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Working with Pega Support

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

Until links are visible, hover the mouse pointer over roadmap text to display the hand icon. Click the text to go to the page.
  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 Support Community, 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 Customer Support Engineer (CSE) working your case
  2. Your Customer Success Manager (CSM)

Your role with GCS

Support Contact Administrator Guide

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

Phone numbers

Support Contact Information

Customer 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 Support Community

Help with your Pega accountsupport@accounts.pega.comThe Pega Accounts Support team
Pega Platform Support Guides

 

https://community.pega.com/knowledgebase/documents/platform-support-guide

https://community.pega.com/system/files/pdfs/PRPC_63_Prior_PlatformSupportGuide050517.pdf

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

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

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Published May 22, 2018 — Updated November 6, 2018


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