The Pega support policy and the Pega Cloud service terms matter to licence management because they set the dates by which a client must upgrade, the conditions under which a service credit is available, and the point at which a subscription’s data leaves Pega’s custody. They are public, unlike most of Pega’s commercial terms.
Editions
Standard and Extended Support
Pega releases new software versions every nine to twelve months and software patches more frequently, and expects clients to stay current.[1] The Standard Support period for each release is 18 months from general availability. During it Pega releases periodic patches, which are cumulative and backward compatible, and requires clients to plan to deploy quarterly patch updates.[1] Pega also requires clients to patch their minor release within one month of the general availability of each new patch release, and clients must be on the latest supported patch to apply security and emergency hotfixes.[1]
Software enters Extended Support when Standard Support ends. Extended Support lasts for another 18 months, for a total of 36 months.[1] Under Extended Support Pega may release a final patch at its discretion, clients continue to receive support but must update to the latest release to resolve non-production issues, and Pega may provide hotfixes for clients on the latest supported patch. Backporting and support for newer third-party versions end, the version is no longer available for download from the My Pega Software portal, and Pega no longer certifies vendor platforms against products and versions in Extended Support, including products acquired through mergers such as Chordiant, Antenna and OpenSpan.[1] After Extended Support ends, Pega is under no obligation to provide support.[1]
Release table
The public table shows these dates for Pega Platform versions on the retrieval date:
| Pega Platform version | GA date | End of Standard Support | End of Extended Support | Status in the table |
|---|---|---|---|---|
| ‘26 | July 2026 | January 31, 2028 | July 31, 2029 | In Standard support |
| ‘25 | September 2025 | March 31, 2027 | September 30, 2028 | In Standard support |
| ‘24.2 | October 2024 | April 30, 2026 | October 31, 2027 | In Extended support |
| ‘24.1 | April 2024 | September 30, 2025 | April 30, 2027 | In Extended support |
| ‘23 | September 2023 | February 28, 2025 | September 30, 2026 | Extended support ended |
| 8.8 | October 2022 | March 31, 2024 | October 31, 2025 | Extended support ended |
The table is from the Pega Extended Support Policy page.[1] A client still running Pega Platform ‘23 or 8.8 is therefore past the end of Extended Support according to Pega’s own page. For Pega Cloud for Government, the page keeps a separate schedule.[1]
Metrics
Support terms use time, not usage. The metrics that matter are the 18-month and 36-month periods and the one-month patching window.[1] For the service level agreement the metric is the Monthly Uptime Percentage of the Pega Cloud production Environment, where Scheduled Availability is the number of minutes in the subscription month in which the production Environment is scheduled to be available, Unavailability is the number of minutes it was not Available, and Available means the production Environment URL is responding to requests.[2]
Counting / floors
Service level agreement
Pega will use commercially reasonable efforts to make the Pega Cloud production Environment available with a Monthly Uptime Percentage of 99.95%. If the target is missed in a subscription month, the client is eligible for a credit equal to 10% of the Subscription fees for that month.[2] Pega applies credits against subscription fees due under the production schedule in future months.[2]
The conditions are tight. To receive a credit the client must submit a written request including the dates and times of each incident of unavailability within 30 days of the end of the subscription month, and Pega issues the credit within one billing cycle after the month in which the request is received if it confirms the miss.[2] The credit is the client’s sole and exclusive remedy, and unavailability that is the basis for a credit cannot be the basis for a future claim.[2]
The SLA lists exclusions, including unsupported integrations, use not in accordance with the documentation or the Acceptable Use Policy, exceeding the contractual entitlements under the applicable production schedule and connectivity issues outside Pega’s control. It also does not apply to temporary suspension of the subscription for a denial-of-service attack or other external event that Pega reasonably determines may create a risk.[2] The entitlement exclusion links licensing to service levels: a client that exceeds its contracted entitlements, for example storage or business metrics, may lose the SLA remedy for that period.
Virtualization & partitioning
The SLA is written for the production Environment, and the 99.95% target on the page is stated only for that environment.[2] The Extended Support Policy, by contrast, states that it applies to updates on any environment where Pega software is installed.[1] A client that keeps an older release in a development environment while production is upgraded still sits under the Extended Support rules for that environment.
Cloud / BYOL
End of subscription term
As the end of a Pega Cloud subscription approaches, clients can renew, bring their Pega applications in-house to a client-managed cloud environment, or let the subscription end.[3] On termination of the Subscription Services, and on the client’s request made within 15 days of the termination date, Pega returns the client’s data persisted to its Pega Cloud production Environment in Cloud Data Storage, in a common industry-standard format such as a database export, encrypted to customary standards.[3] After the return Pega deletes client data persisted to Pega Cloud, following a decommissioning procedure that the documentation describes as consistent with NIST 800-88.[3]
There are exceptions. Pega does not return data for Pega Workforce Intelligence, Pega Process Mining, Pega Co-Browse, Digital Messaging or Voice AI, and deletes persisted client data on termination.[3] The 15-day window is short, and a client planning a migration should put the request in the exit plan. The client data responsibilities also remind clients to manage storage within the contracted level and to notify Pega of data domiciling requirements.[4]
Programs
The programme rows are the support lifecycle, the SLA credit and the end-of-term data return. None carries a public price. The Cloud Subscription Documentation describes the SLA as a policy that governs the use of Pega Cloud production Environments under the terms of the client’s Pega Cloud Subscription Agreement.[2]
Out of scope
Support fees, severity response times, partner support and the terms of Pega’s software licence for client-managed installations are not covered by the public sources used here. The Support@Pega client handbook and the contract determine those.