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QRadar: Walk-through requests and case policies

Question & Answer


Question

This article informs administrators about QRadar® Support policies. QRadar Support assists administrators to investigate and correct software defects related to Log Source configurations, such as error messages, documentation questions about a configuration, or troubleshooting. This document outlines out-of-scope work for walk-through requests cases and the responsibilities of the QRadar administrator. 

Answer

Responsibilities for walk-through requests

The role of QRadar Support is to validate functional issues, review errors, and fix or report product issues to development teams. QRadar Support can show administrators how to collect data or resolve issues, but cannot apply software updates, complete log source configurations, or walk-through multiple configurations for documented DSM integrations.

Support type Description Responsibility
Walk-through-requests and support
QRadar® Support can assist with error messages or confirm product functionality when documented by IBM. QRadar Support can:
  1. Collect debug logs to help identify product issues.
  2. Install hotfixes on customer appliances where precautions are required. In these scenarios, the utility or hotfix to resolve the issue is only available to QRadar Support.
  3. Confirm and apply workarounds for known issues where an APAR defines the workaround as "Contact Support".
 QRadar® technical support

To open a case or report an error, 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. Collecting logs for administrators. For information on how to collect logs before you open a case, see https://ibm.biz/qradarlogs.
  2. Requests to configuring new log sources or define a network hierarchy.
  3. Requests to update DSMs or install files from IBM Fix Central.
  4. Extract properties from event payloads or advising on regular expression use.
  5. Creating right-click menu customizations, such as LDAP hovers or updates to the right-click menus created by administrators.
  6. Requests to update or modify system settings for administrators.
    Note: Some settings cannot be modified by IBM QRadar on Cloud administrators. A support case might be required. For more information, see QRadar on Cloud work items that require a support ticket or the QRadar on Cloud Support FAQ.

Resources:

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Document Information

Modified date:
16 June 2021

UID

ibm16427843

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