Technical Support



Companies that lack qualified in-house resources to support complex Pega solutions can always rely on our team of support specialists. PegaServices support professionals are ready to provide business critical fixes and improvements for your platform.


Technical Support

Companies that lack qualified in-house resources to support complex Pega solutions can always rely on our team of support specialists. PegaServices support professionals are ready to provide business critical fixes and improvements for your platform.
Users’ and Clients’ Satisfaction Level with Support Service

  • 72% had positive feedback
  • 67% willing to pay more for better service
  • 62% had negative feedback
  • 57% turn to competitors if they offer better service
*According to Destination CRM 2021
Value proposition
  • Technical support is an important part of every Pega project since it provides a timely control over tasks priority
  • A slow and unstable solution with frequent downtime and errors will never receive positive customer feedback
  • If critical data loss happens, it leads to reputational damage followed by heavy financial cost
  • Good technical support eliminates downtime and errors and makes sure that Pega solution is fast and stable
How We do IT
1
We identify the problem and provide a temporary workaround solution while working on several problem solution options.
2
If the defect is discovered, we resolve it within the allocated timeframe according to SLA. It could be an expected system behavior as well as a new requirement, and in that case we discuss it with business stakeholders in line with change management process.
3
We provide new support releases in accordance with the approved schedule to ensure that end users benefit from timely fixes.
4
We see greatest value in positive feedback regarding our support service and flawless system operation.
Incident Investigation Process
  • Incident registration
  • Incident triage
  • Additional information request
  • Preparation of a workaround solution
  • Incident analysis
  • Incident closing
  • Defect creation
  • Providing hotfix
  • Change request creation
  • Change management process
Why PegaServices
PegaServices specialists have 10+ years of experience in corporate business process transformation.
We develop smart solutions for the biggest companies and market leaders in Europe and Middle East.
We truly care about our client’s goals and priorities and do our best to solve issues on time and satisfy end users with fast and reliable Pega solution.
CONTACT US AND CREATE A CLEAR VISION FOR YOUR PROJECT