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Support Case Handling

Suggest edit Updated on February 24, 2022

This article covers various aspects of Support Case handling.

Submitting Support Cases

If, after using the many different self-service capabilities offered by Pega, you are unable to resolve a problem, you should submit a Support Case. Only authorized account contacts should submit a Support Case and follow up on in-progress cases.

The severity level of the Support Case determines the channel by which it can be submitted as follows:

Severity Level

Submit Support Case By

Severity 1

Telephone

Severity 2, 3, and 4

My Support Portal

Telephone

Support Case Types

When you create a Support Case, you choose one of the following Support Case Types:

  • For an issue I’m having generates an Incident (INC-) support case type. 
  • For something I need lets you submit one of the following case types:
    • Cloud change (CC-)
    • Existing hotfix request (HF-)
    • Other (SR-)

For additional information on Support Case types which is not part of the Support@Pega contract documentation, see My Support Portal.

Important: No personally identifiable information other than the business contact information of the requestor should be included in a Support Case.

Hot Fixes and Local Changes

Support Cases are closed upon delivery of a solution through a local change, hotfix, patch, or plan for resolution in the next update release.

For additional information about hotfixes and Pega Infinity (Pega 8) platform patch releases which are not part of the Support@Pega contract documentation, refer to the articles in Keeping Current with Pega.

To find information on the latest platform patch releases for Pega 8 (and later releases), watch for announcements in the Pega Collaboration Center.

Escalation Request Process

If you have submitted a Support Case, but you are not satisfied with the support or advice provided, you may request escalation.

Escalation Criteria

Escalate a Support Case when you have one of the following concerns:

  • The progress of a Support Case
  • The fitness or the quality of the responses

Escalation Management

When a Support Case is escalated, a management-level support team member  takes appropriate action to resolve the problem and meet your business needs.

Submitting Escalation Requests

You may submit escalation requests either by asking the support team member working your case to escalate the Support Case or by contacting Pega by phone.

Remember to provide the following information when you escalate a Support Case:

  • Support Case number that you are requesting for escalation
  • Detailed reason for escalation
    • Business Impact (with dates)
    • Technical Impact

Problem Resolution

Pega will work to repair errors or problems with Pega software or Cloud Subscription Services, or both, as described in this Client Support Handbook. Problem Resolution includes the following types of solutions:

  • Support: Issues may be reported by your designated contacts via My Support Portal or by telephone. Pega will work with you to provide relief or a permanent solution, or both, to Support Cases
  • Access: Access to your systems is controlled at all times by you. Access may be provided to Pega on an as needed basis, as approved by you. You agree to allow Pega to use a software tool to view your desktop environment using a secure, encrypted connection to allow Pega real-time access to issues or ability to apply critical software repairs, or both. During any support session in which Pega has electronic access to your systems, it must include persistent connectivity with reasonable throughput and bandwidth available to perform all necessary functions. All changes by you to electronic access should be communicated to Pega in a timely manner.

Pega is not responsible for errors caused by third-party software or hardware, unauthorized modifications to Pega software, or failure to follow the operating procedures described in Pega documentation.

Reopening Support Cases

The Support Case Reopen feature allows you to reopen a Support Case that was resolved within the past 20 days. If the Support Case was resolved more than 20 days ago, you should submit a new Support Case.

You can reopen a Support Case directly from the My Support Portal. The following list describes the valid reasons to reopen a Support Case:

  • Local Change Issue - The local change provided for this problem has not completely solved the issue or has introduced a new issue.
  • Hot Fix Issue - The hot fix provided for the issue has not completely solved the issue or has introduced a new issue.
  • Explanation Issue - The explanation provided for the issue does not hold true in all scenarios.
  • Resource Availability - The technical resource assigned by the client to work with Pega was previously unavailable but is now sufficiently available to work with Pega to investigate the problem.
  • Reoccurrence of Problem - The problem stopped occurring before it was fully understood; however, it has since reoccurred.

In some cases, it is more appropriate to open a new Support Case, rather than reopen a previously resolved Support Case. For example, to report the same issue in a different environment or to ask a question about a previously resolved Support Case, create a new Support Case.

 

 

 

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