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Disaster Recovery for Pega Cloud

Suggest edit Updated on August 19, 2022

This content applies only to Pega Cloud environments

This article is part of the Pega Cloud Subscription Documentation.

Pegasystems is committed to the preventive safeguarding of the Pega Cloud network and the high availability of Pega Cloud client instances. This commitment includes working to prevent Severity 1 incidents that could have significant business impact for multiple Pega Cloud clients.

Pega Cloud Service Operations has a disaster recovery plan that is used by incident responders in the event of a multiple-client S1 incident (as defined in the plan), and which prepares the team to rapidly respond and efficiently recover service to affected Pega Cloud clients. The plan covers the following areas:

  • Physical disasters.  Pega Cloud client environments are hosted by Amazon Web Services (AWS). Production environments, and the business applications and data deployed in them, are protected by multi-zone automatic failover and fully replicated database and application instances. Physical disaster impacts on Pega Cloud client environments are extremely unlikely.
  • Global client support facilities replication.  Pega Cloud client support facilities are also replicated and staffed in multiple locations, using a follow-the-sun model.   During a declared Disaster situation in one location, Operations and Information Security engineers from other Pega support sites will provide monitoring, system administration, and security awareness to Pega Cloud environments.
  • Database replication.  For client production environments, in addition to the primary database, a secondary database can be used for disaster recovery. The secondary database is a hot standby of the primary one and provides near-real-time failover capability for critical systems on Pega Cloud. Following recovery of service, Pega Cloud Service Operations can perform restoration from backup, if needed.
  • Plan information.  Pega Cloud has disaster recovery plans that include roles, responsibilities, activation, response, recovery, reconstitution, and validation of Pega Cloud environments. Pega Cloud Information Security and Pega Cloud Service Operations regularly test these plans.
  • Prepared response.  Pega Cloud offers 24x7x365 situational awareness monitoring, and is prepared to activate disaster recovery plans with disaster recovery team response within moments of any disastrous incident. Response bridge calls would include disaster recovery responders and clients, as appropriate.
  • Announcements portal for major events.  In the event of a major incident that affects service to client environments, Pega Cloud Service Operations notifies affected clients (using the My Support Portal or email). Clients receive updates on restoration progress, and when normal service is restored.

Note: for Pega Chat, disaster recovery sites are as follows:

Primary Site

Disaster Recovery Site

USA – Northern Virginia

USA – Northern California

Ireland - Dublin

Germany - Frankfurt

Australia - Sydney

Singapore

 

For Pega Co-Browse, disaster recovery sites are as follows:

Primary Site

Disaster Recovery Site

USA – Northern Virginia

USA – Northern California

Ireland - Dublin

Germany - Frankfurt

Canada - Central

Canada - Central

Additional notes for Chat and Co-Browse:

  • Pega will use the Disaster Recovery site in the same geographic area where the primary site is located (example: if the primary site is Dublin (geographic area is Europe), Frankfurt will be used as the DR site).
  • Clients must select one of the Primary Sites for their production deployment.  The Disaster Recovery sites are not available as Primary Sites. 

 

For Pega Voice AI, the disaster recovery site is as follows:

Primary Site

Disaster Recovery Site

USA – Northern Virginia

USA – Northern California

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