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Non-production environment restarts

Suggest edit Updated on April 15, 2022

You can restart the tiers or just a specific tier in your dev/test and staging environments using the My Pega Cloud self-service portal. This ability helps you and your clients continue using environments with minimal disruption.

Before you begin

To use the My Pega Cloud portal, have the following:

  • Cookies enabled in your browser settings.
  • Cloud-admin role or Cloud-change role access privileges. Contact your Pega Cloud administrator to secure those. For more information, see Support user roles.
  • Your My Pega Cloud portal preferences configured. For details, see Configuring your portal preferences.

Considerations for any Pega Cloud restarts

Restarts should occur gracefully, without data loss, while maintaining high availability of the environment. During environment restarts, users, both clients and their customers, can continue to access and use their applications in the client's Pega Cloud environments with minimal disruption.

Background processing differences

Depending on the version of Pega Platform running in your Pega Cloud environment, the management of background processing changes. Note: Clients can continue using their system through a restart without data loss.

Pega Cloud restart processing differences

ItemDescription
Pega Platform 8.3 and laterTiers restart without affecting the Pega software. The restart process includes automated stopping and restarting of background processing. Clients must follow the recommended best practices for using background processing as described in the section Client responsibilities. The restart process waits up to 30 minutes for an activity that is running in the background to finish its work; if it is not finished within 30 minutes, the background process is terminated and the restart proceeds.
Pega Platform 8.2 and earlierTier restarts may require client involvement as listed in the recommended best practices for using background processing as described in the section Client responsibilities.

Impact on Search availability

Depending on the version of Pega Platform running in your Pega Cloud environment, clients will see the following types of impact to search functionality as a result of restarting the background processing tiers or all of the tiers in your environment:

Pega Cloud post-restart search differences

ItemDescription
Pega Platform 8.1.4 and laterSearch is highly available throughout a restart and does not require re-indexing
Pega Platform 8.1 through 8.1.3Search is not available until automated Search re-indexing completes. Pegasystems Inc. applies cumulative patch releases for the latest Pega Platform 8.x software to the environment. For details, see Pega Cloud Services maintenance and types of system updates.
Pega Platform 7.4 and earlierSearch is not available during a restart and requires clients to re-index the search.

Restarting a Pega Cloud environment

When restarting your environment is available, depending on the type of environment, you can use the self-service function to restart or you can restart your environment by making a request to support.

For information about when to plan a restart, see Environment availability during a restart.

For information about who completes the various restart tasks, see Restart task responsibilities

  • To self-service restart your selected non-production Pega Cloud environment tier(s), see Restarting your Pega Cloud environment.

    Note: When you use the restart self-service, you do not impact your background processing tiers or the Search availability.
  • To request a restart of your production environment, select New request in My Support Portal. Note: If a restart fails, the system automatically generates a new support request for the support team to complete the restart.

    For information about how to submit a request, see Requesting support services.

Environment availability during a restart

Restarts should occur gracefully, without data loss, while maintaining high availability of the environment. To avoid unnecessary disruption and potential conflicts, plan your restarts for when your environment is available. Use this information to help you understand when it makes sense to restart.

You want to ensure that during an environment restart, users, both clients and their customers, can continue to access and use their applications in the client Pega Cloud environments with minimal disruption.

Restart considerations

Here are some things to consider when planning your restart:

  • The average time for the nodes in your tier to restart is about 30 minutes, while the maximum time is about 60 minutes. This duration might cause disruption.
  • Maintenance activities might temporarily disable your ability to restart the Web tier in an environment. For more information, see Pega Cloud maintenance and types of system updates.
  • Pega performs certain restart tasks and you perform others. For information about when and how this affects you and others, see Restart task responsibilities

You cannot restart an environment in the following cases:

  • Production environment types
  • Environments in a hibernating, hibernated, or waking-up status
  • Environments during or surrounding maintenance activities:
    • From thirty minutes before a scheduled maintenance activity begins and until it completes.
    • Environments actively undergoing maintenance activities.

Restart task responsibilities

For a successful restart of any Pega Cloud environment, certain tasks must be performed. During the Pega Cloud restart process, Pegasystems Inc has the responsibility for completing some tasks and you, the client, have the responsibility for completing other tasks. Use this information to help you to understand who is responsible for which restart action and why the actions are necessary.

Pega performs certain restart tasks and you perform others.

Pega Cloud restart task responsibilities

ItemDescription
Pegasystems Inc. responsibilities

To ensure the following:

  • Manage communications with the client throughout the restart process, including notification if a restart fails.
  • Document any issue that was discovered during the restart and, if necessary, work with the client to resolve any restart issues.
  • Complete a production restart during either the time requested in the service request or in general, the agreed upon standard maintenance windows that they defined during the Pega Cloud onboarding process.
Client responsibilities for Pega Platform 8.3.x and later

To ensure that a restart occurs with near-zero downtime impact to their environment, perform the following:

  • For Pega Marketing clients, clients are advised to reschedule any upcoming activities, such as campaigns or job schedulers, to be initiated after the restart is complete. Any user-initiated activities running during restart may not complete and require you to re-run it after the restart is complete. These activities include campaigns during the moment they are calculating volume constraints. Any jobs running during the restart will not be lost, but you may need to restart them after the restart is complete.
  • Review the notifications that Pegasystems Inc. sends that includes the details of an upcoming production restart.
  • All background processes in their application follow two guidelines:
    • Best practices for writing activities for background jobs
    • Best practices for processing files user the file listener
  • If a client must reschedule a production restart, they should call the Pegasystems Global Client Support contact information hotline listed for their region.
Client responsibilities for Pega Platform 8.2.x and earlier

To ensure a restart occurs with minimal impact to their environment, perform the following:

  • Clients are advised to reschedule any upcoming activities, such as campaigns or job schedulers, to be initiated after the restart is complete.
  • In order to avoid possible disruption to background processes, clients should consider stopping all background processes before a restart begins and then restarting Pega queue processors, job schedulers, and DSM dataflows after you receive notification that the restart is complete; a restart automatically restarts Pega agents and listeners after it is complete. For specific guidance to complete the pausing and subsequent resuming of background processes, see Managing background processes during upgrades and patches.
  • Review the notifications that Pegasystems Inc. sends that includes the details of an upcoming production restart.

    If a client must reschedule a production restart, they should call the Pegasystems Global Client Support contact information listed for their region.

Restarting your Pega Cloud environment

When you want to restart your Pega Cloud environment, be sure you understand the implications and then follow the instructions in this topic.

Before you can use the portal, have the following:

  • Cookies enabled in your browser settings.
  • Cloud-admin role or cloud-change role access privileges. Contact your Pega Cloud administrator to secure those. For more information, see Support user roles.
Note: You must also have reviewed and understood the considerations described in Non-production environment restarts. Availability of successful restarts depends on environment status, platform version, and other details.

To restart your selected Pega Cloud environment tier, complete the following steps:

  1. Log in to your My Pega Cloud account.
  2. In the My cloud setup tile, click View details.
  3. In the Environments section, in the row for the environment that contains the tiers that you want to restart, click the More icon, and then select Restart.
    Restart dialog window
  4. In the Restart dialog window, select the reason category that best describes the reason why you want to restart your environment. Pega uses this information to guide future improvements to this functionality. Important: If a restart fails, a new request is automatically generated with your environment details. Do not attempt a second restart; instead, work with your support team to complete the restart.
  5. Select the tier you want to restart.
    • Select All tiers to restart all tiers on the selected virtual space.
    • Select Specific tier(s) to choose the tiers you want to restart.
  6. Optional: To add additional details for Pega Cloud services as to why you want to restart your environment, in the Additional details field, enter your supporting information.
  7. Click Initiate Restart.
  8. Optional: In the top navigation panel, select the Notification icon to view the status of the restart process.

    After a successful restart, you receive a notification with details about the restart.

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