Pegasystems experienced a major incident on October 20, 2025 affecting AWS: USA – Northern Virginia and AWS: USA – Northern Virginia 1 and 1 more component, lasting 13h 47m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 09:50 AM UTC
A disruption at AWS is impacting some cloud services globally. Our teams are actively monitoring the situation and working with AWS to ensure service restoration
- investigating Oct 20, 2025, 09:58 AM UTC
We are continuing to investigate this issue.
- monitoring Oct 20, 2025, 11:08 AM UTC
A disruption at AWS is impacting some cloud services globally. Our teams are actively monitoring the situation and working with AWS to ensure service restoration. This issue is causing systems on PDC to appear incorrectly as "Offline" and is impacting the availability of monitoring data. In the interim, Logs can be downloaded from MyPegaCloud.
- monitoring Oct 20, 2025, 12:33 PM UTC
The majority of services have recovered, though minor degradation may still occur as full restoration progresses.
- monitoring Oct 20, 2025, 01:49 PM UTC
The majority of services have recovered, full restoration is still ongoing, minor degradation to services may still occur.
- monitoring Oct 20, 2025, 03:12 PM UTC
PEGA continues to work closely with AWS following the earlier disruption affecting cloud services globally. Many impacted services have recovered, however, PEGA is also aware that Amazon is still reporting ongoing network issues. If you encounter any service disruptions or anomalies, please don’t hesitate to create a support ticket so we can investigate further. Thank you for your patience and understanding as we monitor the situation.
- monitoring Oct 20, 2025, 04:38 PM UTC
Due to the ongoing AWS outage, PEGA has temporarily disabled the restart feature (self service and PEGA assisted) as a precautionary measure to maintain service stability. PEGA will provide updates based on AWS updates. If you require assistance or need to initiate a restart, please contact our support team via the phone lines. PEGA continues to work closely with AWS following the ongoing disruption affecting cloud services globally and are actively monitoring the situation. If you experience any service disruptions or anomalies, please create a support ticket so we can investigate further. PEGA appreciates your patience and understanding as we work through this issue.
- investigating Oct 20, 2025, 04:40 PM UTC
Due to the ongoing AWS outage, PEGA has temporarily disabled the restart feature (self service and PEGA assisted) as a precautionary measure to maintain service stability. PEGA will provide updates based on AWS updates. If you require assistance or need to initiate a restart, please contact our support team via the phone lines. PEGA continues to work closely with AWS following the ongoing disruption affecting cloud services globally and are actively monitoring the situation. If you experience any service disruptions or anomalies, please create a support ticket so we can investigate further. PEGA appreciates your patience and understanding as we work through this issue.
- identified Oct 20, 2025, 07:25 PM UTC
PEGA is seeing an improvement in overall network performance and continues to monitor the restoration progress of AWS. Once all services have recovered PEGA has received confirmation from AWS that the restoration process is successful, the capabilities to restart environments will be reenabled.
- identified Oct 20, 2025, 09:02 PM UTC
PEGA continues to see progress in the recovery efforts and will provide an update once AWS has confirmed the event has been mitigated.
- monitoring Oct 20, 2025, 09:46 PM UTC
PEGA continues to see progress in the recovery efforts and will provide an update once AWS has confirmed the event has been fully mitigated.
- resolved Oct 20, 2025, 11:38 PM UTC
Summary of Event: Pega endured a service impacting event caused by issues with its service provider AWS. This event, while continuous in nature, had two distinct areas of impact on Pega Cloud, which we detail independently. The first timeline of the service impacting event occurred from 12:11 AM PDT to 3:35 AM PDT time, and the second event started at 06:42 AM PDT to 12:15 PM PDT. Pega worked diligently to mitigate as much direct client impact to core services as possible. However, during such a significant provider issue, there was an impact that could not be mitigated. The details of the issues that our clients may have experienced, features or capabilities impacted, and in what Pega Cloud Deployment Regions are described below: First Service Impacting Event: • Potential production runtime issues – those that could impact the ability to do work in production o Adding attachments from Infinity, such as within a case for clients deployed in the us-east-1 Deployment Region. o SFTP - pushing documents and cloud file storage synchronization for clients deployed in the us-east-1 Deployment Region. o Background processing degradation for clients deployed in the us-east-1 Deployment Region. o Search degradation for clients deployed us-east-1 Deployment Region. o Pega GenAI for clients using AWS Bedrock models for clients deployed in the us- east-1 Deployment Region. • Service delivery: The following were disabled due to the service impacting event they did not cause degradation or downtime. o New environment provisioning & upgrade tasks for existing systems that are orchestrated by Pega were failing and were subsequently put on hold. o Self-service system restarts initiated from My Pega Cloud. o Pega hibernation wake-up events. This would have resulted in some environments, such as those used for development, or other testing being unavailable for use. o PDC event monitoring across all US instances, excluding the EU instance which remained operational. Second service impacting event: • Service delivery: The following were disabled due to the service impacting event they did not cause degradation or downtime. o All Pega Cloud clients would not be able to initiate self-service environment restarts in My Pega Cloud. o My Pega Cloud, some self-service capabilities would’ve been unavailable like allow-list managed for clients deployed in us-east-1. • Potential production runtime issues – those that could impact the ability to do work in production o Clients could have experienced performance degradation if they exceeded the systems point in time capacity, due to Pega’s inability to auto-scale resources dynamically. This might’ve surfaced as slowness for users, OR for functionality like background processing. This impacted clients in us-east-1 Deployment Region o Clients would’ve experienced search degradation in the us-east-1Deployment Region. o In exceedingly rare scenarios (1 identified occurrence), because of Pega’s inability to automatically replace failed underlying systems with healthy one’s service availability could’ve been impacted. Pega takes all service impacting events seriously, irrespective of size or scope. We strive to ensure our communication is transparent and provides our clients with the details they need, both during and after an event, of which this summary is a critical part. Overall, the Pega Cloud service was highly effective in mitigating the impact our clients faced through a combination of architecture, powerful orchestration and our cloud operations personnel expertise. A formal RCA will be produced and distributed as soon as we have received and processed the RCA from AWS. The RCA will provide additional information on the event, and the steps we can take to even further mitigate any impact from future service impacting events.