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Submitting Severity 1 support cases

Suggest edit Updated on September 30, 2021
Before you begin: See Support@Pega Client Handbook and Support Contact Administration.

Learn what is involved when you submit a Severity 1 support case, an Incident (INC).

What are the criteria for a Severity 1 INC?
What is the process for a Severity 1 INC?

What are the criteria for a Severity 1 INC?

Criteria for on-premises environments and client cloud environments
Criteria for Pega Cloud environments

Criteria for on-premises environments and client cloud environments

For on-premises environments and client cloud environments, Severity 1 reports that the production system is down or inaccessible. 

Criteria for Pega Cloud environments

For Pega Cloud environments, Severity 1 reports that the Pega Cloud Service is down, inaccessible, or the service is unusable resulting in a total disruption to the client.

When these conditions exist, the case must be reported and handled as a Severity 1 Incident for all environments -- production and lower environments for both cloud and product issues. 

For private cloud environments, you, the Pega client, own your environment; Pega cannot control it. Therefore, Severity 1 for private cloud environments applies only when the production system is down or inaccessible.

What is the process for a Severity 1 INC?

Always call your regional telephone number that is given on the Pega Support Contact Information page to report Severity 1 issues.

Note: Off-hours support is limited to Severity 1 cases.

Here are the steps of the Severity 1 Incident process flow:

  1. You, the client, call Support to report your severity 1 case.

  2. The support engineer starts case triage.

  3. Typically, a bridge is opened to facilitate collaboration between the support team and you, the client. 

  4. The support team investigates the Severity 1 Incident.
    This investigation takes priority over all other cases and may involve multiple GCS and Product engineers.  

  5. The support engineer resolves the Severity 1 Incident when the primary objective is met:
    The primary objective of a Severity 1 Incident investigation is to return the Production system to its normal operational state so that the business can continue.  

  6. A separate case (INC) is created automatically and assigned Severity 2.
    This new case documents the root cause analysis (RCA) of the Severity 1 case that was just resolved.

  7. The new Severity 2 Incident, usually created by the primary support engineer who handled the Severity 1 Incident, is reviewed by both technical and management personnel on the support team. 

  8. Within five (5) days of the Severity 1 Incident closure (Step 5), you should receive the RCA Report, provided in the subsequent Severity 2 Incident.

Root Cause Analysis

Pega performs a Root Cause Analysis (RCA) after a Severity 1 incident is resolved.

If a Severity 1 incident occurs in your Pega environment, we work with you to resolve the issue and restore the services. After resolution of the incident, our team analyzes the issue and shares an RCA report with you. Pega may reach out to you for information to help complete the analysis, and your response time can impact the timeframe in which the RCA report is shared.

An RCA report will help you understand the reason for a service failure or degradation. The report includes remediation items and recommendations to help prevent a similar incident from recurring.

Pega's Problem Management strategy is designed to continuously improve the reliability of Pega environments. Understanding the root cause of major incidents will help you better understand your environment so can you design your application for optimal availability. 

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