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Severity Levels and Response Times

Updated on January 7, 2022

When Support Cases are submitted, clients must specify the appropriate severity level based on the circumstances necessitating the request. The severity level then drives the expected response times, both for Pega and the client who submitted the case.

Severity Levels

When submitting a Support Case, provide information about your technical problem and evaluate the severity ofthe issue based on the following factors:

  • Business impact or project exposure
  • Work outage
  • Number and type of users affected
  • Environment affected (development, test, staging, production)

Evaluate your Support Case according to the following severity level definitions:

Severity Level

Scenario

Severity 1

The production system is down or inaccessible. Severity 1 only applies to production systems.

Severity 2

The reported problem causes disruption of a major feature or function of the system that has significant impact on production but does not result in extended downtime. A Severity 2 problem can also severely impair development efforts. A Severity 2 problem prevents users from performing work or significant portions of their work, and it affects a large number of users.

Severity 3

This is the default severity level for submitted Support Cases.

The reported problem involves a feature or functional failure that results in the Pega product not workingas described in the documentation. A Severity 3 problem prevents or delays users from performing some tasks.

Severity 4

The reported problem is a presentation or product usability defect with little to no business impact. Severity 4 problems do not prevent users from performing tasks. Examples of Severity 4 problems include typographical errors and user interface element misalignment.

Response Times

Support Cases are handled according to the response times required by Pega and you, the client.

Support Response Times

The support response times specified in the following table are the general Service Level Agreements (SLAs).

Note: All Pega Cloud Services clients receive Premium support for Severity 1 issues.

 

Level

Support

Initial Response

Support Case Updates

 

 

 

 

Severity 1

Premium

24 hours, 7 days a week

Direct communication with the client within 15 minutes of the Support Case being submitted by the client by telephone

At a minimum, daily updates or mutually agreed upon frequency

Standard

5 days a week (Business Week)

Direct communication with the client within one business hour of the Support Case being submitted by the client

At a minimum, daily business day updates or mutually agreed upon frequency

 

 

Severity 2

5 days a week (Business Week)

Direct communication with the client within one business hour of the Support Case being submitted by the client

At a minimum, daily business day updates or mutually agreed upon frequency

 

Severity 3

5 days a week (Business Week)

Direct communication with the client within two business hours of the Support Case being submitted by the client

At a minimum, updates every five business days or mutually agreed upon frequency

 

Severity 4

5 days a week (Business Week)

Direct communication with the client within four business hours of the Support Case being submitted by the client

At a minimum, updates every five business days or mutually agreed upon frequency

Standard communication for non-Severity-1 Support Cases are via My Support Portal Pulse posts on the Support Case. If a client wishes additional people to be contacted about an issue in addition to the standard administrator contacts, telephone numbers must be provided for those contacts.

 

Client Response Times

The following table specifies the required client response times based on the Support Case severity:

Support Case Severity Level

Client Response Required

Otherwise This Action Is Taken

1

Within 1 to 4 business hours

Severity 1 Support Case is closed New Support Case is opened with Severity 2 classification

2

Within 5 to 8 business hours

Support Case downgraded to Severity 3

3

In 5 business days

Support Case is closed

4

In 5 business days

Support Case is closed

A Support Case will be closed if Pega does not receive any response from you after contacting you three (3) times over the course of five (5) business days by either telephone or email.

Your Support Case will be closed when it has been referred to Pega Consulting or another party outside of Pega.

Your Support Case will be downgraded or closed if you do not respond in a timely manner to the Pega support team member working your case.

 

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