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Defining your support contact roles

Suggest edit Updated on December 1, 2021

As part of the sales process, you define your Pega Cloud services support contact roles. Use the information here if you still need to define the roles or now need to change them.

Define the following roles for your organization:

  • Administrator (need at least 3 for contingencies)
  • Security Contact (need at least one)
  • Product support (Pega assigns this role by default when you add or affiliate a user to a support account)
  • Cloud Admin (need at least one)
  • Cloud Change (must have at least one; for multiple production systems, one per project or department might be appropriate)

For details about what each role grants, see the Support user roles.

These contacts at your company are responsible for working with Pega Global Client Support (GCS) for any issues with your Pega Cloud services. Your organization must designate these contacts as part of your adherence to Pega Cloud Security best practices. Only the authorized contacts are allowed to approve changes to your cloud environment, or receive alerts and other information.

Each of your organizational contacts must have an account on Pega Community before they can be designated as contacts. If you have licensed one or more Pega Cloud services environments, you should determine which people are going to become contacts, and verify that they have each created their own account on the Pega Community.

It is important that these contacts are always up-to-date, so Pega knows who to contact for important Pega Cloud services issues.

    • Next topic Completing your environment connectivity
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