IBM Support

QRadar: Cloud infrastructure apps and support policies

Question & Answer


Question

Does QRadar Support troubleshoot cloud infrastructure issues for applications?

Answer

Responsibilities for cloud infrastructure support for applications

Some IBM® QRadar® applications process events or data from a Cloud infrastructure services, such as Azure™, AWS™, or IBM Cloud® services. For example, the IBM Cloud® Visibility app leverages existing QRadar cloud integrations to bring log data from Infrastructure as a Service (IaaS) environments. This document outlines out-of-scope work for cloud infrastructure apps, and the responsibilities of the QRadar administrator. 

Support type Description Responsibility
Cloud infrastructure support for cloud-related apps
QRadar® Support can assist with error messages or confirm product functionality issues. For example, QRadar Support can:
  1. Confirm the issue is related to app functionality or identify configuration errors on IBM developed applications.
  2. Confirm network errors on the QRadar appliance or validate QRadar is capable of receiving data from external networks.
  3. Review and report issues where IBM Documentation provides incorrect configuration procedures.
 QRadar technical support

To open a case or report a Cloud infrastructure support for a cloud-related app issue, contact QRadar technical support.
Out-of-scope for QRadar Support The following activities are considered out-of-scope for technical support. QRadar Support reserves the right to close cases related to the following issues:
 
  • After it is determined that the issue not a QRadar functional issue, QRadar Support does not investigate infrastructure issues or settings in cloud environments. For example, "I need assistance creating users and confirming permission settings for my Amazon AWS S3 Buckets to collect security data for my apps."
  • QRadar Support does not hand off cases to cloud vendors or write-up issue reports outside of standard case notes for administrators. Administrators must open support cases with their cloud vendors, such as AWS Support, Azure Support, to investigate issues within their cloud infrastructure.
  • Troubleshoot corporate proxy configurations, which are unrelated to QRadar receiving or transmitting data.
  • Troubleshoot third-party applications developed by IBM Business Partners where the issue is not related to the QRadar application framework. 

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Document Information

Modified date:
17 June 2021

UID

ibm16427831

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