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Working with Pega Support

Use this roadmap to make the most of your partnership with Pegasystems ® Global Client Support (GCS).

  1. In the  Pega Community, explore the Pega Support page: What it contains. How to navigate it.
    Additional Resources (last section) contains links to key references.
  2. Support@Pega, your handbook for Pega Support policy and other basic information
  3. Support Contact Administrator Guide, your guide to roles and responsibilities
  4. Support Contact Information, worldwide phone numbers
  5. Pega Collaboration Center, your first stop for reporting a product problem or asking a question – unless your production system is down (Severity 1)
  6. Digital Software Delivery, where you order and download Pega products
    See the Digital Software Delivery User Guide for more information.
  7. Hotfix Catalog, when you need to refresh your local catalog when you install hotfixes from the Hotfix Manager, especially during System Scan

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Support policy

Support@Pega

  1. The Client Support Engineer (CSE) working your case
  2. Your Client Success Manager (CSM)

Your role with GCS

Support Contact Administrator Guide

  1. The Client Support Engineer (CSE) working your case
  2. Your Client Success Manager (CSM)

Phone numbers

Support Contact Information

Client Support Engineers working in your region

Escalation support

Support@Pega
Escalation Request Process

Your GCS Advisor

Authoritative information

Pega Community Knowledgebase

Pega people working together in the Pega Collaboration Center

Help with your Pega account support@accounts.pega.com The Pega Accounts Support team
Pega Platform Support Guides

 

Pega Platform Support Guide resources

  1. The Client Support Engineer (CSE) working your case
  2. Your Client Success Manager (CSM)

What to look for, where to find it, whom to ask

To report bugs and submit feedback, go to any Pega Community page and click the Contact us button. Complete the form. Your submission will be routed to the content owner or other appropriate person.
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