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Pega software maintenance and Extended Support Policy frequently asked questions

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Updated on April 12, 2022

For information about Pega's software maintenance and Extended Support Policy, see the following list of frequently asked questions..

What is Pega's Extended Support Policy?

The Extended Support Policy dictates the lifecycle of Pega Platform and Pega applications. The policy outlines the timeframe in which Pega will release periodic, cumulative patches to address software bugs and security vulnerabilities.

Where can I read about Pega's Extended Support Policy?

For more information about Pega's Extended Support Policy, see Pega software maintenance and Extended Support.

What does Extended Support mean for our clients?

Extended Support means clients should immediately update to the latest minor version to benefit from ongoing security and reliability improvements. Clients continue to receive support but need to update to the latest minor release to resolve non-production issues that they might experience.

Hotfixes might be provided for the following issues at the sole discretion of Pega:

  • Critical issues that result in production outages
  • Security-related vulnerabilities

When a version enters extended support, clients have no access to backporting abilities or support for newer versions of third-party solutions, and clients can no longer download this version from Pega Software Digital Delivery.

After Extended Support, Pega is under no obligation to provide additional support. Clients should immediately update to the latest minor version to benefit from ongoing security and reliability improvements.

What is the difference between a patch update and a minor update?

Patch releases include bug fixes and security updates to address bugs that Pega clients have reported and vulnerabilities identified due to the changing security threat landscape. Patches are cumulative, and Pega all clients should adopt patches on a regular basis for the most secure and reliable experience.

Minor updates include bug fixes and security updates and new and enhanced features for Pega Platform and Pega applications.

What are the requirements to receive patch updates?

To receive continuous patch and minor update releases, clients must be currently licensed for Pega software. Pega Cloud clients receive patches proactively, and minor updates can be applied when available through the update process executed through My Pega Cloud. Clients on client-managed cloud receive updated Docker images and Helm charts through the Pega GitHub site for their Cloud Choice infrastructure provider. On-premises clients can download the latest patches and updates from Pega Software Digital Delivery.

What happens when my version of Pega reaches Extended Support?

For on-premises or client-managed cloud, where clients build their own stack, not using Pega Cloud, environments, our clients or their system integrators download and install patches and updates when they build a new system. Pega Cloud Services manages applying patches and updates for their clients.

How does the Extended Support Policy affect the Platform Support Policy such as middleware support?

The vendor platforms shown in Pega Platform Support Guide Resources are always listed for the Pega versions that support those platforms. Pega no longer supports the Vendor platforms/versions when all Pega Platform versions, which support those vendor platforms, are out of Extended Support (no longer supported).

For example, Microsoft SQL Server 2008 R2 is supported for all versions of Pega 7.x up to Pega 7.4. If the Pega 7.x series is out of Extended Support, then Pega will no longer support Microsoft SQL Server 2008.

What happens if my version of Pega has reached the end of Extended Support?

After the Extended Support period expires, Pega no longer releases patches or hotfixes to address any bugs or security issues. If your version of Pega passes the end of Extended Support, you need to update your application to the latest version and patch to ensure you are on the most secure, reliable, feature-rich version of Pega Infinity.

Can I raise a support case on a product after Extended Support has ended?

Pega is under no obligation to provide support once the Extended Support period is ended. After you enter a Support Case in My Support Portal, either Pega will direct you to community forums or our support team will inform you that “issue X is resolved in Version Y of the product, please update your systems”. In addition, if you are using a product after the end of Extended Support, you should consider the risks. For example, after your Pega application version passes the end of Extended Support, Pega no longer provides updates for security vulnerabilities.

What is the servicing timeline for my version of Pega?

Pega releases patch updates for minor releases for 18 months following general availability. Extended Support applies for an additional 18 months, giving a total of up to 36 months of software support. Clients need to stay current with Pega releases for the latest enhancements.

What are my options for applying Pega patch updates?

For Pega Cloud clients, patch releases are applied proactively as part of your service. Pega's site reliability team applies these patches during your scheduled maintenance window with zero downtime to your applications.

On-premises and client-managed cloud clients can apply patches by using Pega best practice to achieve zero downtime on your maintenance schedule. For more information on applying patches, see the following articles:

You can obtain patches from Pega Software Digital Delivery.

What are my options for Pega minor updates?

As part of the service subscription, Pega Cloud applies updates at near-zero downtime. On-premises and client-managed cloud clients can achieve near-zero downtime by following best practices. For more information, see Updating and patching Pega Infinity.

Does this mean my software reaches End of Life at the end of Extended Support?

No, software does not reach End of Life at the end of Extended Support.

How often does Pega release patches?

Pega strives to release patches on a regular basis. Patches are released more frequently soon after general availability of a minor release. Pega typically releases six patches for each minor release.

For a detailed schedule of Pega Platform, Pega Customer Service, Pega Sales Automation, and Pega Call patch releases, see the Pega Infinity patch calendar.

I am on an older version of Pega (Pega 6.x, Pega 7.x). What does Extended Support mean for me?

If you are on a version of Pega earlier than Pega 8.3, you are in Extended Support. Extended Support for earlier versions of Pega software ends on June 30, 2023. We strongly encourage you to update your applications to the current release of Pega Infinity to take advantage of our latest enhancements with your system. Pega and select partners also offer application modernization services to help develop and deliver a roadmap to deliver modernized Pega applications that will have direct impact on your business.

I am on one of Pega’s legacy product lines such as Chordiant, OpenSpan. What does Extended Support mean for me?

All software released by Pegasystems (including products from Chordiant, OpenSpan, and other products obtained by Pega via acquisition) prior to the release of Pega Infinity is currently in Extended Support. Extended Support for these products, including all related versions, ends on June 30, 2023.

Pega will no longer undertake the certification of vendor platforms against Pega products and versions (including products acquired through merger or acquisition, such as Chordiant, OpenSpan, and other products) in Extended Support.

After your product enters the Extended Support period, Pega can no longer renew your maintenance agreement beyond the end of the Extended Support Period.

Please contact your account team to discuss how Pega can help you achieve your business needs with our latest product offerings.

Who can I contact with questions about the Extended Support Policy?

If you have questions about extended support, contact Pega Support or your Client Success Manager. For more information, see Pega Support.

For additional support for applying patches and updating your on-premises deployments, see Updating and patching Pega Infinity. Pega Cloud clients will find information on how the Pega Service Reliability Team (SRT) keeps your environments current.

For updating or applying patches to client-managed cloud, see Installing, patching, or updating Pega software.

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