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QRadar:Third-party software and case policies

Question & Answer


Question

This article informs administrators about QRadar® Support policies. Third-party software such as RPM packages and utilities not tested by IBM QRadar can affect QRadar functionality, upgrades, or the ability for the software to collect data. This document outlines the use, support policy, and responsibilities of the administrators for third-party software. 

Answer

Responsibilities for third-party software

QRadar® is designed and developed specifically to support its intended functions and contains software packages, which are tested and verified by IBM quality teams to ensure compatibility. Installation of RPMs or monitoring software on the QRadar appliance is not supported. For more information, see Third-party software on QRadar appliances.

Support type Description Responsibility
Third-party software support
QRadar® Support can assist with error messages or confirm product functionality for third-party software not hosted on the QRadar appliances. For example, data exchange with software outside of the QRadar appliance.
QRadar Support can investigate errors related to: 
  1. Integrations of approved third-party software, such as data exchange with other IBM products or IBM written applications that receive data or send data to QRadar.
  2. Data issues or errors where QRadar is configured to forward data to third-party security products, such as other SIEM appliances or ticketing systems. For more information, see Configuring QRadar to forward data to other systems.
 QRadar technical support

To open a case with supported integrations contact QRadar technical support.
Out-of-scope for QRadar Support
The following topics are considered out-of-scope for technical support. QRadar Support reserves the right to close cases related to the following issues:
  1. Installation of any protocols that are not available out-of-the-box, such as specific JDBC drivers not supplied by IBM.
  2. Third-party encryption tools or RPMs that modify, real-time encrypt, or obfuscate data on appliances.
  3. Installing third-party RPMs, such as monitoring agents or antivirus software.
  4. Third-party scripts provided from GitHub resources not owned or maintained by IBM.
  5. Apps developed and supported by IBM Business Partners who provide applications on the X-Force® App Exchange website. QRadar Support does not validate API calls or functionality for applications not developed by IBM. 
Resources:

[{"Line of Business":{"code":"LOB24","label":"Security Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SSBQAC","label":"IBM Security QRadar SIEM"},"ARM Category":[{"code":"a8m0z000000cwsyAAA","label":"Admin Tasks"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Version(s)"}]

Document Information

Modified date:
16 June 2021

UID

ibm16427837

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