Pega is a platform that automates digital processes from the center out, one customer journey at a time. It enables organizations to adapt to change, and deliver a great customer experience.
Pega is a leading enterprise-level digital process automation solution, and a popular choice for businesses that need to automate complex processes or services. Typical customers are airlines, insurance companies and government agencies.
Get Help
To help you resolve problems, Pega offers a variety of self-service resources. These include guides, articles, and troubleshooting videos on the Pega Community and at the Pega Collaboration Center.
In addition, Pega support self-learning with the Pega Academy site, a content library of learning essentials based on your skill-set. Whether you’re a beginner or an advanced professional, this site supports just-in-time learning, allowing you to pick up new skills and enhance your career with just a few clicks.
You can browse the documentation by Product, Capability, and Pega Cloud Services, and search through articles and videos. For example, you can search the TechTalk video library for technical talks on topics of interest to you or search the Product How-To video library for videos that explain how to use specific Pega Platform functionality.
As a client, you can also browse resolved issues to view bug fixes for Pega defects that you or other clients have reported. These are documented for all Pega Platform releases (major, minor, and patch releases) and are available on the Resolved Issues page in the Pega Community.
Update and Patch
Clients can participate in Pega’s proactive patch program to ensure they always receive the latest and greatest Pega Platform versions. These patches are cumulative and uniquely versioned, so they are easy to deploy and change management-friendly.
For new minor versions, patches are released approximately every eight weeks. The cadence increases as the version stream matures.
In addition to security and reliability improvements, patch releases are also a great way to adopt the latest features, capabilities, and performance improvements. In some cases, a patch release can be the only way to apply a hotfix for a critical security vulnerability or production outage.
During the update process, the environment infrastructure is improved to reduce tier start-up times. This enables you to resume working on your applications quickly.
You must pause all background processes before the update is applied and restart all queue processors, job schedulers, and DSM dataflows after you receive notification that the application is complete. This ensures that the update process is implemented without downtime.
Self-Service
To help ensure customers have the best possible experience, Pega offers a range of self-service support options. These include product guides, training materials, and knowledgebase articles.
For product-specific issues, the Pega Customer Service support center is available for troubleshooting and collaborative problem-solving. It also contains a large library of support documents and videos providing troubleshooting information.
The customer service system can also be embedded into a customer’s existing application to give them direct access to the self-service solution they need. This can reduce the number of calls to the call center and improve customer satisfaction.
To protect sensitive data during self-service, configure Pega Systems to enforce session control. This feature extends from Conditional Access and can help protect against infiltration and exfiltration of sensitive data in real time.
Contact Us
Pega support is here to help you solve your problems and provide you with information on how to use our products. We have an online community and an array of self-service resources that you can use to resolve your issues or get answers to questions.
To start, visit Pega Community to browse our knowledgebase and troubleshooting articles. You can also ask questions or start discussions with other users to get the answer you need.
If you aren’t able to find the answer to your question on Pega Community, we encourage you to post in the Collaboration Center (PSC). The PSC is a great place to share ideas, read community-valuable content, and browse support docs.
Before posting in the PSC, ensure that you are logged in. Then, use the Search bar to find existing questions, discussions, and support docs.