IBM Support

QRadar: Non-QRadar administrative issues and case polices

Question & Answer


Question

This article informs administrators about QRadar® Support policies. This document outlines out-of-scope work for non-QRadar administrative issues, such as support tools or getting updates from Fix central. 

Answer

Responsibilities for Non-QRadar product issues

QRadar® customers interact with multiple IBM® tools to acquire support. It is normal where they face issues with those tools like accessing the Support portal or Fix Central.

Support type Description Responsibility
Non-QRadar product issues and support
QRadar Support works on QRadar issues and might not have the ability to resolve product issues for non-QRadar products or permission issues on IBM websites. The QRadar Support team works on a model of “break and fix” for QRadar products and might need to direct customers to other IBM support teams.
QRadar® Support can assist with error messages or confirm QRadar software issues. For example, QRadar Support can:
  • Confirm an error on the same software version as reported by an administrator. Support can install files in our controlled lab, such as auto update downloads .tgz files, DSM RPMs, or scripts to replicate issues.
  • Confirm an IBM website is available when a download is recommended to resolve an issue in your support case, such as IBM Fix Central.
 QRadar technical support

To open a case or report Non-QRadar administrative issue, 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:
  • Resolving Fix Central or Support Portal access issues for administrators. For assistance, see Support Access.
  • Passport advantage website issues. For assistance, see IBM Passport Advantage Online.
  • Adding or removing contacts from the IBM Support Portal.
  • IBM Surveys-related problems, such as survey link errors, information on how to opt-out of surveys.
  • Issues or downloads related to software posted to IBM's GitHub. These issues must be reported through GitHub to be resolved by development teams.
Note: For information about IBM Support sites, see Support Site Availability.
  • Administrators

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Document Information

Modified date:
16 June 2021

UID

ibm16427847

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