⚠️ Note: This session was part of the internal schedule of the Pega Cloud Summit 2026 and was not open to the general public. The content below is a curated extract intended for the community audience. Some topics discussed during the session are not reflected here, as they were shared exclusively with internal audiences.
The Pega Cloud Summit 2026 brought together leaders, practitioners, and innovators for two days of deep-dive sessions focused on the future of Pega-as-a-Service. Among the most anticipated internal sessions was the Pega Cloud Technology Strategy, led by Frank Guerrera, Senior Vice President and Chief Cloud Officer at Pegasystems. Frank was joined by a panel of engineering and product leaders to explore the strategic direction of how Pega delivers its cloud platform — not just as infrastructure, but as a true end-to-end managed service.
You can watch the full recording of the public sessions and explore related content on the Pega Cloud Summit 2026 event page.
From "Pega Cloud" to "Pega as a Service"
One of the central themes of the session was a deliberate and meaningful shift in language and positioning. The term Pega Cloud can be easily confused with commodity infrastructure offerings from hyperscalers. The vision Frank articulated is one where clients focus entirely on building and running their applications, while Pega manages end-to-end platform operations underneath — seamlessly, securely, and at enterprise scale. This reframing toward Pega as a Service is not merely cosmetic; it reflects a fundamental commitment to owning the client experience from provisioning to production.
Supporting this vision, Pega continues to operate a multi-cloud strategy across AWS and Google Cloud Platform (GCP), giving clients resilience, flexibility, and geographic choice. A significant milestone on the horizon is the launch of an EU Service Boundary — a sovereign cloud environment designed specifically for European and public sector organisations operating under strict data residency and regulatory requirements.
Smarter Operations Through Observability and Automation
The session highlighted how Pega is raising the bar for operational excellence. The platform now leverages event-driven automation for routine maintenance tasks — for example, automatically scaling database storage capacity where supported before it becomes a constraint, rather than reacting after the fact. This proactive posture means fewer disruptions and a smoother experience for clients and their end users.
On the monitoring front, Pega Predictive Diagnostic Cloud (PDC) serves as the client-facing observability tool, giving teams visibility into application health and performance. Clients who use external monitoring platforms can also pipe Pega metrics directly into their own tooling via the Metrics API — a flexibility that fits naturally into enterprise observability stacks.
AI-Powered Support and Faster Incident Resolution
Generative AI is not just a feature Pega builds for its customers — it is actively powering Pega's own support operations. The Global Cloud Services (GCS) team has deployed an AI Support Buddy that helps clients find answers independently, with many clients resolving their queries without ever reaching a human agent. For tickets that do require human intervention, AI assists engineers in triage and resolution, with an increasing share of cases resolved entirely through automation.
When critical incidents do arise, Pega's contractual response time for Severity 1 incidents ensures clients are never left waiting. In practice, the actual average response is even faster than our SLA, reflecting the team's commitment to service excellence.
Join the Conversation
This extract offers a glimpse into the strategic direction shaping Pega's cloud platform in 2026 and beyond. If you'd like to explore these topics further, share your questions, or connect with the community, we'd love to have you in the Pega as-a-Service Expert Circle — a dedicated community space for clients, partners, and practitioners working with Pega's cloud platform.
👉 Join the Pega as-a-Service Expert Circle for access to additional webinars, resources, and peer discussions.
💬 Have a question? Join the Q&A conversation thread linked to the Pega Cloud Summit 2026 event page and post your question there — our team will be happy to follow up: Pega Cloud Summit 2026 – Community Event Page.
