Pega BPM Customer Service and Technical Support

MallikKesavaraju
Scaled Agile Consultant at Anthem Blue Cross Blue Shield
It's a complex piece of software. For that reason, we did find some issues and I was kind of instrumental in working with Pega on their global support model. We had weekly calls to review. They have a process to track issues that are unique. Sometimes it's handled by their support network, and sometimes the issue is taken up to be dealt with by working on the next version. For us, triage calls are made every week. View full review »
Finana445
Financial Analyst at a tech services company with 1-10 employees
The technical support is extremely good. By technical support, this refers to technical support that we as partners get from Pega. But the support comes in two parts. When we implement Pega, we take ownership of supporting our implementation on multiple levels. We talk to Pega one-on-one for service requests and we have no reason to complain. That being said there are still some issues here and there, but they are infrequent. View full review »
RutulMehta
Assistant Vice President at Barclays Bank
I have never contacted support. But we have one help ticket raised, so technically I do support the production. View full review »
Learn what your peers think about Pega BPM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
437,208 professionals have used our research since 2012.
reviewer1312008
Principal Business Analyst at a tech services company with 501-1,000 employees
Technical support is quite good if you don't have very special requests or defects. It depends mostly on your own code. But if it's on the general code that is provided by Pega, it's quite easy to set up a question to the Pega team and it's usually answered within a couple of hours, sometimes even faster. There's a lot of information that can be found in the Pega community which is quite helpful. View full review »
Oleksii Prokopovych
PRPC Developer at a tech services company with 1,001-5,000 employees
While Pega technical support is okay, it also depends on the issues you need help with and who your contact is with Pega. When you have a solution license, you don't get the support. You need to go to some other sites, ask questions and hope that somebody will answer them. Pega has a solution where they provide support if you have some issues. You can find a solution with a person who has some experience at Pega for support. We managed to resolve all of our issues and the overall experience was quite nice. View full review »
Giovanni Vanini
Director at PricewaterhouseCoopers
The technical support is okay. View full review »
reviewer1295598
Director (Delivery) at a tech services company with 501-1,000 employees
We've been in touch with technical support many times. They are quite good, overall. The only thing is sometimes responses get delayed because they need to go to the logs, they need to go through all the steps, what someone was trying to do, and what was not working. It's quite intensive. It takes time. Otherwise, it is simply good. Great. View full review »
reviewer1288662
Head of Department at a computer software company with 10,001+ employees
We've never been in touch with technical support, so I can't speak to how they are or what the process is. View full review »
AlokPillai
Functional Consultant at a financial services firm with 10,001+ employees
The technical support is quite good. They come back very soon, so we're happy with the support. View full review »
reviewer1365672
Senior Director Platform Management at a real estate/law firm with 10,001+ employees
The technical support is good. View full review »
Rakesh Chouhan
Solution Architect Grade I at a tech services company with 1,001-5,000 employees
We haven't reached out to technical support yet. We've been only using the solution for a short time. View full review »
reviewer1050882
System Architect at a tech vendor with 10,001+ employees
We haven't dealt with technical support very much. The solution has the usual community support, which is helpful. You can also raise the usual tickets if you're a partner and if you bought the licensing. They're quick to respond. View full review »
OmBajaj
Senior Associate Consultant at a computer software company with 10,001+ employees
We've never contacted technical support. View full review »
Learn what your peers think about Pega BPM. Get advice and tips from experienced pros sharing their opinions. Updated: April 2020.
437,208 professionals have used our research since 2012.