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Pega Cloud maintenance and types of system updates

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Updated on April 6, 2022

Pegaprovides this for planning purposes. It is subject to change at the discretion of Pega.

Foreword

Periodic system maintenance is essential to maintaining the on-going stability and security of your Pega Cloud services environments, as well as to the evolution of Pega Cloud. Periodic maintenance ensures your Pega Cloud environments stay up-to-date with software updates and patches, and can make use of the latest Pega Cloud features and services.

Pega will strive to minimize the impact of maintenance to your Pega Cloud services application and its availability. For questions, contact Pegasystems Global Client Support.

Pega Support Contact Information

Maintenance types

There are two types of maintenance for Pega Cloud services: standard maintenance and emergency maintenance. This section describes the differences between the two types of maintenance.

Standard maintenance

Standard maintenance includes all scheduled Pega Cloud services update and update events. See the section Standard maintenance activities for further information about the kinds of service maintenance covered by this category.

Standard maintenance will only be scheduled during an available Maintenance Window. Pega will provide advance notice of Standard Maintenance at least five (5) days prior to the work commencing.

Emergency maintenance

Emergency maintenance includes all maintenance performed with immediate or near-immediate timing to correct or avoid an incident, or to address modifications as mandated by Pega. See the section Emergency maintenance activities for further information about the kinds of system maintenance covered by this category.

Emergency maintenance may be performed outside of a maintenance window. Pega will attempt to provide but cannot guarantee delivery of advanced notification for an emergency maintenance event.

Standard maintenance activities

Examples of standard maintenance activities include the following items:

  • Pega Cloud infrastructure updates: Pega updates the supporting infrastructure services of each environment, including the database, Tomcat application server, and Java, to include the latest security and performance benefits, service enhancements, and new capabilities. For more information, see the . Infrastructure updates are zero-downtime and do not change the Pega software running in the Pega Cloud environment. If you have environments running old networking topologies, Pega may perform a one-time, zero-downtime network migration to the latest enhanced networking infrastructure, which require your approval. For details, see Network migration: benefits and impacts. For details about the Pega Cloud infrastructure update process and the expected experience, see:
  • Pega Platform and CRM application patches starting with Pega Infinity: Pega applies cumulative Pega Platform patches and releases of the latest Pega Platform 8.x software to your environments and the suite of customer relationship management (CRM) applications running in Pega Cloud services environments. Each patch includes important security, supportability, and reliability improvements, including critical hotfixes, and bug fixes. The bug fixes are based on a wide range of client feedback, which ensures that you have access to addressed issues across each Pega Infinity release. Patch application is zero-downtime and includes only rule changes observed between the patch and the current version; patches do not require a cloned environment for validation. For more information about Pega Platform and CRM patches, see Pega Platform Patch Releases - Resolved Issues Download and Application patch releases. For details about the Pega Cloud patch installation process and the expected experience, see:
  • Pega Platform and CRM application software updates:Pega updates the environment to the latest major or minor software versions of Pega Platform and the suite of CRM applications running in Pega Cloud services environments. With each software update,Pega commits to making Pega Platform and Pega application software changes that are backwards compatible and include the latest security updates, capabilities, feature enhancements, performance improvements, and supportability enhancements. Software updates for Pega Cloud environments include a cloned environment for validation.

    Pega implements a two-phased software update process consisting of a basic update phase and a feature adoption phase. With the basic update phase, you can benefit from the latest performance and security improvements without affecting your existing Pega applications. After the basic update is complete, you can use the feature adoption phase to take advantage of the latest Pega Infinity and application features using your standard DevOps process. The update process features update assessment tools, an updated, cloned environment to complete compatibility testing, and testing orchestration with update pipeline in Deployment Manager. Pega supports both an update from Pega Infinity release 8.4.1 and earlier (with some downtime) and an update from Pega Infinity release 8.4.2 and later (with near-zero downtime) of the Pega Infinity software in your environment:

    • Pega Infinity updates starting from version 8.4.2 feature a near-zero-downtime process, so your environment remains available throughout the update process. It also includes a Go-NoGo phase during the production update in which you perform a final confidence check of your applications. Pega updates the production environment only after you indicate a go approval. The entire update process usually takes around 15 days. For details about the minor Pega Cloud update process and the expected experience, see Pega Cloud update process for Pega Infinity release 8.4.2 and later.
    • Software updates from previous versions may require downtime and some post-update steps. The entire update process usually takes around 30 days. For details about the major Pega Cloud update process and the expected experience, see Pega Cloud update process for Pega Infinity release 8.4.1 and earlier.

Emergency maintenance activities

Examples of emergency activities include:

  • Critical Hotfix Deployment: Pega installs and subsequently commits Pega Platform and/or Pega application software hotfixes that Pega deems critical to the continued availability and security of your Pega Cloud services system. Critical hotfixes may be deployed as part of the software patch process with little to no advance notice to correct or avoid an incident. Critical hotfixes are committed within 7 days after the initial installation, providing time to evaluate the correct function of the hotfix and to roll back the changes if necessary. While these hotfixes are not optional, Pegasystems Inc. will take reasonable steps to reduce the disruption of these changes to your Pega Cloud services systems while making certain that clients have these very important fixes.
Note: When critical hotfixes are committed, all other uncommitted hotfixes in your Pega Cloud services systems will also be committed.

Maintenance windows

Pega makes a reasonable effort to not undertake scheduled standard maintenance that falls outside of your standard maintenance window. Pegasystems Inc. maintenance communications to your always include the maintenance window times. Pega will make a reasonable effort to not undertake scheduled standard maintenance for more than 8 hours a month.

Pega performs maintenance activities that are near zero-downtime during the scheduled standard maintenance window on either weekends or on weekdays between 11:00 pm and 5:00 am local time in the local timezone of your environment's deployment region, as listed in Deployment regions for Pega Cloud. Most maintenance activity typically last a few hours; review the maintenance communications from Pegasystems Inc. for the anticipated duration time for the upcoming maintenance activity.

Commercial Pega Cloud services accounts local timezone support is based on your environment's deployment region

Supported APAC Local Time Zones
HKT (Hong Kong Time)
SGT (Singapore Time)
AEST* (Australian Eastern Standard Time)
JST (Japanese Standard Time)
Mumbai (India - Maharashtra)
Supported Americas Local Time Zone
ET* (Eastern Time)
BRT* (Brasília Time)
PT* (Pacific Time)
Supported EMEA Local Time Zone
AST (Arabia Standard Time)
BST* (British Standard Time)
CET* (Central European Time)
IST* (Irish Standard Time)

*Participates in Daylight Savings Time.

Pega will work with you to try to define a standard maintenance window to occur when you know you environment usage patterns are at the lowest levels and the default window is not sufficient for your needs. If you need to specify a non-default window, you can make a request by selecting New request in My Support Portal. For the latest documentation on making requests, see My Support Portal: New Design, Streamlined Features.

  • Previous topic How Pega keeps your environment current
  • Next topic Understanding Pega Infinity updates for Pega Cloud services
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