What changed in this filing

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Item 1A. Risk Factors

2021-02-17 compared with 2020-02-12 · 209 added, 118 removed, 208 unchanged (61% of the section changed)

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These changes reflect a significant shift from perpetual license sales in favor of providing our clients the right to access our software in a hosted environment or use downloaded software for a specified subscription period.

The potential shift of our clients’ preference to a cloud-based subscription model requires considerable investment of technical, financial, legal, managerial and sales resources, and a scalable organization.

Market acceptance of our subscription-based offering will depend on our ability to (1) continue to innovate and include new functionality and improve usability of our products in a manner that addresses our clients’ needs and requirements, and (2) optimally price our products in light of marketplace conditions, competition, our costs, and client demand.

The potential shift of our clients’ preference to a cloud-based subscription model requires a considerable investment of technical, financial, legal, managerial and sales resources, and a scalable organization.

Market acceptance of our subscription-based offering will depend on our ability to continue to:

• innovate and include new functionality and improve the usability of our products in a manner that addresses our clients’ needs and requirements;

• optimally price our products in light of marketplace conditions, competition, our costs, and client demand.

Our cloud-based subscription model also requires that we rely on third parties to host our products for our clients.

We incur significant recurring third-party hosting expenses to deliver our cloud offering that we do not incur for our perpetual and term license products.

These expenses may cause the gross margin we realize from our cloud sales to be lower than the gross margin we realize from our perpetual license software.

We incur significant recurring third-party hosting expenses to deliver our Pega Cloud offering that we do not incur for our perpetual and term license products.

These expenses may cause the gross margin we realize from our Pega Cloud sales to be lower than the gross margin we realize from our perpetual and term license products.

If we are unable to meet these challenges effectively, our operating results and financial condition could be materially adversely affected.

The transition to a subscription-based business model gives rise to a number of risks, including the following:

The transition to a subscription-based business model gives rise to several risks, including the following:

• our revenues and cash flows may fluctuate more than anticipated in the near term;

if the increased demand for our offerings does not continue, we could experience decreased profitability or losses and reduced or negative cash flow because of our continued significant investments in our cloud offering;

• if the increased demand for our offerings does not continue, we could experience decreased profitability or losses and reduced or negative cash flow because of our continued significant investments in our Pega Cloud offering;

• if new or current clients desire only perpetual licenses, our subscription sales may lag behind our expectations;

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• we may incur sales compensation costs at a higher than forecasted rate if the pace of our subscription transition is faster than anticipated.

The metrics our investors and we use to gauge the status of our business model transition may evolve over the course of the transition as significant trends emerge.

It may be difficult, therefore, to accurately determine the impact of this transition on our business on a contemporaneous basis, or to clearly communicate the appropriate metrics to our investors.

We may not be able to achieve the key elements of our strategy and grow our business as anticipated.

The metrics our investors and we use to monitor our business model transition may evolve over the course of the transition as significant trends emerge.

Therefore, it may be difficult to accurately determine the impact of this transition on our business on a contemporaneous basis or to clearly communicate the appropriate metrics to our investors.

We may not achieve the key elements of our strategy and grow our business as anticipated.

We currently intend to grow our business by pursuing strategic initiatives.

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We may not be able to achieve one or more of our key initiatives.

Our success depends on our ability to appropriately manage our expenses as we grow our organization, successfully execute our marketing and sales strategies, successfully incorporate acquired technologies into our unified Pega Platform and develop new products or product enhancements.

Our success depends on our ability to manage our expenses as we grow our organization appropriately, successfully execute our marketing and sales strategies, successfully incorporate acquired technologies into our unified Pega Platform and develop new products or product enhancements.

If we are not able to execute these actions, our business may not grow as we anticipate, and our operating results and financial condition could be materially adversely affected.

We depend on key personnel and must be able to attract and retain qualified personnel in the future.

Our business is dependent on key, highly skilled technical, managerial, consulting, sales, and marketing personnel, including our Chief Executive Officer, who is also our founder and majority stockholder.

We depend on key personnel, including our Chief Executive Officer, and must be able to attract and retain qualified personnel in the future.

On February 12, 2021, we entered into an agreement with our landlord to vacate our Cambridge, Massachusetts facility on October 1, 2021 and expect to enter into a new lease agreement for a facility within the greater Boston area.

Although we believe this relocation will help us attract and retain key personnel and provide a dynamic space to engage with our employees, competition for talent, delays in and costs associated with development and occupancy of the new facility and changes in commuting for our existing employees could impact our ability to realize the intended benefits of the move.

The loss of key personnel could be disruptive to our operations, and materially adversely affect financial performance.

We do not have any significant key-person life insurance on any officers or employees and do not plan to obtain any.

Our success will depend in large part on the ability to attract and retain qualified personnel and rapidly replace and develop new management.

Our success will largely depend on the ability to attract and retain qualified personnel and rapidly replace and develop new management.

The number of potential employees who have the extensive knowledge needed to develop, sell, and maintain our offerings is limited, and competition for their services is intense.

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If we are unable to do so, our business, operating results, and financial condition could be materially adversely affected.

The timing of our license and cloud revenue is difficult to predict accurately, which may cause our operating results to vary considerably.

A change in the size or volume of license and cloud arrangements, or a change in the mix between perpetual licenses, term licenses, and cloud arrangements can cause our revenues and cash flows to fluctuate materially between periods.

Should a client choose to enter into a cloud arrangement, revenue and cash flows are typically recognized and received over the service period of the cloud arrangement.

In contrast with a perpetual or term license, the revenue is typically recognized upfront when the license rights become effective .

Factors that may influence the predictability of our license and cloud revenue include:

The timing of our license and Pega Cloud revenue is difficult to predict accurately, which may cause our operating results to vary considerably.

A change in the size or volume of license and Pega Cloud arrangements, or a change in the mix between perpetual licenses, term licenses, and Pega Cloud arrangements can cause our revenues and cash flows to fluctuate materially between periods.

Revenue from Pega Cloud arrangements is typically recognized over the contract term.

In contrast, revenue from license sales is generally recognized upfront when the license rights become effective.

Pega Cloud and term license arrangements are generally billed and collected over the contract term while perpetual license arrangements are generally billed in full and collected upfront when the license rights become effective.

Factors that may influence the predictability of our license and Pega Cloud revenue include:

• changes in clients’ budgets and decision-making processes that could affect both the timing and size of transactions;

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• changes in our business model;

our ability to execute on our marketing and sales strategies.

• our ability to execute our marketing and sales strategies.

We budget for our selling and marketing, product development, and other expenses based upon anticipated future bookings and revenue.

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If our revenues and operating results do not meet the expectations of our investors or securities analysts or fall below guidance we may provide to the market, or due to other factors discussed elsewhere in this section, the price of our common stock may decline.

The number of license and cloud arrangements has been increasing, and we may not be able to sustain this growth unless our partners and we can provide sufficient high-quality consulting, training, and maintenance resources to enable our clients to realize significant business value from our software.

Our clients typically request consulting and training to assist them in implementing our license and cloud offerings.

The number of license and Pega Cloud arrangements has been increasing, and we may not be able to sustain this growth unless our partners and we can provide sufficient high-quality consulting, training, and maintenance resources to enable our clients to realize significant business value from our software.

Our clients typically request consulting and training to assist them in implementing our license and Pega Cloud offerings.

Our clients also typically purchase maintenance on our perpetual and term licenses.

As a result, an increase in the number of license and cloud arrangements is likely to increase demand for consulting, training, and maintenance related to our offerings.

Given that the number of our license and cloud arrangements has been increasing, we will need to provide our clients with more consulting, training, and maintenance to enable them to realize significant business value from our software.

As a result, an increase in the number of license and Pega Cloud arrangements is likely to increase demand for consulting, training, and maintenance related to our offerings.

Given that the number of our license and Pega Cloud arrangements has been growing, we will need to provide our clients with more consulting, training, and maintenance to enable them to realize significant business value from our software.

We have been increasing our partner and client enablement through training to create an expanded ecosystem of people that are skilled in the implementation of our products.

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Further, some of our client engagements have high public visibility.

If we or our partners encounter problems in helping these clients implement our license and cloud offerings or if there is negative publicity regarding these engagements (even if unrelated to our services or offerings) our reputation could be tarnished and our future financial performance could be negatively impacted.

Finally, the investments required to meet the increased demand for our consulting services could strain our ability to deliver our consulting engagements at desired levels of profitability, thereby impacting our overall profitability and financial results.

We may not be able to maintain our retention rate for cloud clients.

An increasing percentage of our revenue has been derived from our cloud offerings.

Our clients have no obligation to renew their cloud subscriptions, although historically most have elected to do so.

If our retention rate for those clients were to decrease, our business, operating results, and financial condition could be materially adversely affected.

We are investing heavily in sales and marketing, research and development, and support resources in anticipation of continued growth in license and cloud arrangements, and we may experience decreased profitability or losses and reduced or negative cash flow if we do not continue to increase the value of our license and cloud arrangements to balance our growth in expenses.

If our partners or we encounter problems in helping these clients implement our license and Pega Cloud offerings or if there is negative publicity regarding these engagements (even if unrelated to our services or offerings) our reputation could be harmed and our future financial performance could be negatively impacted.

Finally, the investments required to meet the increased demand for our consulting services could strain our ability to deliver our consulting engagements at desired profitability, thereby impacting our overall profitability and financial results.

We may not be able to maintain our retention rate for Pega Cloud clients.

An increasing percentage of our revenue has been derived from our Pega Cloud offerings.

Our clients have no obligation to renew their Pega Cloud subscriptions, although historically, most have elected to do so.

If our retention rate for those clients decreases our business, operating results, and financial condition could be materially adversely affected.

We are investing heavily in sales and marketing, research and development, and support resources in anticipation of continued growth in license and Pega Cloud arrangements, and we may experience decreased profitability or losses and reduced or negative cash flow if we do not continue to increase the value of our license and Pega Cloud arrangements to balance our growth in expenses.

We have been expanding our sales and marketing capacity to meet the increasing demand for our software and to broaden our market coverage by hiring additional sales and marketing personnel.

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We face risks from operations and clients based outside of the U.S.

We market our products and services to clients based outside of the U.S., which represent an average of 44% of our total revenue over the last three fiscal years.

We market our products and services to clients based outside of the U.S., which represent 43% of our revenue over the last three years.

We have established offices in the Americas, Europe, Asia, and Australia.

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• longer payment cycles and credit and collectability risk on our foreign trade receivables;

economic and political uncertainty around the world, such as the U.K.’s exit from the European Union (EU), commonly referred to as “Brexit”;

• difficulties in enforcing contractual and intellectual property rights;

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There can be no assurance that one or more of these factors will not have a material adverse effect on our international operations and, consequently, on our business, operating results, and financial condition.

We rely on certain third-party relationships.

We have a number of relationships with third parties that are significant to our sales, marketing, support, and product development efforts, including hosting facilities for our cloud offering.

We rely on third-party relationships.

We have a number of relationships with third parties that are significant to our sales, marketing, support, and product development efforts, including hosting facilities for our Pega Cloud offering.

We rely on software and hardware vendors, large system integrators, and technology consulting firms to supply marketing and sales opportunities for our direct sales force and to strengthen our products using industry-standard tools and utilities.

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All of these factors could materially impact our operating results, financial condition, and cash flows.

Our consulting revenue is significantly dependent upon our consulting personnel implementing new license and cloud arrangements .

We derive a substantial portion of our consulting revenue from implementations of new license and cloud arrangements managed by our consulting personnel and consulting for partner and client-led implementation efforts.

Our consulting revenue is significantly dependent upon our consulting personnel implementing new license and Pega Cloud arrangements.

We derive a substantial portion of our consulting revenue from implementations of new license and Pega Cloud arrangements managed by our consulting personnel and consulting for partner and client-led implementation efforts.

Our strategy is to support and encourage partner-led and client-led implementations to increase the breadth, capability, and depth of market capacity to deliver implementation services to our clients.

Accordingly, if our consulting personnel’s involvement in future implementations decreases, this could materially adversely affect our consulting revenue.

We frequently enter into a series of license or cloud arrangements that are each focused on a specific purpose or area of operations.

We frequently enter into a series of license or Pega Cloud arrangements that are each focused on a specific purpose or area of operations.

If we are not successful in obtaining follow-on business from these clients, our financial performance could be materially adversely affected.

Once a client has realized the value of our software, we work with the client to identify opportunities for follow-on sales.

However, we may not be successful in demonstrating this value for a number of reasons, including the performance of our products, the quality of the services and support provided by our partners and us, or external factors.

However, we may not be successful in demonstrating this value for several reasons, including the performance of our products, the quality of the services and support provided by our partners and us, or external factors.

Also, some of our smaller clients may have limited additional sales opportunities available.

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We may experience technical or other difficulties that will delay or prevent the successful development, introduction, or implementation of new or enhanced products.

We may also experience technical or other difficulties in the integration of acquired technologies into our existing platform and applications.

We may also experience technical or other challenges in the integration of acquired technologies into our existing platform and applications.

Inability to introduce or implement new or enhanced products in a timely manner could result in loss of market share if competitors are able to provide solutions to meet client needs before we do, give rise to unanticipated expenses related to further development or modification of acquired technologies, and materially adversely affect our financial performance.

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The market for our offerings is intensely and increasingly competitive, rapidly changing, and fragmented.

We compete in the CRM, including marketing, sales, and customer service, DPA, including BPM, case management, decision management, robotic automation, co-browsing, social engagement, and mobile application development platform software markets, as well as in markets for the vertical applications we provide (e.g., Pega KYC™ for Financial Services, Pega Underwriting™ for Insurance).

These markets are intensely competitive, rapidly changing, and highly fragmented, as current competitors expand their product offerings and new companies enter the market.

We encounter significant competition from other technology vendors, as well as clients’ internal information systems departments, that seek to modify their existing systems or develop their own proprietary systems, and professional service organizations that develop their own products or create custom software in conjunction with rendering consulting services.

Competition for market share and pressure to reduce prices and make sales concessions is likely to increase.

Many of our competitors, such as Salesforce.com, Microsoft Corporation, Oracle Corporation, SAP SE, and International Business Machines Corporation (“IBM”) , have far greater resources than we do and may be able to respond more quickly and efficiently to new or emerging technologies, programming languages, or standards, or changes in client requirements or preferences.

We encounter significant competition from:

• customer engagement vendors, including CRM application vendors;

• DPA vendors and platforms, including BPM vendors, low code application development platforms, and service-oriented architecture middleware vendors;

• case management vendors;

• decision management, data science, and AI vendors, as well as vendors of solutions that leverage decision making and data science in managing customer relationships and marketing;

• robotic automation and workforce intelligence software providers;

• companies that provide application-specific software for financial services, healthcare, insurance, and other specific markets;

• mobile application platform vendors;

• co-browsing software providers;

• social listening, text analytics, and natural language processing vendors;

• commercialized open-source vendors;

• professional service organizations that develop their own products or create custom software in conjunction with rendering consulting services;

• clients’ in-house information technology departments, which may seek to modify their existing systems or develop their own proprietary systems.

Many of our competitors, such as Salesforce.com, Microsoft Corporation, Oracle Corporation, SAP SE, ServiceNow, and International Business Machines Corporation (“IBM”), have far greater resources than we do and may be able to respond more quickly and efficiently to new or emerging technologies, programming languages or standards, or changes in client requirements or preferences.

Competitors may also be able to devote greater managerial and financial resources to develop, promote, and distribute products and to provide related consulting and training services.

We believe the principal competitive factors within our market include:

• product adaptability, scalability, functionality, and performance;

• proven success in delivering cost-savings and efficiency improvements;

• proven success in enabling improved customer interactions;

• ease-of-use for developers, business units, and end-users;

• timely development and introduction of new products and product enhancements;

• establishment of a significant base of reference clients;

• ability to integrate with other products and technologies;

• customer service and support;

• product price;

• vendor reputation;

• relationships with systems integrators.

Competition for market share and pressure to reduce prices and make sales concessions is likely to increase.

There can be no assurance that we will be able to compete successfully against current or future competitors or that the competitive pressures faced by us will not materially adversely affect our business, operating results, and financial condition.

See "Competition" in Item 1 of this Annual Report for additional information.

The continued uncertainties in the global economy may negatively impact our sales to, and the collection of receivables from, our clients.

Our sales to, and the collection of receivables from, our clients may be impacted by adverse changes in global economic conditions.

and other key international economies have experienced cyclical downturns from time to time, during which economic activity has been impacted by falling demand for goods and services, restricted credit, poor liquidity, reduced corporate profitability, volatility in credit, equity, and foreign exchange markets, bankruptcies, and economic uncertainty.

These changes in global economic conditions could impact the ability and willingness of our clients to make investments in technology, which in turn may delay or reduce the purchases of our software and services.

These factors could also impact the ability and willingness of these clients to pay their trade obligations and honor their contractual commitments.

These clients may also become subject to increasingly restrictive regulatory requirements, which could limit or delay their ability to proceed with technology purchases and may result in longer sales cycles, increased price competition, and reductions in sales of our products and services.

The financial uncertainties facing many of our clients and the industries in which they operate could negatively impact our business, operating results, and financial condition.

Our Chief Executive Officer is our largest stockholder and can exert significant influence over matters submitted to our stockholders, which could materially adversely affect our other stockholders.

As of December 31, 2020, our Chief Executive Officer beneficially owned 49% of our outstanding common stock.

As a result, he has the ability to exert significant influence over all matters submitted to our stockholders for approval, including the election and removal of directors and any merger, consolidation, or sale of our assets.

This concentration of ownership may delay or prevent a change in control, impede a merger, consolidation, takeover, or other business combination involving us, discourage a potential acquirer from making a tender offer or otherwise attempting to obtain control of us, or result in actions that may be opposed by other stockholders.

Risks Related to Information Technology Resilience and Security

We face risks related to outages, data losses, and disruptions of our online services if we fail to maintain an adequate operations infrastructure.

The increasing user traffic for our cloud offering demands more computing power.

The increasing user traffic for our Pega Cloud offering demands more computing power.

It requires that we maintain an internet connectivity infrastructure that is robust and reliable within competitive and regulatory constraints that continue to evolve.

Inefficiencies or operational failures, including temporary or permanent loss of client data, power outages, or telecommunications infrastructure outages, by us or our third-party service providers could diminish the quality of our user experience resulting in contractual liability,

claims by clients and other third parties, damage to our reputation, loss of current and potential clients, and harm to our operating results and financial condition.

Inefficiencies or operational failures, including temporary or permanent loss of client data, power outages, or telecommunications infrastructure outages, by our third-party service providers or us, could diminish the quality of our user experience resulting in contractual liability, claims by clients and other third parties, damage to our reputation, loss of current and potential clients, and negatively impact our operating results and financial condition.

Security of our systems and global client data is a growing challenge on many fronts.

Cyber-attacks and security breaches may expose us to significant legal and financial liabilities.

Our cloud offering provides environments that are provisioned, monitored, and maintained for individual clients to create and deploy Pega-based applications using an Internet-based infrastructure.

These services involve the storage and transmission of clients’ data and other confidential information.

Security breaches could expose our clients and us to a risk of loss or misuse of this information.

Any security breach could result in a loss of confidence in the security of our services, damage our reputation, disrupt our business, lead to legal liability, and negatively impact our future sales.

High-profile security breaches at other companies have increased in recent years, and security industry experts and government officials have warned about the risks of hackers and cyber-attackers targeting information technology products and businesses.

High-profile security breaches at other companies have increased in recent years.

Security industry experts and government officials have warned about the risks of hackers and cyber-attackers targeting information technology products and businesses.

Threats to IT security can take a variety of forms.

Individual hackers, groups of hackers, and sophisticated organizations including state-sponsored organizations, or nation-states themselves, may take steps that pose threats to our clients and IT structure.

Individual hackers, groups of hackers, and sophisticated organizations, including state-sponsored organizations, or nation-states themselves, may take steps that threaten our clients and IT structure.

Additionally, our Pega Cloud offering provides environments that are provisioned, monitored, and maintained for individual clients to create and deploy Pega-based applications using an Internet-based infrastructure.

These services involve the storage and transmission of clients’ data and other confidential information.

Our security measures and those of our clients may be breached because of third-party actions or that of employees, consultants, or others, including intentional misconduct by computer hackers, system error, human error, technical flaws in our products, or otherwise.

The techniques used to obtain unauthorized access or to sabotage systems change frequently and generally are not recognized until launched against a target.

While we have invested in the protection of our data and systems and our clients’ data to reduce these risks, there can be no assurance that our efforts will prevent breaches.

Because we do not control the configuration of Pega applications by our clients, the transmissions between our clients and our third-party technology providers, the processing of data on the servers at third-party technology providers, or the internal controls maintained by our clients and third-party technology providers that could prevent unauthorized access or provide appropriate data encryption, we cannot fully ensure the complete integrity or security of such transmissions processing or controls.

In addition, privacy, security, and data transmission concerns in some parts of the world may inhibit demand for our Pega Cloud offering or lead to requirements to provide our products or services in configurations that may increase the cost of serving such markets.

The techniques used to obtain unauthorized access or sabotage systems change frequently and are generally not recognized until launched against a target.

While we have invested in protecting our data and systems and our clients’ data to reduce these risks, there can be no assurance that our efforts will prevent breaches.

We carry data breach insurance coverage to mitigate the financial impact of a breach, though this may prove insufficient in the event of a breach.

Our cloud offering involves the hosting of clients’ applications on the servers of third-party technology providers.

Our Pega Cloud offering involves the hosting of clients’ applications on the servers of third-party technology providers.

We also rely on third-party systems and technology, including encryption, virtualized infrastructure, and support, and we employ a shared security model with our clients and our third-party technology providers.

In addition, privacy, security, and data transmission concerns in some parts of the world may inhibit demand for our cloud offering or lead to requirements to provide our products or services in configurations that may increase the cost of serving such markets.

To defend against security threats, we need to continuously engineer products and services with enhanced security and reliability features, improve the deployment of software updates to address security vulnerabilities, apply technologies that mitigate the risk of attacks, and maintain a digital security infrastructure that protects the integrity of our network, products, and services.

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We may experience significant errors or security flaws in our products and services and could face privacy, product liability, and warranty claims as a result.

Despite quality testing prior to its release, our software frequently contains errors or security flaws, especially when first introduced or when new versions are released.

Errors in our software could affect its ability to work with hardware or other software or could delay the development or release of new products or new versions of our software.

Despite quality testing each release, our software frequently contains errors or security flaws, especially when first introduced or when new versions are released.

Errors in our software could affect its ability to work with hardware or other software or delay the development or release of new products or new versions of our software.

Additionally, the detection and correction of any security flaws can be time-consuming and costly.

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Although we have not experienced any material product liability claims to date, a product liability suit or action claiming a breach of warranty, whether meritorious, could result in substantial costs and a diversion of management’s attention and our resources.

Any failure to meet our debt obligations o r a disruption in our cash flows could have an adverse effect on our financial condition, results of operations, or cost of borrowing .

Our ability to fulfill our financial obligations, including the repayment of any amounts we borrow, will depend on market conditions, our future performance, and our ability to fund working capital, capital expenditures, acquisitions, and other general corporate requirements, which are subject to economic, financial, competitive, and other factors beyond our control.

If we are not profitable in the future, or if we use more cash than we generate in the future, our level of indebtedness at such time could materially adversely affect our operations by increasing our vulnerability to adverse changes in general economic and industry conditions and by limiting

or prohibiting our ability to obtain additional financing for additional capital expenditures, acquisitions, and general corporate and other purposes.

If we incur significantly more debt, this could intensify the risks described above.

Risks Related to Our Financial Obligations and Indebtedness

We have a significant amount of debt that may decrease our business flexibility, access to capital, and/or increase our borrowing costs, and we may still incur additional debt in the future, which may adversely affect our operations and financial results.

As of December 31, 2020, we had $600 million aggregate principal amount of indebtedness under our Convertible Senior Notes due 2025 (the “Notes”).

Our indebtedness may:

• limit our ability to borrow additional funds for working capital, capital expenditures, acquisitions, or other business purposes;

• limit our ability to use our cash flow or obtain additional financing for future working capital, capital expenditures, acquisitions, or other general business purposes;

• require us to use a substantial portion of our cash flow from operations to make debt service payments;

• limit our flexibility to plan for, or react to, changes in our business and industry;

• place us at a competitive disadvantage compared to our less leveraged competitors;

• dilute the interests of our existing stockholders as a result of issuing shares of our common stock upon the conversion of the Notes;

• increase our vulnerability to the impact of adverse economic and industry conditions.

Our ability to pay our debt when due or refinance our indebtedness, including the Notes, depends on our future performance, which is subject to economic, financial, competitive, and other factors beyond our control.

Our business may not generate cash flow from operations in the future sufficient to service our debt and make necessary investments in our business.

Our ability to refinance our indebtedness will depend on the capital markets and our financial condition at such time.

We may not be able to engage in any of these activities or engage in these activities on desirable terms, which could result in a default on our debt obligations which could, in turn, result in that and our other indebtedness becoming immediately payable in full which could harm our financial condition, results of operation or cost of borrowing.

In addition, we may incur additional debt to meet future financing needs.

If we incur additional indebtedness, the risks related to our business and our ability to service or repay our indebtedness will increase.

The conditional conversion feature of the Notes, if triggered, may adversely affect our financial condition and operating results.

Under certain circumstances, the noteholders may convert their Notes at their option prior to the scheduled maturities.

Upon conversion of the Notes, unless we elect to deliver solely shares of our common stock to settle such conversion, we will be obligated to make cash payments.

In addition, holders of our Notes will have the right to require us to repurchase their Notes upon the occurrence of a fundamental change (as defined in the indenture, dated as of February 24, 2020, between U.S.

Bank National Association, as trustee (the “Trustee”) and us (the “Indenture”)), at a repurchase price equal to 100% of the principal amount of the Notes to be repurchased, plus accrued and unpaid interest, if any, to, but not including, the fundamental change repurchase date.

Although it is our intention and we currently expect to settle the conversion value of the Notes in cash up to the principal amount and any excess in shares, there is a risk that we may not have enough available cash or be able to obtain financing at the time we are required to make repurchases of Notes surrendered therefor or Notes being converted.

In addition, our ability to make payments may be limited by law, by regulatory authority, or by agreements governing our future indebtedness.

Our failure to repurchase Notes when the Indenture requires the repurchase or to pay any cash payable on the Notes’ future conversions as required by the Indenture would constitute a default under the Indenture.

A default under the Indenture or the fundamental change itself could also lead to a default under agreements governing our future indebtedness.

If the repayment of the related indebtedness were to be accelerated after any applicable notice or grace periods, we may not have sufficient funds to repay the indebtedness and repurchase the Notes or make cash payments upon conversions thereof.

In addition, even if holders of Notes do not elect to convert their Notes, we could be required under applicable accounting rules to reclassify all or a portion of the outstanding principal of the Notes as a current rather than long-term liability, which would result in a material reduction of our net working capital.

The Capped Call Transactions may affect the value of the Notes and our common stock.

In connection with the Notes’ issuance, we entered into Capped Call Transactions with certain financial institutions (“option counterparties”).

The Capped Call Transactions are generally expected to reduce the potential dilution to our common stock upon any conversion of the Notes and/or offset any cash payments we are required to make in excess of the principal amount of converted Notes, as the case may be, with such reduction and/or offset subject to a cap.

From time to time, the option counterparties that are parties to the Capped Call Transactions or their respective affiliates may modify their hedge positions by entering into or unwinding various derivative transactions with respect to our common stock and/or purchasing or selling our common stock or other securities of ours in secondary market transactions before the maturity of the Notes.

This activity could cause a decrease in the market price of our common stock.

We are exposed to counterparty risk for the Capped Call Transactions.

The option counterparties are financial institutions, and we are subject to the risk that one or more of the option counterparties may default or otherwise fail to perform, or may exercise certain rights to terminate, their obligations under the Capped Call Transactions.

Our exposure to the credit risk of the option counterparties is not secured by any collateral.

Recent global economic conditions have resulted in the actual or perceived failure or financial difficulties of many financial institutions.

If an option counterparty becomes subject to insolvency proceedings, we will become an unsecured creditor in those proceedings with a claim equal to our exposure at the time under such transaction.

Our exposure depends on many factors, but our exposure will generally increase if the market price or the volatility of our common stock increases.

In addition, upon default or other failures to perform, or termination of obligations, by an option counterparty, we may suffer more dilution than we currently anticipate with respect to our common stock.

We can provide no assurances as to the financial stability or viability of the option counterparties.

Provisions in the Notes’ Indenture may deter or prevent a business combination that may be favorable to our stockholders.

If a fundamental change occurs prior to the Notes’ maturity date, holders of the Notes will have the right, at their option, to require us to repurchase all or a portion of their Notes.

In addition, if a “make-whole fundamental change” (as defined in the Indenture) occurs prior to the maturity date, we will in some cases be required to increase the conversion rate of the Notes for a holder that elects to convert its Notes in connection with such make-whole fundamental change.

Furthermore, the Indenture will prohibit us from engaging in certain mergers or acquisitions unless, among other things, the surviving entity assumes our obligations under the Notes.

These and other provisions in the Indenture could deter or prevent a third party from acquiring us even when the acquisition may be favorable to our stockholders.

Conversion of the Notes may dilute the ownership interest of existing stockholders.

The conversion of some or all of the Notes will dilute the ownership interests of existing stockholders to the extent we deliver shares of our common stock upon conversion of any of the Notes.

Any sales in the public market of the common stock issuable upon such conversion could adversely affect our common stock’s prevailing market prices.

In addition, the existence of the Notes may encourage short selling by market participants because the conversion of the Notes could be used to satisfy short positions, or anticipated conversion of the Notes into shares of our common stock could depress the price of our common stock.

We are required to comply with certain financial and operating covenants under our revolving credit facility.

Any failure to comply with these covenants could cause amounts borrowed to become immediately due and payable and/or prevent us from borrowing under the credit facility.

We are required to comply with specified financial and operating covenants under our credit facility and to make payments, which limit our ability to operate our business as we otherwise might.

Failure to comply with these covenants could cause amounts borrowed to become immediately due and payable and/or prevent us from borrowing under the credit facility.

We must comply with specified financial and operating covenants under our credit facility and to make payments, limiting our ability to operate our business as we otherwise might.

Our failure to comply with any of these covenants or to meet any debt payment obligations could result in an event of default which, if not cured or waived, would result in any amounts outstanding, including any accrued interest and/or unpaid fees, becoming immediately due and payable.

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In addition, if we are not in compliance with the financial and operating covenants under the credit facility at the time we wish to borrow funds, we will be unable to borrow funds.

The financial and operating covenants under the credit facility also may limit our ability to borrow funds or capital, including for strategic acquisitions, share repurchases, and other general corporate purposes.

The financial and operating covenants under the credit facility may limit our ability to borrow funds or capital, including for strategic acquisitions, share repurchases, and other general corporate purposes.

Risks Related to Government Regulation and Intellectual Property

Our success depends in part on maintaining and increasing our sales to customers in the public sector.

We derive a portion of our revenues from contracts with federal, state, local, and foreign governments and agencies, and we believe that the success and growth of our business will continue to depend on our successful procurement of government contracts.

Our success depends in part on maintaining and increasing our sales to clients in the public sector.

We derive a portion of our revenues from contracts with federal, state, local, and foreign governments and agencies.

We believe that our business’s success and growth will continue to depend on our successful procurement of government contracts.

Selling to government entities can be highly competitive, expensive, and time-consuming, often requiring significant upfront time and expense without any assurance that our efforts will produce any sales.

Factors that could impede our ability to maintain or increase the amount of revenues derived from government contracts include:

Factors that could impede our ability to maintain or increase the revenue derived from government contracts include:

• changes in fiscal or contracting policies;

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• delays in the payment of our invoices by government payment offices.

The occurrence of any of the foregoing could cause governments and governmental agencies to delay or refrain from purchasing our software in the future or otherwise have an adverse effect on our business, results of operations, financial condition, and cash flows.

Further, to increase our sales to customers in the public sector, we must comply with laws and regulations relating to the formation, administration, performance, and pricing of contracts with the public sector, including U.S.

federal, state and local governmental bodies, which affect how we and our channel partners do business in connection with governmental agencies.

These laws and regulations may impose added costs on our business, and failure to comply with these laws and regulations or other applicable requirements, including non-compliance in the past, could lead to claims for damages from our channel partners or government customers, penalties, termination of contracts, loss of intellectual property rights and temporary suspension or permanent debarment from government contracting.

The occurrence of any of those factors could cause governments and governmental agencies to delay or refrain from purchasing our software in the future or otherwise harm our business, results of operations, financial condition, and cash flows.

Further, to increase our sales to clients in the public sector, we must comply with laws and regulations relating to the formation, administration, performance, and pricing of contracts with the public sector, including U.S.

federal, state, and local governmental bodies, which affect how our channel partners and we do business in connection with governmental agencies.

These laws and regulations may impose added costs on our business, and failure to comply with these laws and regulations or other applicable requirements, including non-compliance in the past, could lead to claims for damages from our channel partners or government clients, penalties, termination of contracts, loss of intellectual property rights and temporary suspension or permanent debarment from government contracting.

Any such damages, penalties, disruptions, or limitations in our ability to do business with the public sector could have a material adverse effect on our business, results of operations, financial condition, and cash flows.

The U.K.’s withdrawal from the EU (commonly referred to as “Brexit”) on January 31, 2020 could have a material impact on our business, including our relationships with existing and future clients, suppliers, and employees, which could have an adverse effect on our financial results and operations.

The final terms of the U.K.’s relationship with the EU are not currently known.

We have material operations in the U.K.

The ultimate effects, or perceived effects, of the U.K.’s decision could potentially disrupt the markets we serve and the tax jurisdictions in which we operate.

In addition, Brexit could lead to legal uncertainty as the U.K.

determines which EU laws to replace or replicate.

We are subject to increasingly complex U.S.

and foreign laws and regulations, requiring costly compliance measures, and any failure to comply with these laws and regulations could subject us to, among other things, penalties and legal expenses that could harm our reputation or have a material adverse effect on our business, financial condition, and results of operations.

and foreign laws and regulations, requiring costly compliance measures.

Any failure to comply with these laws and regulations could subject us to, among other things, penalties and legal expenses that could harm our reputation or have a material adverse effect on our business, financial condition, and results of operations.

We are subject to extensive federal, state, and foreign laws and regulations, including but not limited to the U.S.

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Bribery Act, data privacy and security laws, and similar laws and regulations.

The Foreign Corrupt Practices Act, the U.K.

Bribery Act, and similar foreign anti-bribery laws generally prohibit companies and their intermediaries from making

improper payments to obtain or retain business.

Foreign Corrupt Practices Act, the U.K.

Bribery Act, and similar foreign anti-bribery laws generally prohibit companies and their intermediaries from making improper payments to obtain or retain business.

Similar laws and regulations exist in many other countries throughout the world in which we do or intend to do business.

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It became effective in May 2018.

The GDPR extends the scope of European privacy laws to any entity which controls or processes personal data of EU residents in connection with the offer of goods or services or the monitoring of behavior and imposes new compliance obligations concerning the handling of personal data.

Complying with the GDPR and other emerging and changing requirements caused us to incur additional costs in fiscal year 2019 and may cause us to incur substantial additional costs or require us to change our business practices.

The GDPR extends the scope of European privacy laws to any entity that controls or processes EU residents' personal data in connection with the offer of goods or services or the monitoring of behavior and imposes new compliance obligations concerning the handling of personal data.

Complying with the GDPR and other emerging and changing requirements caused us to incur additional costs in 2020 and may cause us to incur substantial additional costs or require us to change our business practices.

Compliance also depends on how regulators choose to interpret and apply the new requirements.

Moreover, non-compliance, or if regulators assert we have not complied, with GDPR could result in significant monetary penalties of up to the higher of 20 million Euro or 4% of annual worldwide revenue, private lawsuits, and damage to our reputation, which could have a material adverse effect on our business, financial condition, and results of operation.

In June 2018, California enacted the California Consumer Privacy Act (“CCPA”), which creates new individual privacy rights for California consumers (as defined in the law) and places increased privacy and security obligations on entities handling certain personal data of consumers or households.

The California Consumer Privacy Act (“CCPA”), which creates new individual privacy rights for California consumers (as defined in the law) and places increased privacy and security obligations on entities handling certain personal data of consumers or households, went into effect on January 1, 2020, and the California Attorney General may now bring enforcement actions for violations.

The CCPA requires, among other things, covered companies to provide new disclosure to consumers about such companies’ data collection, use and sharing practices, provide such consumers new ways to opt-out of certain sales or transfers of personal information, and provide consumers with additional causes of action.

The CCPA went into effect on January 1, 2020, and the California Attorney General may bring enforcement actions for violations beginning July 1, 2020.

The CCPA was amended on September 23, 2018, and it remains unclear what, if any, further modifications will be made to this legislation or how it will be interpreted.

The CCPA may increase our compliance costs and potential liability.

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We cannot guarantee, however, that we, our employees, our consultants, our partners, or our contractors are or will be compliant with all federal, state, and foreign regulations, particularly as we expand our operations outside of the U.S.

If we or our representatives fail to comply with any of these laws or regulations, a range of fines, penalties, and/or other sanctions could be imposed on us, which could have a material adverse effect on our business, financial condition, and results of operations.

Even if we are determined not to have violated these laws, government inquiries into these issues typically require the expenditure of significant resources and generate negative publicity, which could also have an adverse effect on our business.

If our representatives or we fail to comply with any of these laws or regulations, a range of fines, penalties, and/or other sanctions could be imposed on us, which could have a material adverse effect on our business, financial condition, and results of operations.

In addition, regulation of data privacy and security laws is increasing worldwide, including various restrictions on cross-border access or transfer of data, including personal data of our employees, our clients, and customers of our clients.

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and foreign jurisdictions.

Our determination of our tax liability is always subject to audit and review by applicable domestic and foreign tax authorities, and we are currently undergoing a number of inquiries , audits, and reviews by taxing authorities throughout the world.

The determination of our tax liability is always subject to audit and review by applicable domestic and foreign tax authorities, and we are currently undergoing several inquiries, audits, and reviews by taxing authorities throughout the world.

Any adverse outcome of any such audit or review could harm our business, and the ultimate tax outcome may differ from the amounts recorded in our financial statements and may materially affect our financial results in the period or periods for which such determination is made.

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In light of continuing fiscal challenges in many jurisdictions, various levels of government are increasingly focused on tax reform and other legislative action to increase tax revenue, including corporate income taxes.

A number of U.S.

states have attempted to increase corporate tax revenues by taking an expansive view of corporate presence to attempt to impose corporate income taxes and other direct business taxes on companies that have no physical presence in their state, and taxing authorities in foreign jurisdictions may take similar actions.

states are also altering their apportionment formulas to increase the amount of taxable income or loss attributable to their state from certain out-of-state businesses.

Similarly, in Europe, and elsewhere in the world, there are various tax reform efforts underway designed to ensure that corporate entities are taxed on a larger percentage of their earnings.

Similarly, in Europe and elsewhere globally, there are various tax reform efforts underway designed to ensure that corporate entities are taxed on a larger percentage of their earnings.

If it becomes necessary or desirable to repatriate any of our foreign cash balances to the United States, we may be subject to increased taxes, other restrictions, and limitations.

As of December 31, 2019 , approximately $44.9 million of our cash and cash equivalents was held in our foreign subsidiaries.

As of December 31, 2020, $66.0 million of our cash and cash equivalents were held in our foreign subsidiaries.

If it becomes necessary or desirable to repatriate these funds, we may be required to pay U.S.

federal, state, and local income and foreign withholding taxes upon repatriation.

We consider the earnings of our foreign subsidiaries to be permanently reinvested and, as a result, U.S.

We consider the earnings of our foreign subsidiaries to be permanently reinvested.

As a result, U.S.

federal, state, and local, and foreign withholding taxes on such earnings have not been provided in our financial statements.

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Other companies or individuals have obtained proprietary rights covering a variety of designs, processes, and systems.

There can be no assurance that third parties, including clients, will not claim infringement by us with respect to current or future products.

There can be no assurance that third parties, including clients, will not claim infringement by us for current or future products.

Although we attempt to limit the amount and type of our contractual liability for infringement of the proprietary rights of third parties and assert ownership of work product and intellectual property rights as appropriate, there are often exceptions, and limitations may not be applicable and enforceable in all cases.

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Even if a license were available, we could be required to pay significant royalties, which would increase our operating expenses.

As a result, we may be required to develop alternative non-infringing technology, which could require significant effort and expense.

As a result, we may be required to develop alternative non-infringing technology, which could require substantial effort and cost.

If we cannot license or develop technology for any infringing aspect of our business, we would be forced to limit or stop sales of our software and may be unable to compete effectively, which could have a material adverse effect upon our business, operating results, and financial condition.

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Companies in the software and technology industries, including some of our current and potential competitors, own large numbers of patents, copyrights, trademarks, and trade secrets and frequently enter into litigation based on allegations of infringement or other violations of intellectual property rights.

In addition, many of these companies have the capability to dedicate substantially greater resources to enforce their intellectual property rights and to defend claims that may be brought against them.

In addition, many of these companies can dedicate substantially greater resources to enforce their intellectual property rights and to defend claims that may be brought against them.

The litigation may involve patent holding companies or other adverse patent owners that have no relevant product revenues and against which our patents may, therefore, provide little or no deterrence.

We have received, and may in the future receive, notices that claim we have misappropriated, misused, or infringed other parties' intellectual property rights, and, to the extent we gain greater market visibility, we face a higher risk of being the subject of intellectual property infringement claims.

Risks Related to Ownership of our Common Stock

Our Chief Executive Officer is our majority shareholder and can exert significant influence over matters submitted to our shareholders, which could materially adversely affect our other shareholders.

As of December 31, 2019 , our Chief Executive Officer beneficially owned approximately 50% of our outstanding shares of common stock.

As a result, he has the ability to exert significant influence over all matters submitted to our shareholders for approval, including the election and removal of directors and any merger, consolidation, or sale of our assets.

This concentration of ownership may delay or prevent a change in control, impede a merger, consolidation, takeover, or other business combination involving us, discourage a

potential acquirer from making a tender offer or otherwise attempting to obtain control of us, or result in actions that may be opposed by other shareholders.

Coronavirus (“COVID-19”)

Epidemic diseases, such as the recent global COVID-19 outbreak, could harm our business and results of operations.

The recent outbreak of a novel coronavirus disease (“COVID-19”), which has been declared by the World Health Organization to be a pandemic, has spread across the globe and is impacting worldwide economic activity.

A pandemic, including COVID-19, or other public health epidemics pose the risk that our employees, partners, and clients may be prevented from conducting business activities at full capacity for an indefinite period, including due to the spread of the disease within these groups or due to the shutdowns that are requested or mandated by governmental authorities.

Moreover, these conditions can affect the rate of IT spending and may adversely affect our clients’ willingness to purchase our solutions, delay prospective clients’ purchasing decisions, reduce the value or duration of their contracts, request concessions including extended payment terms or better pricing, or affect attrition rates, all of which could adversely affect our future sales and operating results.

The global spread of COVID-19 has created significant volatility, uncertainty, and economic disruption.

We have undertaken measures to protect our employees, partners, and clients, including by adopting a virtual-only meeting format for our annual PegaWorld conference and encouraging employees to work remotely.

There can be no assurance that these measures will be sufficient, however, or that we can implement them without adversely affecting our business operations.

We continue to monitor the situation and adjust our policies as more information and public health guidance become available.

Precautionary measures that have been adopted, or may be adopted in the future, could negatively affect our client success efforts, sales, and marketing efforts, delay and lengthen our sales cycles, or create operational or other challenges, any of which could harm our business and results of operations.

In addition, COVID-19 may disrupt our clients’, vendors’, and partners’ operations for an indefinite period, including as a result of travel restrictions and/or business shutdowns, all of which could negatively impact our business and results of operations, including cash flows.

At this time, it is not possible to estimate the ultimate impact that COVID-19 could have on our business, as the impact will depend on future developments, which are highly uncertain and cannot be predicted.

Furthermore, due to our shift to a renewable model, the effect of COVID-19 may not be fully reflected in our results of operations until future periods.

The extent to which COVID-19 impacts our business, operations, and financial results will depend on numerous evolving factors that we may not be able to predict accurately, including:

• the duration and scope of the pandemic;

• governmental, business, and individual actions taken in response to the pandemic and the impact of those actions on global economic activity;

• the actions that are taken in response to economic disruption;

• the impact of business disruptions and reductions in our clients’ business and the resulting impact on their demand for our services and solutions;

• our ability to provide our services and solutions, including as a result of our employees or our clients’ employees working remotely and/or closures of offices and facilities.

General Risk Factors

The provision in our amended and restated bylaws, requiring exclusive forum in certain courts in The Commonwealth of Massachusetts or the federal district court for the District of Massachusetts for certain types of lawsuits, may have the effect of discouraging lawsuits against us and our directors, officers, and employees.

Our amended and restated bylaws provide that unless we consent in writing to the selection of an alternative forum, the Business Litigation Section of the Superior Court of Suffolk County, Massachusetts (the “BLS”) or, if the BLS lacks jurisdiction, the federal district court for the District of Massachusetts, Eastern Division, shall be the exclusive forum for any (i) derivative action or proceeding brought on our behalf, (ii) any action asserting a claim of breach of a fiduciary duty owed by any of our directors, officers, or other employees to us or our stockholders, (iii) any action asserting a claim arising pursuant to the Massachusetts Business Corporation Act (the “MBCA”), our articles of organization, or our bylaws (as each may be amended from time to time), or (iv) any action asserting a claim governed by the internal affairs doctrine.

The choice of forum provision may increase costs to bring a claim, discourage claims, or limit a stockholder’s ability to bring a claim in a judicial forum that it finds favorable for disputes with us or our directors, officers, or other employees, which may discourage such lawsuits against us or our directors, officers and other employees.

Alternatively, if a court were to find the choice of forum provision in our amended and restated bylaws to be inapplicable or unenforceable in an action, we may incur additional costs associated with resolving such action in other jurisdictions.

The exclusive forum provision in our amended and restated bylaws will not preclude or contract the scope of exclusive federal or concurrent jurisdiction for actions brought under the federal securities laws, including the Securities Exchange Act of 1934, as amended, or the Securities Act of 1933, as amended, or the respective rules and regulations promulgated thereunder.

The continued uncertainties in the global economy may negatively impact our sales to, and the collection of receivables, from our clients.

Our sales to, and the collection of receivables from, our clients may be impacted by adverse changes in global economic conditions.

These factors could also impact the ability and willingness of these clients to pay their trade obligations and honor their contractual commitments.

The financial uncertainties facing many of our clients and the industries in which they operate could negatively impact our business, operating results, and financial condition.

The U.K.’s withdrawal from the European Union (commonly referred to as “Brexit”) on January 31, 2020 could have a material impact on our business, including our relationships with existing and future clients, suppliers, and employees, which could harm our financial results and operations.

We have material operations in the U.K.

and European Union.

The ultimate or perceived effects of the U.K.’s withdrawal from the European Union, could potentially disrupt the markets we serve and the tax jurisdictions in which we operate.

The market price of our common stock has been and is likely to continue to be volatile .

The market price of our common stock may be highly volatile and may fluctuate substantially as a result of a variety of factors, some of which are related in complex ways.

The market price of our common stock may be highly volatile and may fluctuate substantially due to a variety of factors, some of which are related in complex ways.

Factors that may affect the market price of our common stock include:

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• changes in laws or regulations applicable to our products or services;

announcements by us or our competitors of significant business developments, acquisitions or new offerings;

• announcements by our competitors or us of significant business developments, acquisitions, or new offerings;

• our involvement in any litigation or investigations by regulators;

our sale of our common stock or other securities in the future;

• our sale of our common stock or other securities;

• changes in our Board of Directors, senior management, or key personnel;

trading volume of our common stock;

• the trading volume of our common stock;

• price and volume fluctuations in the overall stock market;

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• general economic, regulatory, political, and market conditions.

Broad market and industry fluctuations, as well as general economic, political, regulatory, and market conditions, may negatively impact the market price of our common stock.

Broad market and industry fluctuations, as well as general economic, regulatory, political, and market conditions, may negatively impact the market price of our common stock.

In the past, companies that have experienced volatility in the market price of their securities have been subject to securities class action litigation.

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We may fail to meet our publicly announced guidance or other expectations about our business and future operating results, which could cause our stock price to decline.

We have provided and may continue to provide guidance about our business, future operating results, and other business metrics.

We have provided and may continue to give guidance on our business, future operating results, and other business metrics.

In developing this guidance, our management must make certain assumptions and judgments about our future performance.

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Our business results may vary significantly from such guidance or that consensus due to a number of factors, many of which are outside of our control and which could materially adversely affect our operations and operating results.

Furthermore, if we make downward revisions of our previously announced guidance, or if our publicly announced guidance of future operating results fails to meet expectations of securities analysts, investors, or other interested parties, the price of our common stock would decline.

If securities or industry analysts do not publish research or reports about our business, or publish negative reports about our business, our stock price and trading volume could decline.

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Compared sentence by sentence after normalising whitespace, quotation marks, case and digits, so re-formatting and restated figures do not read as changed language. Wording changes appear as one removal and one addition. The current filing and the prior one are authoritative.

What changed 10-K

Item 1A. Risk Factors