troubleshooting and Product How-To Videos
  • Visit My Support Portal
  • Additional Resources (support policy and procedure guides and articles) 

Support@Pega Client Handbook

The Support@Pega Client Handbook is your primary guide to the following information:

  • Support Contact Administrators
  • Scope of client support at Pega
  • Self-service offerings
  • Support case handling
  • Software update policy

Digital Software Delivery

The Digital Software Delivery (DSD) page is where you can download and update your licensed software. You can request shipments and updates of products that your company has already licensed.

See the Digital Software Delivery User Guide.

From the Pega Community main menu, hover your mouse pointer over Support to see the Resources menu. Click Download Pega Software to display the Digital Software Delivery page.

Navigation path from Support, Resources to Download Pega Software
From the Pega Community Support menu, see Resources and click Download Pega Software.
Navigation path from Support, Resources to Download Pega Software

 

My Pega

Just like Pega Community, Collaboration Center, and Pega Academy, My Pega requires you to be a registered user and to be logged in to this site before you can use it. All these Pega sites use single sign-on (SSO). Therefore, registering and logging in to one site, lets you use the other sites. See Registering and logging in to Pega Community

Log in to My Pega to complete your profile and show off your Pega expertise, view your achievements, set your preferences, and build your Pega reputation.

If you are a registered user, open the Pega Community page to log in. From here, you can open the My Pega page through the Hello drop-down menu on any of the Pega sites: Pega Community, Pega Collaboration Center, Pega Academy, and Pega.com.

You can also open My Pega by directly addressing the URL: my.pega.com.

Setting the region and location

After you have opened My Pega, you can set your region and location from My Profile.

From the My Pega menu, click My Profile and then Edit Profile. In Contact Information, check the values in the fields Location and Time Zone to make sure that they are correct.

My Pega Contact Information, the fields Location and Time Zone
From the My Pega menu, edit My Profile, the Contact Information fields Location and Time Zone.
My Pega Contact Information, the fields Location and Time Zone

 

Ensure that your region and location are correct. Your My Pega region and location settings are used by My Support Portal for any support cases that you create. 

Pega Academy

Pega Academy is where you learn about all things Pega. This education site is for everyone, from beginners to advanced professionals. Pega Academy helps you gain Pega knowledge and take this knowledge to new heights. You earn badges for your My Pega profile after you complete a Pega Academy mission, a learning path comprising course modules, challenges, a capstone mission exercise and test.

The content in Pega Academy is modular and supports just-in-time-learning. This allows you to learn and enhance your career the way you want. You can learn a whole new mission or just a small module. There are quizzes along the learning path that help validate all that you have learned.

For more information, see About Pega Academy.

Certifications from Pega Academy prove your commitment to excellence and your commitment to keeping your skills up to date.

From the Pega Certifications page, you can find Pega Certificates to earn, the courses to take, and Pega-certified people to build your team.
 

The menu of the Pega Academy Certifications page
The Pega Academy Certifications page offers a menu of choices for using certifications in many ways.
The menu of the Pega Academy Certifications page

 

Explore Pega Academy

Browse Pega Academy courses to find the missions or the modules that might be most useful to you.

Here are some examples:

Modernizing your application

Featured Missions

Pega Developer Success Stories

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