Welcome to Your Pega Cloud Services Enter Customer

Welcome to Your Pega Cloud Services! Enter Customer Name. © 2018 Pegasystems Inc. CONFIDENTIAL

Welcome! • We are excited to have you with us, and look forward to sharing successes with you. • Thousands of customers use Pega Cloud Services daily to achieve their goals. • Pega Cloud Services are the best way to consume the Pega Platform and Strategic Applications AS A SERVICE

Pega Cloud Services Who better to run Pega, than Pega? Compliant: Pega Cloud Services is designed from the start for your enterprise with compliance attestations to meet and exceed your requirements: ISO 27001, SOC 2 Type 2, to name a few. As a Service: Scaled to meet your business needs, not one size fits all. Deploy Anywhere Globally: Deploy your Pega Services in one of our many global regions. Available: 99. 95% Production availability SLA, Industry leading RTO and RPOs. Secure: Your Pega Cloud Service is dedicated to you. Connect securely via private connectivity options HTTPS, VPN or Direct Connect. Be confident in the knowledge that your data is secure at all times. Updated: With your Pega Cloud Service subscription, you’ll always have access to the latest available version of Pega. Upgrades and updates are applied in-tune with the way you run your business. Supported: 24 x 365 Premium Global Customer Support from Pega. 3

Your Pega What you are entitled to • 1 Production Environment – Scaled to your business • 1 Large Sandbox – Pre-Production & Staging • 1 Standard Sandbox – Development & Testing • Deployment Manager • Agile Studio 4

Pega Cloud Service – Shared Responsibility Model Customer Responsibility 5

Secure and Private Architecture Cloud and Network Isolation with Production Auto-Scalability Internet Gateway • Standard and Large Sandboxes for Dev/Test to Pre-Production. • Fully scalable Production Environment sized to Business metrics (not limited by number of servers) Pega Apps Pega Infinity Application Servers • Network isolation between Dev/Test, Staging and Production environments Large Sandbox Production Environment Pega Apps Pega Infinity Application Servers Standard Sandbox Data services Dev/Test Subnet Staging Subnet Data services Production Subnet

Tools Included with your Subscription

Includes Tools and Services • Pega Agile Studio – Agile project management service using the industry best practice Scrum methodology • Pega Deployment Manager – Manage testing and deployment of your Pega Cloud Service applications. • Pega Predictive Diagnostic Cloud console (PDC) – Performance management service supporting teams to identify and correct application health issues before they impact the business. Available to Pega Cloud Subscription Customers on the latest service and Pega 7. 4+ 8

Pega Agile Studio • Agile project management tool that’s integrated with your Pega application and leverages the Scrum approach • Integrates with Designer Studio for traceability between your developer environment and your project management system • Focuses on three core pillars: – Plan future development and product needs via releases – Manage your teams, backlogs, and technical debt to make sure that you can deliver your releases effectively – Execute on the planned work by enabling your teams to complete their assigned work 9

Getting started with Agile Studio • Refer to the “Your Pega Cloud Environments are Ready !!” email for details of your AS login url and where to find access credentials. • Agile Studio on Pega Communities is your central source of information for getting started. • Arrange a session with Agile Studio experts to cover this topic in greater detail and get your questions answered. 10

Deployment Manager Make rapid delivery easy • Model-drive orchestration with 3 rd party tools integration support • One-click deployment let’s business users build, test, and deploy apps with no code • Assess the overall health and readiness of all your applications with PDC integration

Getting started with Deployment Manager • Refer to the “Your Pega Cloud Environments are Ready !!” email for details of your DM login url and where to find access credentials. • Deployment Manager on Pega Communities is your source of information for configuration, advice and best practices. • Arrange a session with Deployment Manager experts to cover this topic in greater detail and get your questions answered. 12

Predictive Diagnostic Cloud • Self service identification and correction for system health issues • Maintain a prioritised improvement Plan – Remediation work can be managed directly within PDC – Pega AI provides suggestions as to the actions to be taken – Work can be allocated directly to Dev teams leveraging Pega Case Management capabilities – Pega Pulse for Collaboration • Performance management for Pega Applications – Metrics for Browser and Service Performance – Comprehensive built in and Custom reporting capabilities – Event Viewer for alerts across your Pega environments Footer (Edit footer for all slides with View > Header & Footer) 13

Getting started with Predictive Diagnostic Cloud • Refer to the “Your Pega Cloud Environments are Ready !!” email for details of your PDC login url and where to find access credentials. • Predictive Diagnostic Cloud is your source of information for configuration, advice and best practices. • Arrange a session with PDC experts to cover this topic in greater detail and get your questions answered. 14

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Pega Global Client Support (GCS) • As part of a Pega Cloud Services subscription, you have premium 24 x 7 support. • Please refer to the GCS Client Support Handbook available here • You have access to a dedicated My Support Portal page to raise Cloud Service Requests and gain product support (for Pega Communities registered users only) • https: //msp. pega. com/ • For Severity 1 (Critical) issues, please phone support to raise your Service Request • Global Cloud Support Phone Numbers are here

Important My Support Portal (MSP) Roles Support Contact Administrator Add/Affiliate New Users Manage (Add/Remove) Role Restarts non-production environments Cloud Security Contact Cloud System Contact Product Support Contact Receives Important Alert messages from Pega, and Authorizes change requests on Pega Cloud Primary Contact for issues detected during environment monitoring and maintenance activities Create Cloud Service Request(s) 17

Cloud Change Management Process Application Pega Cloud is responsible for managing all changes to the Pega Cloud environment, which includes the underlying cloud infrastructure and Pega Platform. Changes to applications that are layered on top are the customer’s responsibility. For additional details, please refer to https: //community. pega. com/knowledgebase/arti cles/change-management-pega-cloud • Changes to your Application can be made via Designer Studio and do not need a Service Request (SR) Platform & Infrastructure • Create SR (Change Request) from My Support Portal • List out the changes required and attach a Cloud Security Contact Approval • For the Production Environment, Additional Change Advisory Board Approval is required. • Change Advisory Board meetings are held on Monday, Wednesday and Friday

Scheduled Maintenance Windows • The default maintenance window for your Pega Cloud Environment is between 2300 and 0500 on weekends or weekdays in your deployment time zone. • GCS will inform the Cloud System Contact by opening the SR five days prior to the work for routine maintenance • If you would like different maintenance windows, then you will need to notify us using the appropriate maintenance SR. 19

Best Practices • Pega Communities (https: //communities. pega. com) is a key resource for customer information • Pega Cloud has a dedicated area for documentation and support: www. pega. com/subscription • Make sure your application is Guardrail Compliant – Guardrail compliance ensures that performance and SLAs can be met. – See also https: //community. pega. com/knowledgebase/release-note/guardrails-compliancescore • Make sure of the predictive Diagnostic Cloud (PDC) – Pegasystems cannot be responsible for resolving problems or errors that reside within the customer’s application, on the customer’s on-premise systems, or that customer cannot reproduce under test conditions. PDC can help you to identify these before they become problems. • Use the Pega Cloud Logging Services (Kibana) – Logs provide a wealth of information about your environments’ performance. Pega Cloud’s logging services make these easy to access. 20

Thank you for your time – Next Steps • Enablement of My Support Portal (MSP) • Arrange sessions with Subject Matter Experts for PDC, AS and DM. • Follow up call 21

Appendix Availability, resiliency, and backup Availability and resiliency Data backup and recovery Disaster recovery Change management Application release management in Pega Platform Incident response and management Service-level agreement Pega Cloud Maintenance Data management services Database maintenance Landing pages for tuning and maintaining databases Editing administrator privileges for importing archives with schema changes BIX for Pega Cloud File Storage Monitoring Accessing server logs on Pega Cloud by using Kibana Monitoring the health of your Pega Cloud-delivered applications Pega Predictive Diagnostic Cloud Networking and integration Integration in your Pega Cloud environment Connecting to REST and SOAP services Configuring enterprise messaging by using JMS and IBM MQ Pega Cloud VPN service Pega Cloud networking Pega Web Mashup on Pega Cloud Configuring Amazon Web Services (AWS) Direct Connect in your Pega Cloud virtual private cloud Requesting a custom domain name for applications hosted on Pega Cloud Requesting a virtual private cloud (VPC) peering connection Security Data-at-rest encryption Security testing policy (Penetration Testing) Security standards Customer access to Pega Cloud environments Pega Cloud layered Distributed Denial of Service protection Pega Cloud Security Overview 22

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