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Data backup, data restoration, and data recovery for Pega Cloud Services

Updated on November 23, 2021

This content applies only to Cloud environments.

This article is part of the Pega Cloud Services Subscription Documentation.

Pega Cloud Production Services provides various levels of backup and redundancy for client data, to provide full recovery of environments in the event of service disruption or failure. 

These services include both data recovery and data restoration.  Data recovery occurs when there is a failure of the primary database for some reason, and the database must fail over to the secondary database.  Data restoration occurs when the client requests that Pega restore their database from backup.

Data recovery

Data recovery occurs when there is a failure of the primary database for some reason, and the database must fail over to the secondary database.  The Pega Cloud Services Database Replication service protects production environments by deploying a real-time database mirror in a different availability zone. Failover to the production mirror is automatic, with a recovery point objective (RPO) of approximately 1 minute. This is the maximum amount of time during which data might be lost from a client database. The recovery time objective (RTO) is approximately 4 minutes. This is the targeted time to restore the client’s cloud service.

Data restoration from backup

A Pega Cloud Services subscription includes additional data management services, such as a data backup and restore service that continuously backs up the client's data for each environment (up to 30 days). 

The Pega Cloud Services Data Backup service backs up client data in all sandbox and production environments on an ongoing basis with a data loss point of approximately 10 minutes.  The time required for a database backup restoration depends on the size of the deployed system. 

Pega Cloud Services reserves the right to update these restoration projections based on improvements to existing services, new services that Pega Cloud Services might offer, or any changes in the support of data or regular disaster recovery testing.

Note: Backups are retained for recovery purposes only. They are not available to clients to access.

The number of monthly data restorations Pega Cloud Services provides depends on the supported environment type: 

  • Production environments can receive unlimited, full data restoration. 
  • Non-production environments can receive up to three full database restorations per month. 

Pega Cloud Services restores complete backups only.  Pega recommends that a restoration copies backup data to the environment type of its source. For example, Pega recommends that a backup of a production environment be restored to a production environment. 

If the target environment requires more storage to support the amount of data being restored, it is the client's responsibility to purchase the additional storage needed.

To request that a Pega Cloud Services database be restored from a prior backup, the client should open a service request through My Support Portal.

Note:  Chat, Co-Browse, Digital Messaging, Voice AI, and Workforce Intelligence Production environments all provide ongoing backup for client data, to provide full restoration of environments in the event of service disruption or failure. 

 

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