IBM Support

QRadar: Data Redundancy (DR) and support policies

Question & Answer


Question

This article informs administrators about QRadar® Support policies. Administrators who require data redundancy can receive support for cases where appliance data is managed by the IBM Data Synchronization app. This document outlines out-of-scope work for data redundancy (disaster recovery) cases and the responsibilities of the QRadar administrator. 

Answer

Responsibilities for data redundancy issues

Data redundancy, also known as disaster recovery is the implementation of a continuity of service solution when significant negative events occur. QRadar® provides a supported disaster recovery solution through the QRadar Data Synchronization application. QRadar Support does not troubleshoot custom disaster recovery solutions that do not use the QRadar Data Synchronization app.

Support type Description Responsibility
Disaster Recovery and support
QRadar® Support can assist with error messages or confirm product functionality when documented by IBM. QRadar Support can:
  1. Discuss and answer basic questions regarding data redundancy, such as:
    • Network and system requirements
    • Data Synchronization app installation process
    • Answer questions related to app functionality
    • Confirm IBM documented procedures
  2. Investigate issues with the QRadar Data Synchronization App, which is the supported recovery solution.
  3. Troubleshoot issues with core QRadar functionality, such as Deploy Changes or configuration backup and restore errors.
  4. Answer questions about QRadar features or confirm procedures in IBM Documentation.
 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. Advise administrator, assist with planning, or implementation of both supported and unsupported disaster recovery solutions.
  2. Reviewing or supporting custom data redundancy (DR) issues, such as:
    • Failed disaster recovery tests or error logs
    • Live deployment failover testing from active to disaster recovery environments
    • Troubleshooting issues with custom disaster recovery utilities
  3. Confirm cost or payment issues for QRadar Data Synchronization application licenses. Administrators must contact their IBM sales representative for licenses or renewal issues.
  4. Troubleshooting custom solutions provided by the IBM Security Expert Labs.
  5. Audit assistance, compliance questions, or data validation assistance on data redundancy or custom disaster recovery solutions.
     
Resources:
  • For disaster recovery-related issues that fall outside the scope of the QRadar Support team, administrators can approach and seek the services of IBM Security Expert Labs.
  • For licensing issues related to the QRadar Data Synchronization application, clients can contact their IBM account manager or sales representative.
     

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Document Information

Modified date:
29 June 2021

UID

ibm16428219

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